Christopher McCarthy
Greenville,SC
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
4
4
years of professional experience
Work History
Service Desk Analyst Level 2
Nordic Consulting Partners Inc.
02.2024 - Current
- Engaging in user support interactions via telephone, chat and email platforms across multiple clients.
- Enhancing customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborating with IT teams to resolve complex issues, ensuring minimal downtime for EndUsers
- Onboarding and training for all new agents on the service desk.
- Providing Knowledge for KBAs prior to publishing
- Nominated Employee of the Quarter 3 times
Customer Support Analyst
TEK Systems Global Services
08.2022 - 02.2024
- Managing fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Recognizing escalation needs and connected customers with advanced support staff.
- Troubleshooting problems with software, hardware and networking for users.
- Supporting customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Assisting 30K + end-users with a variety of different roles in the organization, including 90 different clinics, with a closure rate over 65% covering over 600 applications.
Operations Manager
CPR Cellphone Repair And Computer Troubleshooters
02.2021 - 08.2022
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Promoted to Customer Service Manager within 1 year
- Achieved an Employee of the Quarter award
- Maintained a repair count of 160+ devices per month with warranty repair less than 1%
- Repaired various models of phones, tablets, game systems and computers (MAC and PC)
- Onboarded all new employees
- Front line manager for all escalated situations
Education
Associate of Applied Science - Computer Networking
Columbus Technical College
Columbus, GA12.2020
Skills
- Active Directory - Entra ID - Exchange Admin Center
- M365 support - Microsoft Authenticator - Company Portal
- VPN (Cisco Secure Mobility Client)
- Citrix
- VLAN, Trunking, Access Control Lists (Cisco Equipment)
- Service Now
- Hardware, Software, Technical Support for Windows, MacOS and Mobile Devices
Timeline
Service Desk Analyst Level 2
Nordic Consulting Partners Inc.
02.2024 - Current
Customer Support Analyst
TEK Systems Global Services
08.2022 - 02.2024
Operations Manager
CPR Cellphone Repair And Computer Troubleshooters
02.2021 - 08.2022
Associate of Applied Science - Computer Networking
Columbus Technical College
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