Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Hi, I’m
Cierra Atcherson
Service Desk Analyst
Waldorf,MD
Summary
Overview
6
years of professional experience
1
Certification
Work History
Learning Without Tears
Service Desk Analyst
05.2022 - 09.2022
Job overview
- Provide excellent customer service and quick resolution of technical issues for customer via, chat, email and shoulder tap
- Support Tier 1 on-site installation, implementation, maintenance, troubleshooting and repair of desktops, notebooks, printers, iPad's, and associated peripherals
- Troubleshoot and resolve issues involving Microsoft Windows, desktop applications, collaboration tools, shared drives, email, and other technologies
- Support Microsoft Office 365 and Active Directory products
- Use Salesforce to document solutions clearly and accurately so that resolutions are pushed to lowest level
- Responsible for overall management of specific task assignments, ensuring that technical solutions and assigned schedules are promptly completed
- Offered assistance in implementing and developing training programs.
- Documents and tracks customer incidents and requests via ticketing management system, updating troubleshooting and resolution efforts, and efficiently escalating tickets to appropriate teams when applicable
- Configures and installs desktop and laptop computers following standard procedures, isolates and resolves issues with individual workstations, answers user questions about hardware and software, and completes special projects and assignments
Federal Deposit Insurance Corporation, FDIC
Service Desk Analyst 1 & 2 Lead
09.2020 - 03.2021
Job overview
- Engaged in user support interactions via telephone, chat and email platforms.
- Configured hardware, devices, and software to set up work stations for employees.
- Activated accounts for clients interested in new services.
- Provided basic end-user troubleshooting and desktop support.
- Resolved technical issues by troubleshooting.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Used SERVICE NOW ticketing system to manage and process support actions and requests.
- Documented support interactions for future reference.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed high levels of call flow and responded to technical support needs.
- Installed and updated hardware, software and applications on Mac and PC devices.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Trained and supported end-users with software, hardware, and network standards and use processes.
A Fathers Love
Executive Assistant
09.2016 - 07.2019
Job overview
- Updated and maintained confidential databases and records.
- Transcribed meeting minutes to support sales, business development and senior management teams.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Filed paperwork and organized computer-based information.
- Wrote reports, executive summaries and newsletters.
- Facilitated training and onboarding for incoming office staff.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Handled incoming and outgoing mail, email and faxes.
- Took notes and dictation at meetings.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Coordinated events and worked on ad hoc projects.
- Used QuickBooks to produce monthly invoices, reports, and other deliverables.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Handled confidential and sensitive information with discretion and tact.
Housing And Urban Development Corporation
Administrative Assistant
07.2015 - 08.2017
Job overview
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Created and maintained databases to track and record customer data.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Managed filing system, entered data and completed other clerical tasks.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Transcribed and organized information to assist in preparing speeches and presentations.
Education
Bowie State UniversityBowie, MD
Bachelor of Science from Computer And Information Sciences
05.2020
University Overview
- 3.0 GPA
Skills
- Client Relationship Management
- Knowledge Base
- Mac and PC Proficiency
- Technical Issues Analysis
- Computer Hardware Knowledge
- Support Ticket System Management
- Microsoft Active Directory
- Diagnosis and Troubleshooting
- Tracking and Documentation
Certification
Customer
Timeline
Service Desk Analyst
Learning Without Tears
05.2022 - 09.2022
Service Desk Analyst 1 & 2 Lead
Federal Deposit Insurance Corporation, FDIC
09.2020 - 03.2021
Executive Assistant
A Fathers Love
09.2016 - 07.2019
Administrative Assistant
Housing And Urban Development Corporation
07.2015 - 08.2017
Bowie State University
Bachelor of Science from Computer And Information Sciences
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