Clifton Gibbons
Information Systems - Helpdesk Analyst
Prattville,AL
Summary
Focused Help Desk Analyst with 20+ years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.
Overview
19
19
years of professional experience
Work History
Help Desk Analyst
Xerox Business Solutions Southeast
Montgomery, Alabama
07.2016 - Current
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Documented support interactions for future reference.
- Provided Tier 2 IT support to technical and non-technical clients through remote support applications.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Responded promptly to incoming sales leads and requests for technical support.
- Logged support tickets and closed when issues were resolved.
- Resolved technical issues by troubleshooting.
- Used ticketing systems to manage and process support actions and requests.
Residence Life Coordinator
Auburn University At Montgomery
Montgomery, Alabama
08.2013 - 05.2015
- Mentored and coached students to foster positive relationships and encourage successful academic achievement.
- Developed and maintained relationships with parents to promote positive living environment for students.
- Assisted residents with transitioning into new living environment and maintained strong relationships with residents.
- Enforced policies and safety standards through building and room rounds.
- Monitored student behavior and responded to disciplinary issues in accordance with established policies.
- Coordinated activities and events to create safe, positive and inclusive environment.
- Assisted in recruitment and selection of student leaders.
- Collaborated with residential team to maximize effective and efficient operations.
- Helped develop and implement programs to foster community growth and development.
- Supervised student employees and provided feedback on performance.
Computer Lab Manager
Auburn University At Montgomery
Montgomery, Alabama
09.2009 - 12.2013
- Worked on successful campaign to replace old desktops and laptops with new technology.
- Coordinated secure system access, via Active Directory, of users to various department systems and platforms.
- Communicated regularly with students, staff and campus guests to provide network access and use of various communication services.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Created and implemented an office Helpdesk Training Manual adopted by the campus Chief Information Officer.
Patient Intake Representative
PriMed Physicians
Montgomery, Alabama
05.2004 - 03.2008
- Retrieved medical data for physicians and patients.
- Upheld HIPAA regulations and standards for protecting patient information.
- Performed regular quality and validation assessments on patient data to verify accuracy.
- Secured confidential patient information from unauthorized access.
- Generated medical reports on patient admissions, treatment and discharge for disbursement to various departments.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Validated patient medical coverage, benefits and financial obligations
Education
Master of Science - Management Information Systems
South University
Montgomery, AL 01.2020 - 06.2021
Bachelor of Science - Management Information Systems
Auburn University-Montgomery
Montgomery, AL 01.2005 - 12.2012
Skills
Desktop support
Customer support
Staff education and training
Teambuilding
Proficient in PC Operating Systems
Knowledgeable in Mac Operating Systems
Scheduling
Staff Management
Multitasking Abilities
Critical Thinking
Accomplishments
- Numerous Customer Service Awards
- Employee of the Year - 2018
- Runner Up Employee of the Year - 2017
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The best and safest thing is to keep a balance in your life, acknowledge the great powers around us and in us. If you can do that, and live that way, you are really a wise man.
Euripides
Timeline
Master of Science - Management Information Systems
South University
01.2020 - 06.2021
Help Desk Analyst
Xerox Business Solutions Southeast
07.2016 - Current
Residence Life Coordinator
Auburn University At Montgomery
08.2013 - 05.2015
Computer Lab Manager
Auburn University At Montgomery
09.2009 - 12.2013
Bachelor of Science - Management Information Systems
Auburn University-Montgomery
01.2005 - 12.2012
Patient Intake Representative
PriMed Physicians
05.2004 - 03.2008