ServiceNow
Day Avery
IT Help Desk Professional
Columbus,OH
Summary
Dynamic IT professional with a proven track record, excelling in technical support and network troubleshooting. Adept at analyzing complex problems and enhancing customer service, I implemented effective solutions that improved operational efficiency. Skilled in ticketing systems, I thrive in collaborative environments, driving quality improvements across cross-functional teams.
Overview
8
8
years of professional experience
Work History
Help Desk IT Specialist
Discover Financial
Whitehall, Ohio
01.2023 - Current
- Receive and respond to technical issues reported by users via phone, email, or chat. I troubleshot and diagnosed problems related to hardware, software, and network connectivity.
- Provide technical guidance and support to users, helping them resolve issues and complete tasks.
- I analyze and resolve complex technical problems, often collaborating with other IT teams, or vendors, as needed.
- Document and track issues, resolutions, and follow-up activities using a ticketing system, or other tools.
Quality Control Analyst
JP Morgan Chase
Columbus, Ohio
03.2017 - 11.2022
- Developed and implemented quality control processes and procedures to ensure compliance with industry standards and regulations.
- Conducted inspections and tests on products or services to identify defects, irregularities, or areas for improvement.
- Analyzed data and trends to identify quality issues, root causes, and opportunities for improvement.
- Worked closely with cross-functional teams, including production, engineering, and quality assurance, to identify and address quality issues.
Education
High School Diploma -
Groveport Madison High School
Groveport, OH06-2000
Skills
- Technical support
- Network troubleshooting
- Software installation
- Ticketing systems
- Problem analysis
- Customer service
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
I am currently pursuing certifications that will enhance my skills and knowledge in IT support, specifically in areas relevant to Global Lynx's innovative solutions. My coursework and certifications include:
- CompTIA certifications (Tech+ A+, Network+, Security+)
- ITIL Foundation certification for IT service management
- Studies in cloud computing, cybersecurity, and network administration
Accomplishments
As an IT Help Desk Specialist, I have consistently delivered high-quality technical support and service to end-users, resolving complex technical issues and improving overall user satisfaction. Through my expertise in troubleshooting, problem-solving, and communication, I have successfully implemented solutions that have increased efficiency, reduced downtime, and enhanced productivity. My strong technical skills, attention to detail, and dedication to customer service have enabled me to provide exceptional support and contribute to the success of the IT organization. I have a proven track record of resolving technical issues in a timely and effective manner, and I am committed to ongoing learning and professional development to stay up-to-date with the latest technologies and industry trends.
Affiliations
- Former IT Help Desk team member, JP Morgan Chase - Former Quality Control specialist, JP Morgan Chase - Former IT professional, Discover Financial Services - Member, CompTIA (Computing Technology Industry Association) - Member, IT professionals networking group
Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Work Preference
Work Type
Full TimePart TimeImportant To Me
Career advancementPersonal development programsTeam Building / Company Retreats4-day work weekPaid sick leaveHealthcare benefitsWork-life balanceCompany CultureWork from home optionFlexible work hoursPaid time offStock Options / Equity / Profit Sharing401k matchSoftware
JIRA Service Management
Zendesk
Freshdesk
TeamViewer
Remote Desktop Protocol (RDP)
Microsoft Teams
1Password
Tableau
Languages
English
Native language
Interests
I'm passionate about the dynamic fields of IT, cybersecurity, and technology, with a keen interest in exploring emerging trends and innovations I'm drawn to the world of cybersecurity, where I enjoy learning about threat analysis, penetration testing, and security protocols I'm also fascinated by the latest advancements in technology, including artificial intelligence, machine learning, and cloud computing Through my interests, I aim to stay up-to-date with industry developments and expand my knowledge and skills in these exciting fields Whether it's delving into coding, analyzing security threats, or discovering new technologies, I'm driven by a curiosity and enthusiasm for all things tech-related
Timeline
Help Desk IT Specialist
Discover Financial
01.2023 - Current
Quality Control Analyst
JP Morgan Chase
03.2017 - 11.2022
High School Diploma -
Groveport Madison High School
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