Eli Shover
Findlay
Summary
Adept at SLA and incident management, I significantly enhanced user support at Oldcastle BuildingEnvelope, leveraging my expertise in network troubleshooting and time management. My proactive approach in training and mentoring led to a marked improvement in service efficiency, embodying a blend of technical acumen and exceptional customer service skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Tier 2 Service Desk Agent
Oldcastle BuildingEnvelope
02.2023 - Current
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms.
- Answered customer telephone calls promptly and appropriately handled needs.
Tier 1 Service Desk Agent
Oldcastle BuildingEnvelope
08.2021 - 02.2023
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Engaged in user support interactions via telephone, chat and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Helpdesk Agent
CISP
05.2019 - 08.2021
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
- Managed high levels of call flow and responded to technical support needs.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
Education
Associate - Business And Technology
Bowling Green State University
Bowling Green, OH07-2026
High School Diploma -
Lake Ridge Academy
North Ridgeville, OH07-2018
Skills
- SLA management
- Incident management
- Training and mentoring
- Security awareness
- Network troubleshooting
- Escalation management
- Microsoft Office
- Time management
Certification
Entry Certificate in Business Analysis (ECBA)
Timeline
Tier 2 Service Desk Agent
Oldcastle BuildingEnvelope
02.2023 - Current
Tier 1 Service Desk Agent
Oldcastle BuildingEnvelope
08.2021 - 02.2023
Helpdesk Agent
CISP
05.2019 - 08.2021
Associate - Business And Technology
Bowling Green State University
High School Diploma -
Lake Ridge Academy
Similar Profiles
Chad DavisChad Davis
Crane Technician at Oldcastle BuildingEnvelopeCrane Technician at Oldcastle BuildingEnvelope
Christopher LeeChristopher Lee
Hourly Supervisor at Oldcastle BuildingEnvelopeHourly Supervisor at Oldcastle BuildingEnvelope
Dylan BartlettDylan Bartlett
Maintenance Manager at Oldcastle BuildingEnvelopeMaintenance Manager at Oldcastle BuildingEnvelope