Elisabeth Harp
Rossville,GA
Summary
As a dedicated IT Service Delivery Analyst, I specialize in optimizing technology solutions to ensure seamless business operations.
My career has been defined by a commitment to excellence and a passion for leveraging analytical skills to drive continuous improvement. From delivering complex IT projects to conducting comprehensive audits, I excel in identifying areas for enhancement and implementing strategic solutions that align with business objectives.
Key areas of expertise:
IT Service Delivery: Ensuring efficient and effective delivery of IT services that meet and exceed client expectations.
SOX Compliance: Expertise in Sarbanes-Oxley Act regulations, ensuring robust internal controls and adherence to regulatory standards.
Audit: Conducting detailed audits to assess compliance, identify risks, and recommend corrective actions.
Analytical Skills: Utilizing data analysis and critical thinking to solve problems, optimize processes, and improve service delivery.
I am passionate about fostering a collaborative environment where continuous learning and innovation thrive. My ability to translate complex technical concepts into actionable insights has been instrumental in achieving high levels of client satisfaction and operational success.
Overview
6
6
years of professional experience
Work History
Service Delivery Analyst
HomeServe USA - Contact Center
06.2023 - Current
- Responsible for writing and maintaining Standard Operating Procedures (SOPs) in the IT knowledgebase to ensure that knowledge is accurately documented and easily accessible. This involves creating detailed, step-by-step guidelines, and regularly updating the content to reflect changes in processes or policies.
- Reviewed internal systems and organized plans to address areas in need of improvement.
- Evaluated current processes to develop improvement plans.
- Assisted IT Governance with User Access Reviews, internal, and external audits.
- Supported and trained customers on compliance-related issues.
- Collaborated with cross-functional teams to support troubleshooting and minimize service interruptions.
Sr. Service Desk Analyst
HomeServe USA - Contact Center
07.2021 - 06.2023
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Trained all Service Desk staff
- Served as the backup Service Desk Manager, ensuring continuous support during outages and critical situations.
- Led outage calls, coordinating cross-functional teams to resolve issues promptly and minimize downtime.
- Researched and identified solutions to technical problems.
Service Desk Analyst
HomeServe USA - Contact Center
11.2019 - 07.2021
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Created user accounts and assigned permissions.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Engaged in user support interactions via telephone, chat and email platforms.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
Service Desk Analyst
HCL Technologies
08.2018 - 11.2019
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to customer inquiries and provided technical assistance over phone and chat support.
- Acted as the Subject Matter Expert for all Service Desk support processes, providing authoritative guidance and expertise to ensure consistent and efficient service delivery.
- Created and updated knowledgebase articles for existing and new processes.
- Trained other Service Desk Analysts
Education
Associate of Applied Science - Computer Support Specialist
Georgia Northwestern Technical College
Dalton, GA07-2017
Associate of Applied Science - Networking Specialist - Microsoft Specialization
Georgia Northwestern Technical College
Dalton, GA07-2017
Computer Science
Kennesaw State University
Kennesaw, GASkills
- SLA Compliance
- Problem-solving aptitude
- Interpersonal Skills
- Analytical Skills
- Effective Communication
- Active Listening
- Data Analytics
Timeline
Service Delivery Analyst
HomeServe USA - Contact Center
06.2023 - Current
Sr. Service Desk Analyst
HomeServe USA - Contact Center
07.2021 - 06.2023
Service Desk Analyst
HomeServe USA - Contact Center
11.2019 - 07.2021
Service Desk Analyst
HCL Technologies
08.2018 - 11.2019
Associate of Applied Science - Computer Support Specialist
Georgia Northwestern Technical College
Associate of Applied Science - Networking Specialist - Microsoft Specialization
Georgia Northwestern Technical College
Computer Science
Kennesaw State University
Similar Profiles
Julio GutiérrezJulio Gutiérrez
Customer Care Agent at Contact CenterCustomer Care Agent at Contact Center
Shannon GeorgeShannon George
Member Service Representative at Contact CenterMember Service Representative at Contact Center
Margaret PotterMargaret Potter
Retention Specialist at HomeServe USARetention Specialist at HomeServe USA