ELIZABETH YATES
Stafford,VA
Summary
A Technician Service Desk Analyst II with experience in quickly and effectively resolving a customers' technical issues in a fast-paced environment. Building relationships while meeting and exceeding expectation standards, giving specialized technical skills and expertise to 7,000+ customers. Exceptional customer service and Communication skills; consistently conveys competence and concern to end users. Highly versatile, and knowledgeable of Information Security: Highly energetic, goal-oriented, and positive while completing tasks per deadline. Strong ability to multitask while quickly while quickly solving issues to strengthen business processes and performances.
Overview
2
2
years of professional experience
Work History
Junior IT Data Processing Specialist
LCG
08.2024 - Current
- Troubleshot technical issues promptly and effectively, minimizing downtime for end-users during crucial business periods.
- Maintained a strong knowledge of industry developments by attending relevant conferences and participating in professional forums, consequently applying this expertise towards improving organizational performance.
- Assisted in the design of customized reports that addressed specific business needs, resulting in more informed decision-making throughout the company.
- Enhanced data processing efficiency by streamlining workflows and implementing innovative tools.
- Reduced errors in data entry by conducting thorough quality checks and implementing robust validation processes.
- Applied data validation procedures to support and enforce data integrity.
Technical Service Desk Analyst II
OLDCASTLE BUILDINGENVELOPE
03.2023 - Current
- Coordinated specifications and requirements for project technical needs
- Designed and executed user-friendly software interfaces to simplify overall management
- Implemented Active Directory group policy settings to manage workstations
- Authored technical specifications and project testing methods for future reference
- Facilitated customers with various types of technical issues via email, live chat and telephone
- Created new accounts, reset passwords and configured access to servers and file management software for users
- Mentored newly hired employees, prepared for project tasks and trained on unfamiliar systems
- Instructed IT service desk department on how to use and setup customers in Addigy Admin for remote control on Mac devices for all troubleshoot needed to resolve IT issues
- Directed performance quality assurance checks for software applications and performance test scripts Performed patch, update, security scanning and configuration to meet OS performance mandates
- Executed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Facilitated windows system administration and configuration maintenance executive access, privacy and data integrity.
Technical Help Desk
CONTINUUMGLOBAL SOLUTIONS
04.2022 - 12.2022
- Actively took calls on the daily bases whilst troubleshooting issues that arise Maintained business Service Desk quality standards, by making sure the customers' needs were met while also meeting business procedures Utilized tools such as Active directory, Remote (SCCM), Citrix Directory, Cherwell, RSA
- Along with VPN tools such as Secure cisco connect, Cisco AnyConnect
- Authored documentation and Orchestrated training that enabled customers to extend skills, leverage system features and find resolutions to questions to find permanent solutions
- Such as installing new versions of software to eliminate security problems and applied server patches to fix threats for penetrating networks
- Facilitated over 10,000+ users by phone, email, teams chat
- Also actively created and maintained SOPs for best business practice
- Upholding this business practice by creating and resolving over 800 tickets a month to uphold OBE Service desk standards
- Facilitated over 10,000+ users by phone, email, teams chat
- As well as directing onboarding sales teams on IOS activation and update to fix bugs on apple devices.
Education
ASSOCIATES - AAS: CYBERSECURITY
Northern Virginia Community College
Annandale, VA12.2024
HIGH SCHOOL DIPLOMA -
Potomac Senior High School
Dumfries, VA06.2020
Skills
- VMware
- VNPClient
- ServiceNow
- Remote Support
- ITIL Knowledge
- System monitoring
- Cisco IT Essentials
- Cloud Management
- Vendor coordination
- Performance Testing
- Expert in Active Directory
- Remote System Analysis
- Documentation & Reporting
- Ticketing system proficiency
- Access Management Software
- Technical solution development
- Expert In Microsoft Office Suite
- Verbal and Written Communication
- Support Ticket System Management
- Acquired Proficiency in Mac, Linux, Windows Operating systems
Timeline
Junior IT Data Processing Specialist
LCG
08.2024 - Current
Technical Service Desk Analyst II
OLDCASTLE BUILDINGENVELOPE
03.2023 - Current
Technical Help Desk
CONTINUUMGLOBAL SOLUTIONS
04.2022 - 12.2022
ASSOCIATES - AAS: CYBERSECURITY
Northern Virginia Community College
HIGH SCHOOL DIPLOMA -
Potomac Senior High School
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