Erica Capps
Austin,TX
Summary
Customer-focused Help Desk Analyst skilled in troubleshooting, technical documentation, and process improvement. Brings a curious, analytical approach to problem-solving and is driven to optimize support workflows and enhance user experience.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
SolarWinds
04.2024 - 02.2026
- Provided technical support for software and hardware issues, ensuring timely resolution for end-users.
- Documented user interactions and troubleshooting processes in ticketing system to enhance knowledge base.
- Collaborated with cross-functional teams to escalate complex issues and improve service delivery efficiency
- Coordinated equipment provisioning and onboarding activities to ensure seamless integration of new hires.
- Improved new hire onboarding process, reducing average onboarding time by 50%
- Closed 40-50 tickets per week
Technical Support Specialist
Eanes ISD
10.2023 - 04.2024
- Resolved technical issues for staff and students, ensuring minimal disruption to learning environments.
- Provided guidance on software applications, enhancing user proficiency and operational efficiency.
- Documented troubleshooting procedures, creating a comprehensive knowledge base for future reference.
- Provided timely and clear responses to technical inquiries by email, phone, and in person
- Resolved 10 tickets each day, on average
Information Systems Analyst
DataServ
12.2022 - 10.2023
- Evaluated existing systems, identifying areas for process optimization and improvement.
- Worked as Tier 3 support for the operations team
- Implemented monitoring and alerting
- Supported the day-to-day operation of accounts payable software
- Provided desktop support for internal customers
- Identified system issues and worked with the team to resolve
Help Desk Intern
SolarWinds
05.2022 - 12.2022
- Provided technical support to end-users, resolving hardware and software issues efficiently.
- Documented support interactions and solutions in ticketing system for knowledge base enhancement.
- Collaborated with IT team to improve user experience through feedback and system updates.
- Completed projects assigned by management
- Managed customer expectations and maintained a high level of satisfaction
Education
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University
Salt Lake City, UT12-2023
Associate of Applied Science - Web Programming
Austin Community College
Austin, TX05-2021
Skills
- Active Directory
- Intune/Endpoint
- Office365
- Jamf
- Azure Active Directory
- AWS basics
- SQL
- Excellent customer service
- Working knowledge of networks, hardware and software troubleshooting
- Strong attention to detail
- Remote and local support
- Ticketing system experience
Certification
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- CompTIA CySA+
- CompTIA Pentest+
Timeline
Help Desk Analyst
SolarWinds
04.2024 - 02.2026
Technical Support Specialist
Eanes ISD
10.2023 - 04.2024
Information Systems Analyst
DataServ
12.2022 - 10.2023
Help Desk Intern
SolarWinds
05.2022 - 12.2022
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University
Associate of Applied Science - Web Programming
Austin Community College