AYESHA HENDERSON
Washington
Summary
Competent Help Desk Analyst with expertise in prioritizing multiple tasks while providing quality technical assistance. Well-rounded system administrator with an interest in consistently learning new skills. Willing to travel to resolve technical support issues off-site. Multitasking professional offering exemplary skills in keeping accurate records and documentation and mentoring new employees.
Overview
17
17
years of professional experience
Work History
Dispatch Supervisor
Transdev Transportation
Hyattsville
10.2024 - Current
- Implemented strategies for improved route optimization across all areas of operation.
- Ensured that daily dispatch operations ran smoothly and efficiently.
- Investigated customer inquiries regarding delivery status or delays.
Store Manager of Operations
Walmart
Baltimore
07.2008 - Current
- Increased sales by 65% with special displays and promotions.
- Monitored competitor activities within the local market, adjusting strategies as necessary to maintain a competitive edge and drive store success.
- Facilitated open communication channels between staff members and upper management by conducting regular team meetings, fostering transparency in decision-making processes.
- Optimized staff scheduling to accommodate peak business periods without compromising quality of service or employee satisfaction.
- Evaluated store performance metrics to identify areas of improvement and implement necessary changes for better results.
- Increased store traffic by organizing engaging events and promotions that appealed to target customers.
- Oversaw the implementation of new technology solutions for efficient inventory tracking, data analysis, and overall store operations enhancement.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
Help Desk Analyst
Acme Technical Services
Laurel
03.2021 - 02.2024
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
- Assisted with updating technical support best practices for use by team.
- Provided customer support and technical support to 25+ customers daily.
- Provided basic end-user troubleshooting and desktop support.
- Logged support tickets and closed when issues were resolved.
- Enhanced customer satisfaction by resolving technical issues promptly and accurately.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
Education
Associate of Arts - Business
Strayer University
Washington, DC06.2015
High School Diploma -
Howard D. Woodson SHS
Washington, DC06-2013
Skills
- Computer Skills
- Performance Appraisals
- Health and safety
- Employee Training
- Team Leadership
- Work Planning and Prioritization
- Partnership Building
- Customer Service
- Problem-Solving
- Logistics management
- Data analysis
- Team communication
- Inventory management
- Time management
- Coaching and onboarding
- Positive communication skills
Timeline
Dispatch Supervisor
Transdev Transportation
10.2024 - Current
Help Desk Analyst
Acme Technical Services
03.2021 - 02.2024
Store Manager of Operations
Walmart
07.2008 - Current
Associate of Arts - Business
Strayer University
High School Diploma -
Howard D. Woodson SHS