Evan Neuman
PEWAUKEE
Summary
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Astute lead with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
6
6
years of professional experience
Work History
IT Service Desk Analyst
University Of Wisconsin Stevens Point
09.2023 - Current
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
- Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
- Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
- Acted as an effective liaison between end-users and developers, translating technical issues into clear action items for bug resolution or feature enhancements.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
Dock Master
Waters Edge Boat Club
05.2018 - 08.2024
- Maintained strong relationships with members through attentive service and prompt resolution of issues.
- Managed fuel inventory efficiently to maintain adequate stock levels and minimize losses due to spoilage or theft.
- Loaded boats and properly secured items to prevent damage during transportation.
- Assessed facility conditions regularly for necessary upgrades or improvements, resulting in an attractive and functional marina.
- Promoted a positive work environment by addressing employee concerns promptly and fostering teamwork.
- Coordinated emergency response efforts effectively, minimizing damage and ensuring guest safety during adverse weather events.
- Reduced vessel turnaround time by optimizing docking procedures and coordinating with maintenance teams.
Education
Bachelor of Science - CIS Cybersecurity
University of Wisconsin - Stevens Point
Stevens Point, WI05.2026
High School Diploma -
Pewaukee High School
Pewaukee, WI06.2022
Skills
- Ticketing system proficiency
- Remote Support
- Application support
- System monitoring
- Security awareness
- Customer Service
Timeline
IT Service Desk Analyst
University Of Wisconsin Stevens Point
09.2023 - Current
Dock Master
Waters Edge Boat Club
05.2018 - 08.2024
Bachelor of Science - CIS Cybersecurity
University of Wisconsin - Stevens Point
High School Diploma -
Pewaukee High School
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