Garrett Mueller
West Des Moines
Summary
Performance-driven IT Service Desk Analyst enthusiastic about improving IT customer standards and optimizing resources. Eager to leverage 4+ years of field experience to positively impact end user experience and provide quality customer service.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst - Mobile
Wright Service Corp
12.2023 - Current
- Collaborate with cross-functional teams to troubleshoot technical problems and prevent future cases.
- Work closely with end users to resolve issues and improve processes in response to their needs, business, and executive requests, in accordance with IT policy.
- Spearhead software upgrades and hardware replacements for improved system functionality across departments.
- Manage incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Provide customer support during high-profile events such as company-wide system migrations.
IT Contractor - Help Desk
Palmer Group / Wright Service Corp.
11.2022 - 12.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and resolve end user technical issues and needs.
- Performed asset management to utilize company assets, repurpose devices, and earn credit for devices no longer needed.
- Remote support experience.
Technical Expert
Apple, Inc
10.2019 - 11.2022
- Probe to understand customers needs.
- Align with customers for satisfactory experience.
- Provide warranty options and honor warranty conditions.
- Set appointment times, perform services within an allotted time frame, set proper expectations.
- Demonstrated skill in customer service and basic troubleshooting procedures.
- Certified Apple Repair Technician.
- Over the phone troubleshooting experience.
Florist/Handyman
1-800Flowers Flowerama
09.2019 - 09.2021
- Arrange flowers into bouquets and different vase arrangements.
- Handiwork, making shelving, using power tools, building wooden tables.
- Customer facing, taking custom orders, and ringing out purchases.
- Prepared new flower and greenery shipments for arrangement by stripping leaves below waterline.
- Mixing flower food solutions and filling floral containers with food solutions.
Retail Service Specialist
Goodwill of the Heartland
12.2017 - 09.2019
- Greet donors, and accept donations.
- Performed sorting through donations and identifying high ticket items in a timely fashion.
- Kept customer spaces clean, neat and organized for maximum appeal.
- Work cash register and restock sales floor as available.
- Count money and record increased productivity statistics (sorting donations, revenue, etc.)
Education
Associates degree - Liberal Arts
DMACC
Des Moines, IA05.2025
High School Diploma -
Muscatine High School
Muscatine, IA05.2018
Skills
- Creative Solutions
- Hardware and Software Repair
- Customer Satisfaction
- Technical Specifications
- User Experience
- Configuring Devices
Certification
- Certified iOS Mobile Technician, Apple, Inc. - 2020
- Certified iOS Repair Technician, Apple, Inc. - 2021
Timeline
IT Service Desk Analyst - Mobile
Wright Service Corp
12.2023 - Current
IT Contractor - Help Desk
Palmer Group / Wright Service Corp.
11.2022 - 12.2023
Technical Expert
Apple, Inc
10.2019 - 11.2022
Florist/Handyman
1-800Flowers Flowerama
09.2019 - 09.2021
Retail Service Specialist
Goodwill of the Heartland
12.2017 - 09.2019
Associates degree - Liberal Arts
DMACC
High School Diploma -
Muscatine High School
Similar Profiles
Gabriela Ibarra-SaldañaGabriela Ibarra-Saldaña
Benefits Specialist/Leave Admin (Hybrid Remote) at Wright Service CorpBenefits Specialist/Leave Admin (Hybrid Remote) at Wright Service Corp
Robert FernandezRobert Fernandez
Senior Accounting Administrator at Norman S. Wright Mechanical Equipment Corp.Senior Accounting Administrator at Norman S. Wright Mechanical Equipment Corp.
Charles WilsonCharles Wilson
Traffic Flagger/Team Leader at Wright Construction CorpTraffic Flagger/Team Leader at Wright Construction Corp