Hi, I’m
James Tillman
Irving,TX
Summary
Currently seeking a Service Desk Analysis Position 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
26
years of professional experience
Work History
AMN Healthcare
Service Desk Analyst
09.2018 - 07.2024
Job overview
- Supporting client POS systems and corporate customers
- Provided customer service to remote and internal office employees
- Worked both in office, remote, and hybrid models while at AMN.
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
Fujitsu America
Service Desk Analyst
08.2011 - 08.2018
Job overview
- Supporting client POS systems and corporate customers
- Provided enterprise support for over 300 applications
- Supported agents and clients in a fast-paced environment
- Assisted in training technical support agents.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Engaged in user support interactions via telephone, chat and email platforms.
Robert Half Technologies (supporting Fujitsu)
First-level Technical Support
01.2007 - 08.2011
Job overview
- Provided enterprise support for over 300 applications
- Supported agents and clients in a fast-paced environment
- Subject Matter Expert (SME) supporting client POS systems and corporate customers.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
KeyHole Roadside Assistance
Road Service Technician
06.2005 - 04.2006
Job overview
- Provided emergency roadside assistance in high-traffic and residential areas
- Worked on-call 24/7.
- Increased customer satisfaction through efficient roadside assistance and quality repairs.
- Collaborated with dispatch team to ensure timely arrival at job sites, minimizing customer wait times.
Securus Technologies
Service Desk Analyst
08.2002 - 06.2005
Job overview
- Technical support for inmate facility phone systems (P3 and CPS software)
- Reset and managed secure passwords and phone recordings
- Assisted in installing, testing, and training for beta software and hardware
- Subject Matter Expert (SME) supporting client POS systems and corporate customers
- Provided enterprise support.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Engaged in user support interactions via telephone, chat and email platforms.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
Compucom
Service Desk Analyst
10.2000 - 10.2001
Job overview
- Reset NT/Novell and Mainframe passwords
- Supported mainframe printers and applications (Office 97/2000, Ccmail, Exchange, Windows 2000/95/98)
- Provided quality customer service to external and internal customers.
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
Software Spectrum
Service Desk Analyst
08.1998 - 10.2000
Job overview
- Supervised technical personnel
- Handled escalations and trained personnel
- Supported Windows 95/98, IE 4.0/5.0, Outlook,numerious propriety applications
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
Education
Richland CollegeDallas, TX
No Degree from General Studies
Skills
Office 365, Active Directory
- ServiceNow ticketing system
- Troubleshooting hardware and software
- Excellent communication and customer service skills
- Remote Technical Support
- Incident Management
- Computer Diagnostics
- Customer service expert
Timeline
Service Desk Analyst
AMN Healthcare
09.2018 - 07.2024
Service Desk Analyst
Fujitsu America
08.2011 - 08.2018
First-level Technical Support
Robert Half Technologies (supporting Fujitsu)
01.2007 - 08.2011
Road Service Technician
KeyHole Roadside Assistance
06.2005 - 04.2006
Service Desk Analyst
Securus Technologies
08.2002 - 06.2005
Service Desk Analyst
Compucom
10.2000 - 10.2001
Service Desk Analyst
Software Spectrum
08.1998 - 10.2000
Richland College
No Degree from General Studies