Janell Knight
Grand Blanc,MI
Summary
Experienced Remote Helpdesk/Application Specialist with over 10 years of customer-supporting IT roles. Skilled in remote troubleshooting, data analysis, and project management, consistently driving customer satisfaction and operational efficiency. Proficient in ServiceNow, PowerBI, and Microsoft Office Suite to deliver innovative solutions and enhance productivity. Demonstrated ability to manually install applications and operating systems independently and within company ERPs. Committed to providing exceptional support and contributing to the organization's success.
Overview
8
8
years of professional experience
Work History
IT Analyst - Remote
Dell Technologies
08.2021 - 04.2024
- Resolved 96.8% of customer issues on first contact, enhancing customer satisfaction and retention
- Handled 150 emails daily, ensuring timely and effective communication with clients utilizing email, chat, Teams and Zoom
- Created Confluence knowledge base, boosting staff productivity and information accessibility. Used by 88.3% of staff
- Utilized PowerBI for accurate data management, improving data handling efficiency and to manage knowledge base
- Worked closely with development teams to improve user experience, monitoring feedback and making necessary adjustments to software applications
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
IT Analyst
Strategic Staffing Solutions/DTE
09.2017 - 04.2021
- Improved ticketing resolution time by 25% by applying strategic problem-solving techniques and rewriting ticketing form
- Installed and troubleshot several applications used by company that housed over 10,000 employees across 5 locations
- Implemented operating systems manually and remotely
- Saved $147,000 in equipment costs by analyzing usage data and implementing inventory management processes
- Developed inventory management processes to prevent losses, ensuring efficient resource allocation
- Used ServiceNow and Excel to manage and track tickets, and requests
IT Support Technician
Total Wine
04.2017 - 08.2017
- Provided Tier 1 and 2 technical support for 5,000 users across headquarters and 157 stores, reducing incident callback rate by 12% ensuring minimal downtime and maximizing operational efficiency
- Accurately identified user needs and provided effective solutions
- Maintained and repaired diverse computer systems, hardware, and peripherals, ensuring optimal performance and longevity of IT assets
- Escalated and reassigned tickets as necessary, ensuring timely resolution of technical issues
- Utilized technical, analytical, and communication skills to improve user satisfaction and operational efficiency
Help Desk Analyst
Randstad Staffing Technologies
09.2016 - 04.2017
- Handled 60+ calls daily, surpassing targets and enhancing customer satisfaction
- Resolved technical issues for Android and iOS users, improving device performance
- Utilized ticket tracking system to manage and resolve user queries efficiently
- Analyzed and optimized IT performance, addressing slow or delayed issues
Education
Google Data Analytics Certificate -
Coursera
Online01-2025
Microsoft Business Analyst Professional -
Microsoft
Online01-2025
Bachelor of science -
Wayne State University
Detroit, MI12.2004
Skills
- Microsoft Office Suite
- Confluence/Jira Workspace
- Power BI
- Google Docs
- Project Manager
- ITIL Knowledge
- SAP NetWeaver
- Software Support
- ServiceNow
- CRM
- Data Entry
- Customer Support
Timeline
IT Analyst - Remote
Dell Technologies
08.2021 - 04.2024
IT Analyst
Strategic Staffing Solutions/DTE
09.2017 - 04.2021
IT Support Technician
Total Wine
04.2017 - 08.2017
Help Desk Analyst
Randstad Staffing Technologies
09.2016 - 04.2017
Bachelor of science -
Wayne State University
Google Data Analytics Certificate -
Coursera
Microsoft Business Analyst Professional -
Microsoft