Jasmine King
Senior Service Desk Analyst
Red Oak,TX
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
7
7
years of professional experience
Work History
Senior Service Desk Analyst
HCL Tech
3 2023 - Current
- Coordinate and manage relationships with vendors and support staff that resolve hardware, software, and network problems
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Increased first-call resolution rates through comprehensive knowledge of company systems and applications.
- Collaborated with cross-functional teams to resolve complex technical issues, minimizing downtime for critical business systems.
- Enhanced service desk efficiency by streamlining processes and implementing automation tools.
- Maintained detailed documentation of incident resolutions, contributing to the growth of the internal knowledge base.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Technical Support Specialist
State Farm Insurance
07.2019 - 03.2023
- Documented and recorded all client interactions in designated client management systems to promote transparency and understanding of technical issues.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
Claims Adjuster
State Farm Insurance
03.2017 - 07.2019
- Investigated insurance claims by evaluating facts and applying coverage
- Applied knowledge of policies and insurance regulations when determining coverage, liability & damages
- Effectively managed work through task-driven queues while multi-tasking in a fast-paced environment.
- Mitigated risks and increased profitability with well-developed strategies for reducing future claims and costs.
- Substantiated legitimate claims and denied unjustified claims.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Evaluated insurance policies and analyzed damages to determine coverage.
Education
Associate of Science - Information Technology
Dallas College
Dallas, TX 05.2001 -
Skills
- MS Office/O365
- Remote Desktop
- Microsoft Windows
- Systems Administration
Technical support expertise
Ticketing system proficiency
ITIL Knowledge
SLA Compliance
Incident Management
Remote Desktop Support
Hardware diagnostics
Security Protocols
Timeline
Technical Support Specialist
State Farm Insurance
07.2019 - 03.2023
Claims Adjuster
State Farm Insurance
03.2017 - 07.2019
Associate of Science - Information Technology
Dallas College
05.2001 -
Senior Service Desk Analyst
HCL Tech
3 2023 - Current