Summary
Overview
Work History
Education
Skills
Roles
Assignments
Timeline
Generic

Jeannicole Gaspard

Summary

Proficient Help Desk Agent with extensive experience in first-level customer support and issue resolution. Expertise in troubleshooting and diagnosing technical hardware and software problems. Maintains comprehensive documentation of interactions and resolutions, contributing to improved client satisfaction through effective communication and problem-solving. Proven ability to enhance customer experience by delivering timely and effective solutions.

Overview

18
18
years of professional experience

Work History

Help Desk Agent I

Atos
12.2022 - Current
  • Provided support as Clinical Service Desk Help Desk Agent I for Baylor Scott & White account.
  • Served as Atos CSD AH Administrator, managing user access and system configurations.
  • Responded to inquiries and resolved technical issues for healthcare clients efficiently.
  • Documented incidents and solutions in ticketing system to enhance knowledge base.
  • Collaborated with cross-functional teams to improve service delivery processes.
  • Conducted training sessions for new staff on help desk procedures and tools.
  • Monitored service requests to ensure timely resolution and client satisfaction.
  • Assisted in maintaining compliance with industry regulations and best practices.

Project Management Team Leader

Whitco Supply LLC
Houma
04.2007 - 06.2019
  • Business Type: Energy Wholesale & Retail
  • Led project planning sessions to define scope and objectives.
  • Mentored junior team members in project management best practices.
  • Communicated with stakeholders to align project goals and expectations.
  • Developed training materials for new staff members related to project management processes.
  • Managed project team members to ensure successful completion of projects.
  • Ensured compliance with company policies, standards and procedures.
  • Assigned tasks to team members based on their skillsets, experience levels, availability.
  • Collaborated with other departments such as Finance, HR and IT in order to complete projects successfully.

Education

High School Diploma - General & Honors Education

Terrebonne High School
USA
05.2006

Skills

  • IT services management
  • Customer support and service
  • Clinical documentation
  • ServiceNow expertise
  • Epic security fundamentals
  • Citrix administration
  • Unified service desk (USD)
  • Endpoint management
  • Technical support
  • User access management
  • Ticketing systems

Roles

Help Desk Agent I, Atos CSD AH Administrator

Assignments

12/12/22, Present, Baylor Scott & White, Baylor Scott & White - IDM Ready State, Help Desk Agent I, Atos CSD AH Administrator, Clinical Service Desk Help Desk Agent I for Baylor Scott & White account

Timeline

Help Desk Agent I

Atos
12.2022 - Current

Project Management Team Leader

Whitco Supply LLC
04.2007 - 06.2019

High School Diploma - General & Honors Education

Terrebonne High School

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