Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jennifer Vyfhuis

Maricopa,AZ

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

24
24
years of professional experience

Work History

SR Technical Analyst

Wells Fargo & Company
Phoenix, AZ
08.2016 - 07.2023
  • Resolved record-breaking backlog of support tickets following major system malfunction.
  • Developed and managed third-tier resolution process to resolve issues originating from customer retention team.
  • Maintained positive working relationship with fellow staff and management.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Maintained records of data communication transactions, problems and remedial actions or installation activities.
  • Oversaw daily performance of computer systems.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
  • Supervised and directed workers engaged in installation of data communication equipment and software.
  • Provided support, troubleshooting and restoration services for networks, video conferencing, internet and phone systems.
  • Maintained physical equipment functions to meet productivity goals according to internal and external compliance initiatives.

Help Desk Analyst

Empire Today
Northlake, IL
02.2007 - 04.2014
  • Assisted IT and information system planning, execution and management to improve operational effectiveness.
  • Conducted data backups and disaster recovery operations.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Identified and resolved issues to maintain connectivity and minimize downtime.
  • Responded to user inquiries about hardware and software, explaining features and resolving questions.
  • Utilized enterprise desktop management tools to remotely assist others and deploy software.
  • Monitored and troubleshot IT infrastructure for operating issues, identifying failures and degradation.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Maintained positive working relationship with fellow staff and management.
  • Assisted customers by troubleshooting and resolving technical problems.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Trained new employees on support processes, procedures and knowledge base.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Maintained records, logs and lifecycle documentation of work requests.
  • Walked customers through processes of installing software or hardware and initial program start up procedures.
  • Resolved record-breaking backlog of support tickets following major system malfunction.
  • Increased overall company performance through improved IT uptime and cost reductions.

Help Desk Support

Harris Bank/EDS
Chicago, IL
02.1999 - 11.2006
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Managed user profiles, security access and shared file structures.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Maintained records, logs and lifecycle documentation of work requests.
  • Supported customers with password resets and account customization.
  • Resolved Level 1 technical issues with software, hardware and peripherals.
  • Opened service tickets for clients, documenting user information and description of problem.
  • Assisted customers with instructional support and product troubleshooting.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Modified and customized commercial programs for internal needs.
  • Conducted workflow analysis, space design or cost comparison analysis.
  • Entered commands and observed system functioning to verify correct operations and detect errors.

Education

Some College (No Degree) - Information Technology

Central Arizona College
Coolidge, AZ

Skills

  • Hardware and Software Installation
  • Technical Analysis
  • Best Practices and Standards
  • Information Security
  • Client Relations
  • Disaster Recovery Planning
  • IT Security Management
  • Network Analysis
  • Operations Improvement
  • Project Management

Timeline

SR Technical Analyst

Wells Fargo & Company
08.2016 - 07.2023

Help Desk Analyst

Empire Today
02.2007 - 04.2014

Help Desk Support

Harris Bank/EDS
02.1999 - 11.2006

Some College (No Degree) - Information Technology

Central Arizona College

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Jennifer Vyfhuis