Joseph Hines
Phoenix,AZ
Summary
Dedicated and customer-focused Desktop Support and Customer Care Specialist with 8 of experience in delivering exceptional technical assistance and support to end-users. Skilled in troubleshooting hardware and software issues, providing personalized customer service, and fostering positive client relationships. Seeking to leverage combined expertise in desktop support and customer care to contribute effectively to a dynamic IT environment.
Overview
9
9
years of professional experience
Work History
Technology Operations Associate
Wells Fargo
01.2022 - Current
- Improved operational efficiency by implementing new processes and streamlining existing workflows.
- Managed inventory levels for optimal product availability and reduced waste.
- Assisted in the development of departmental budgets, ensuring fiscal responsibility and costeffectiveness.
- Collaborated with cross-functional teams to achieve project goals and meet deadlines.
- Analyzed data to identify trends, uncovering opportunities for process improvement and cost savings.
- Resolved customer issues promptly and professionally, maintaining high satisfaction rates while minimizing escalations.
- Conducted data analysis to identify weaknesses and improve value and cohesiveness of operations.
- Increased customer service success rates by quickly resolving issues.
Desktop Support
TEKsystems
01.2022 - 10.2022
- Provided basic end-user troubleshooting and desktop support.
- Enhanced desktop support staff's abilities to support and administer Citrix environment.
Payroll Analyst
SnapNurse
05.2021 - 01.2022
- Enhanced payroll accuracy by conducting thorough audits and ensuring proper documentation of all transactions.
- Streamlined payroll processes for increased efficiency, implementing automated systems and software solutions.
- Ensured compliance with federal, state, and local regulations by staying current on tax laws and reporting requirements.
- Collaborated with Human Resources to manage employee benefits administration, including enrollment and deductions tracking.
- Resolved payroll discrepancies promptly, addressing employee concerns and maintaining satisfaction.
- Maintained accurate records of paid time off, sick leave, and vacation accruals for timely distribution of benefits.
- Provided customer service to employees regarding payroll inquiries and issues.
Appointment Coordinator
AAA Auto Club Group
03.2020 - 02.2021
- Improved appointment scheduling efficiency by streamlining the booking process and implementing a user-friendly system.
- Reduced no-show rates with consistent follow-up calls and email reminders to clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing clear information on appointment details.
- Coordinated appointments for multiple departments, ensuring optimal use of resources and time management.
IT Analyst
CVS/caremark
05.2019 - 01.2020
- Streamlined IT processes by implementing automation tools and reducing manual effort.
- Optimized system performance by conducting regular audits and resolving identified issues.
- Enhanced data security with the implementation of robust encryption algorithms and firewalls.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
- Installed system updates to address vulnerabilities and reduce security issues.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
Social Media Manager
Cognizant Technologies Solutions
05.2017 - 03.2019
- Increased brand awareness by developing and implementing effective social media strategies.
- Boosted engagement rates with the creation of compelling and visually appealing content.
- Managed multiple social media platforms, ensuring a consistent brand voice and message.
- Analyzed performance metrics to identify areas for improvement and optimize social media campaigns.
- Led team meetings and training sessions, fostering collaboration among team members for optimal results in social media management tasks.
- Conducted media training for company executives and business leaders.
- Taught in-house employees strategies for successful internal and external communications.
Customer Service Help Desk Representative
DHL Worldwide Express
06.2015 - 04.2017
- Improved customer satisfaction by efficiently addressing and resolving technical issues.
- Enhanced team productivity by providing regular feedback and coaching to help desk representatives.
- Streamlined ticketing system for faster issue resolution and better customer experience.
- Provided exceptional customer service, leading to increased positive reviews and repeat business.
- Maintained a high level of product knowledge, ensuring accurate information was provided to customers during support interactions.
- Managed escalated customer issues, taking prompt action to address concerns and maintain positive client relationships.
- Served as a subject matter expert in troubleshooting software applications used by clients, reducing issue resolution timeframes significantly.
- Used ticketing systems to manage and process support actions and requests.
- Investigated and resolved customer inquiries and complaints quickly.
Education
No Degree - Journalism, Broadcast
Morgan State University
Baltimore, MDSkills
- Administrative Support
- Proficient in Windows
- Proficient in Microsoft
- Proficient in Python
- Project Planning
- Meeting planning
- Analytical Skills
- Problem-Solving
- Excel spreadsheets
- Report Writing
Currently in the process of obtaining my certification in Python.
Recently finished a bootcamp for learning Python and will be now studying to obtain my PCEP certification. I am also starting a AWS course in September.
Timeline
Technology Operations Associate
Wells Fargo
01.2022 - Current
Desktop Support
TEKsystems
01.2022 - 10.2022
Payroll Analyst
SnapNurse
05.2021 - 01.2022
Appointment Coordinator
AAA Auto Club Group
03.2020 - 02.2021
IT Analyst
CVS/caremark
05.2019 - 01.2020
Social Media Manager
Cognizant Technologies Solutions
05.2017 - 03.2019
Customer Service Help Desk Representative
DHL Worldwide Express
06.2015 - 04.2017
No Degree - Journalism, Broadcast
Morgan State University