Julie Hoagland
Magna
Summary
Resourceful Service Desk Technician known for high productivity and efficient task completion. Skilled in troubleshooting, technical support, and IT service management. Excel at communication, problem-solving, and adaptability, ensuring smooth operation of IT services and user satisfaction.
Overview
31
31
years of professional experience
Work History
Service Desk Technician 2
Western Governers University
Salt Lake City
05.2024 - Current
- Provide technical guidance and mentorship to Tier 1 technicians to improve first-call resolution rates
- Conduct advanced troubleshooting across hardware, software, and account management systems
- Perform data integrity corrections including care profile and contact record merges
Service Desk Technician
WESTERN GOVERNOR UNIVERSITY
01.2022 - 05.2024
- Performed Inbound and Outbound calls for Students and Staff
- Assisted with troubleshooting hardware and software issues
- Handled password resets and helped with claiming accounts
SUTTER HEALTH
01.2020 - 01.2021
- Performed Inbound and Outbound Calls
- Assisted Insurance Company with billing coding
- Handled all medical billing questions and Payments
- Handled Records requests and Web Chats
Microsoft Tier 2 Application Support
Unisys
01.2014 - 01.2018
- Provided Advanced troubleshooting such as Network failure, Microsoft Dynamics Customer Relationship management, Persona and Point of Sale for the Microsoft Retail Stores.
- Help launch our new Point of Sales application to make sure of a smooth rollout for our stores.
- Created and managed conference calls for high priority issues.
- Assisted in creating training documents for our applications and products
Microsoft Retail Helpdesk Support
Unisys
01.2011 - 01.2014
- Performed Access Requests
- POS Troubleshooting Knowledge
- CRM Troubleshooting Knowledge
- Helped in building KB Articles
- Escalations Manager
- Leadership Skills
- Problem Solving
Shift Manager
Mcdonalds
01.2008 - 01.2009
- Recorded Monthly Paperwork
- Did the truck order and counted as well
- Ran the Floor
- Set up and maintained POP (Point of Purchase advertisements)
Customer Relations Manager
Alorica
01.2004 - 01.2008
- Work with customers on fixing their computers.
- Took supervisor calls and did email escalations for the company
- Achieved from Bronze Level Agent to a Silver Level Status
- Went from Silver Agent to Gold Agent Status
- Was a Gold Agent and went to a Customer Relations Manager
Swing Manager
Mcdonalds
01.1999 - 01.2004
- Successfully managed a crew
- Took charge of training classes
- In charge of Incentives to achieve goals
- Creating New Ideas
Crew Chief
Arctic Circle
01.1995 - 01.1999
- Took care of customer’s needs.
- Occasionally closed, and opened the store
- Handled Deposits
- Was in charge of the crew when a Manager wasn’t around
- In charge of interviews
Education
Diploma -
Cyprus High School
01-1997
Some College (No Degree) - COMPUTER Science
Stevens-Henager College
Skills
- Excellent Customer Service Skills
- Ability to work in a fast-paced environment
- Good Communication Skills
- Good problem-solving Skills
- Good Interpersonal Skills
- Leadership skills
- Ability to work under extreme pressure
- Have the ability to help other individuals to succeed at a higher level
Timeline
Service Desk Technician 2
Western Governers University
05.2024 - Current
Service Desk Technician
WESTERN GOVERNOR UNIVERSITY
01.2022 - 05.2024
SUTTER HEALTH
01.2020 - 01.2021
Microsoft Tier 2 Application Support
Unisys
01.2014 - 01.2018
Microsoft Retail Helpdesk Support
Unisys
01.2011 - 01.2014
Shift Manager
Mcdonalds
01.2008 - 01.2009
Customer Relations Manager
Alorica
01.2004 - 01.2008
Swing Manager
Mcdonalds
01.1999 - 01.2004
Crew Chief
Arctic Circle
01.1995 - 01.1999
Diploma -
Cyprus High School
Some College (No Degree) - COMPUTER Science
Stevens-Henager College