Justin Nottingham
Philadelphia,PA
Summary
Competent Help Desk Analyst, well-versed in assisting users of various skill levels with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.
Overview
14
14
years of professional experience
Work History
IS Service Desk Support
Trinity-health
Newtown Square, PA
09.2015 - Current
- Engaged in user support interactions via telephone, chat and email platforms
- Addressed user customer service concerns and decided when to escalate problems to specialist team members
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks
- Resolved common user concerns by utilizing preset issue resolution scripts
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Managing 30-40 call per day
Computer Operator
Amerihealth Administrators
Horsham, Pa
11.2014 - 04.2015
- Add approved production batch jobs to schedule
- Monitor daily production schedule as needed
- Create & schedule requested configurations for batch file acquisition using ActiveBatch
- Troubleshoot & log failed batch jobs when required
- Attended periodic conference calls regarding updates to current projects and any coming changes or requests
Asset Assignment
Exelon – Contracted
Philadelphia, Pa
06.2014 - 10.2014
- Windows 7 Migration Asset Assignment
- Install requested applications on new Windows 7 assets
- Data migration from Win XP to Win 7
- Assist migrated users with Windows 7 functionality
- Collect & inventory old Windows XP asset
Tier 1 CAE
Comcast Business Services
Horsham, Pa
05.2013 - 05.2014
- Assisted inbound callers with payment information and support
- Responded to customer needs through competent customer service and prompt problem-solving
- Assisted call-in customers with questions and orders
- Educated customers on promotions to enhance sales
- Provided customers with detailed information on company products, services and materials
- Directed customers to appropriate departments for additional support
- Verified accuracy of business services customer account information and updated when necessary
- Handled 40-50 calls per day
Help Desk Analyst
Stewart Business Systems
Burlington, NJ
09.2012 - 05.2013
- Trained and supported end-users with software, hardware and network standards
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems using remote support services
- Documented daily activities, behaviors and incidents for permanent record
- Handled daily incoming telephone calls, emails and chat requests
- Performed remote installation of multifunction printers with or without onsite assistance
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
- Developed and maintained positive customer relationships
Education
Certificate of Completion - Computer Networking And Security
Lincoln Technical Institute
Moorestown05.2013
Skills
- Troubleshooting Technical Issues
- Hardware and Software Installation
- Customer Complaint Resolution
- Support Ticket System Management
- Staff education and training
- Verbal and written communication
- Proficient in Mac and PC systems
- Active Directory
- Print Server Management
- Customer Service
- OS installation & workstation reimaging
- Network & application specific account support
Timeline
IS Service Desk Support
Trinity-health
09.2015 - Current
Computer Operator
Amerihealth Administrators
11.2014 - 04.2015
Asset Assignment
Exelon – Contracted
06.2014 - 10.2014
Tier 1 CAE
Comcast Business Services
05.2013 - 05.2014
Help Desk Analyst
Stewart Business Systems
09.2012 - 05.2013
Certificate of Completion - Computer Networking And Security
Lincoln Technical Institute