Liam Atkinson
Fort Pierce,FL
Summary
Service Desk Agent with 3 years of experience analyzing and solving challenging IT issues. Relentless persistence when troubleshooting with customer service to match, ensuring no service problem is left unsolved. Ambitious and ready to absorb new knowledge.
Overview
8
8
years of professional experience
Work History
Service Desk Analyst
Dyopath
Stuart, FL
11.2020 - Current
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Assisted users with installation of new applications or software updates as needed.
- Resolved hardware, software, network, and peripheral device problems.
- Provided remote assistance to customers when required via phone or remote desktop tools like LogMeIn, TeamViewer, Nable, etc.
- Documented solutions and troubleshooting steps concisely in ticketing systems and informed other team members of new service solutions. Ticketing systems used, ServiceNow, BMC Helix, Smart IT and Ivanti.
- Managed user accounts in various platforms like Active Directory, Azure and ManageEngine. Password resets/unlocks, license assignment, and risk investigation were some of the processes performed here.
- Mobile Device troubleshooting and configuration, including Android and iOS devices. Experienced with Mobile Device Management.
- Authenticated and unlocked users MFA in systems like Azure and DUO, depending on the system.
- Supported 19 separate accounts at one time. Any user from these different accounts could call in, and I would need to equip myself to work in different systems/processes at any time.
Sales Associate
Tmoblie
Fort Pierce F, SD
06.2019 - 01.2021
- Greeted customers and provided exceptional customer service.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Handled customer complaints in a professional manner.
- Answered incoming telephone calls to provide store, products and services information.
- Helped customers find specific products, answered questions, and offered product advice.
- Maintained cleanliness of store environment including floors, windows, displays.
- Restocked shelves as needed to ensure sufficient inventory levels.
Front Desk Manager
Holiday Inn
Vero Beach, FL
10.2017 - 06.2019
- Assisted with training new staff members on front desk procedures and policies.
- Supervised a team of 5 front desk agents ensuring tasks were completed efficiently and effectively.
- Processed employee time sheets, payroll information and other administrative documents.
- Created marketing strategies to increase brand awareness within the local community.
- Managed customer complaints and rectified issues to complete satisfaction.
Front Desk Agent
Holiday Inn
Vero Beach, FL
05.2016 - 10.2017
- Assisted with check-in and check-out procedures for guests.
- Resolved customer complaints promptly and courteously.
- Provided information about hotel amenities, services, and local attractions.
- Inputted guest information into computer system accurately and securely.
- Monitored security cameras in lobby area as needed.
Education
Associate of Arts -
Indian River State College
Ft. Pierce, FL05-2017
High School Diploma -
Treasure Coast High School
Port Saint Lucie, FL05-2016
Skills
- Customer Service
- Efficient Technical Support
- Training Abilities
- System Administration
- O365 and Azure
- Microsoft Applications
- Hardware/Software Troubleshooting
- Network Troubleshooting
- Mac and Windows Experience
- iOS and Android Experience, including Mobile Device Management
- Remote Support
References
References available upon request.
Timeline
Service Desk Analyst
Dyopath
11.2020 - Current
Sales Associate
Tmoblie
06.2019 - 01.2021
Front Desk Manager
Holiday Inn
10.2017 - 06.2019
Front Desk Agent
Holiday Inn
05.2016 - 10.2017
Associate of Arts -
Indian River State College
High School Diploma -
Treasure Coast High School
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