Lilith Robinson
Lakewood,CO
Summary
Focused Help Desk Analyst with 7 years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Desk Clerk
King Soopers
03.2023 - Current
- Follow the company's established protocols for managing postage stamps, money orders, gift certificates, lottery tickets, and Western Union money transfers
- Adhere to company guidelines for handling funds, coupons, and tender transactions.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enforced building rules with staff, guests, and outside professionals.
- Collected room deposits, fees, and payments.
- Checked in and out designated equipment, keys, and supplies.
- Assisted with onboarding of new employees.
Helpdesk Analyst
Abilene Christian University
11.2019 - 02.2022
- Provided on-site and remote technical support for computer-related issues, including ticket creation and communication via email or phone.
- Contributed IT Support, Desktop Support, Active Directory Management, Network Support, Customer Support, and Phone Support whenever needed.
- Performed Tier 1 IT support to non-technical internal and external users through desk side support services.
- Provided basic end-user troubleshooting and desktop support.
- Utilized ticketing systems to manage and process support actions and requests.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
Student Technician
Abilene Christian University
08.2010 - 08.2016
- An enthusiastic Technology Analyst with over five years of experience in customer service, technology support, and management
- Acknowledged for a robust work ethic and exceptional interpersonal skills.
- Helped average of 20-30 customers daily with issues regarding various Systems, Software, and Hardware.
- Installed, configured and maintained computer systems and network connections.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Associates of Information Technology - Cybersecurity
Abilene Christian University
Abilene, TX08-2019
Skills
- Remote Support
- Customer Support
- Technical issues analysis
- Training abilities
- Communicating with clients
- Ticketing systems
- Proficient in MacOS, Windows, iOS, and Android
- Technical Support
- Hardware support
- Incident Management
- Technical documents comprehension
- Recording support tickets
Certification
- HDI Support Center Analyst (HDI-SCA), HDI - June 16, 2020
- KCS V6.0 Foundation, HDI - August 10, 2020
- ITIL® Foundation Certificate in
IT Service Management, PeopleCert Axelos - March 11, 2021
Timeline
Desk Clerk
King Soopers
03.2023 - Current
Helpdesk Analyst
Abilene Christian University
11.2019 - 02.2022
Student Technician
Abilene Christian University
08.2010 - 08.2016
- HDI Support Center Analyst (HDI-SCA), HDI - June 16, 2020
- KCS V6.0 Foundation, HDI - August 10, 2020
- ITIL® Foundation Certificate in
IT Service Management, PeopleCert Axelos - March 11, 2021
Associates of Information Technology - Cybersecurity
Abilene Christian University
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