Marc Sproat
Wampum,PA
Summary
Innovative Help Desk Analyst with 5+ years' experience in prioritizing customer satisfaction while providing technical support. Successful in providing network support, troubleshooting and maintenance to thousands of workstations. Personable communicator while assisting with technical issues and training.
Overview
6
6
years of professional experience
Work History
Information Technology Help Desk Analyst
UPMC
07.2023 - Current
- Affectively Used Microsoft Azure, Active Directory, Citrix Workspace, and Our Knowledge Base to Troubleshoot and Resolve Problems
- Assisted Doctors, Nurses, and Employee's With a Multitude of Computer related Issues.
- Utilized Cherwell Service ticketing software for supporting Clients, and Users
- Time Efficiency Strongly needed, as Doctors and Nurses may be waiting on patients.
- Documented support interactions for future reference.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Information Technology Service Desk
Erie Insurance
01.2023 - 06.2023
- Assisted customers with computer systems, hardware, and software issues
- Utilized Service Now ticketing software for supporting Clients, Users, and Agents
- Strong customer service skills required, when diagnosing, troubleshooting, and fixing issues for callers.
- Facilitated IT enterprise architecture across organization's enterprise transformation programs.
- Managed infrastructure upgrades, analysis and resolution of end user hardware and software issues.
Delivery Coordinator
Mitsubishi Electric
07.2020 - 06.2022
- Successfully conducted multiple shipments within a span of 2 hours, while balancing instructing helpers
- Oversaw the loading and unloading of routine truck shipments, keeping things organized and safe to prevent damage
- Collaborated with team members to complete the job efficiently and safely while meeting deadlines.
- Obtained product specifications along with delivery address, date and contact information.
- Prepared delivery loads for shipment by overseeing teams, checking containers, and coordinating pickups.
Coordinator/Supervisor
Giant Eagle
09.2018 - 03.2020
- Assisted with self-checkout, coordination, curbside express, lot duty, grocery, and service desk assistance
- Took phone calls, and redirected them to the appropriate department
- Assessed sales reports to identify and enhance sales performance, support inventory oversight
- Successfully oversaw and handled all merchandising and maintenance for the front end
- Designed employee work schedules to address all operational needs
- Successfully trained all new employees effectively, in a timely manner for 2 years.
- Entered data, generated reports, and produced tracking documents.
- Gathered and organized materials to support operations.
Education
Associates - Technology
Pittsburgh Technical College
Oakdale, PA01.2023
Skills
- Creative Problem Solver
- Exceptional Communication Skills
- People Management
- Strong Telephone and Computer Skills
- Microsoft Office Suite Leadership
- Security awareness
- Software diagnosis
- Proficient in Citrix Workspace
- Proficient in Active Directory
- Technical documents comprehension
- System Administration
- Network Troubleshooting
Personal Information
Title: Information Technology Analyst
Passions
- Information Technology
- Leading Projects
- Learning
Timeline
Information Technology Help Desk Analyst
UPMC
07.2023 - Current
Information Technology Service Desk
Erie Insurance
01.2023 - 06.2023
Delivery Coordinator
Mitsubishi Electric
07.2020 - 06.2022
Coordinator/Supervisor
Giant Eagle
09.2018 - 03.2020
Associates - Technology
Pittsburgh Technical College
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