Michael Wright
Service Desk Analyst
Suitland,MD
Summary
Energetic Helpdesk professional with a passion for customer service that is ready to undertake challenging technical support duties in demanding environments. Cognizant of when to go hands-on with issues and when to delegate support calls to appropriate personnel. Eager to apply personal technological expertise to support tasks and keen technical judgment in fast-paced environments.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Service Desk Analyst
Apex Systems
Falls Church , VA
03.2021 - Current
- Accurately diagnose, troubleshoot, resolve, and/or escalate a variety of technical issues.
- Excels in asking probing questions, researching, and analyzing problems to accurately resolve or escalate issues.
- Provide world class customer service to over 1,800 Inova team members who serve more than 2 million individuals annually.
- Follow established guidelines, protocols, and practices to accurately escalate tickets to any of our 50 application support teams.
- Accurately documents help desk tickets with descriptions, resolutions and escalation notes into Service Now.
- Attended weekly team meetings to enhance technical and service knowledge and gain insight into beneficial technical resolution strategies.
Inova MyChart Help Desk Support
Apex Systems
Falls Church, VA
03.2021 - 05.2021
- Diagnose, troubleshoot and resolve a range of technical issues related to Epic MyChart.
- Consistently praised for communicating effectively with nontechnical users. Known for excellent problem-solving skills and patience dealing with frustrated users.
- Follow established guidelines, protocols, and practices to maintain security and integrity.
- Accurately document Service Now tickets.
Account Representative
State Farm - Jonathan Hancock
Clinton, MD
06.2019 - 03.2020
- Built and developed customer relationships to promote State Farm products.
- Developed leads, scheduled appointments, identified customer needs, and marketed appropriate products and services.
- Used a customer-focused, needs-based review process to educate customers about insurance options.
- Documented all policyholder and prospect interactions using CRM.
- Promptly followed up and resolved customers' service or billing complaints.
- Demonstrated a sense of urgency when addressing customer issues.
Key Holder
Pentagon City Mall
Arlington, VA
12.2012 - 06.2019
- Integral member of the retail management team for Sperry, Oakley, and Ecco.
- Achieved over $100,000 of sales from 2015-2018.
- Provided acccurate daily cash reconciliation by counting cash drawers and submitting nightly bank deposits.
- Meticulously scanned products arriving and leaving store to ensure accurate inventory.
- Met sales targets consistently each shift by positively engaging customers and delivering high levels of service.
- Kept business operations moving smoothly by drafting sales reports, coordinating staff schedules and managing opening and closing procedures.
Education
High School Diploma -
Wilson High School
Washington, DC 08.2007 - 06.2011
Skills
Service Now
Office 365
Windows 7
Windows 10
Active Directory
Citrix
Avaya Software Phone System
Printers
Epic
RSA Software token management
SCCM Remote Desktop control
Meraki VPN
Air-watch
Computer Hardware Installation
Additional Information
Attended a 3 month HelpDesk Support training program which propelled me to obtain a COMPTIA A+ certification in 2015.
Certification
Comptia A+ (Expired 2018)
Timeline
Service Desk Analyst
Apex Systems
03.2021 - Current
Inova MyChart Help Desk Support
Apex Systems
03.2021 - 05.2021
Account Representative
State Farm - Jonathan Hancock
06.2019 - 03.2020
Comptia A+ (Expired 2018)
07-2015
Key Holder
Pentagon City Mall
12.2012 - 06.2019
High School Diploma -
Wilson High School
08.2007 - 06.2011