Learning
Nde Tah-ngwe
Virginia Beach,VA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
20
20
years of professional experience
1
1
Certification
3
3
Languages
Work History
IT Service Desk Analyst
SAIC
Norfolk, VA
04.2003 - Current
- Povide secure end-to-end information technology (IT) services to more than 400,000 hardware devices used by more than 650,000 users at nearly 1,700 Continental United States (CONUS) and Outside of the Continental United States (OCONUS) sites worldwide via the Navy Marine Corps Intranet (NMCI), OCONUS Navy Enterprise Network (ONE-Net), Marine Corps Enterprise Network (MCEN) and other legacy networks
- Operates as the initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications
- Assists end-users/customers in resolving their IT issues accurately and promptly
- Takes detailed notes of the problem the user is experiencing, determines steps they can take to resolve the issue, and manages the flow of incoming support requests
- Interacts with the end-user to resolve the user's technical issues
- Remotely accessing the user's computer and making changes to their system and settings by navigating around application menus, or may be required to remote into customer's computer to fix an issue
- In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their own
- Troubleshoot network connectivity issues, working with remote employees on a corporate network
- Develops and sustains a productive customer relationship, making the customer and their needs a primary focus
- May escalate complex problems to higher-level IT support specialists and experts if they are unable to resolve the issue on their own
- Provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem
- Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs
- Support department-wide operations by supporting the creation, editing, and maintenance of IT documents
Customer Support Analyst
Shimmer Me Boutique
Virginia Beach, VA
01.2019 - 12.2020
- Interacted with clients by demonstrating product knowledge while articulately presenting product offerings, leveraging the quality of product lines, and maintaining communication via CRM systems
- Fostered operational potency by abiding by policies while promoting a conducive work environment amongst staff.
- Provided rapid job status reports to promote quick and accurate service.
- Logged work orders and change orders into database to track job status.
- Responded to customer calls and emails to answer questions about products and services.
- Gathered information through research and vendor inquiries to provide job estimates.
- Implemented and developed customer service training processes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Created and maintained detailed database to develop promotional sales.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Developed and updated databases to handle customer data.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Promoted available products and services to customers during service, account management, and order calls.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Sought ways to improve processes and services provided.
- Investigated and resolved customer inquiries and complaints quickly.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained staff on operating procedures and company services.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and team productivity by promoting operational best practices.
- Linked computers to network and peripheral equipment.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Recommended new and replacement hardware and software purchases.
- Served as backup for staff members, responding to system failure and maintenance emergencies.
- Set up and maintained user accounts and client access.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Created user accounts and assigned permissions.
Education
Bachelors of Science - Computer Information Science, Cyber Security
ECPI University
Associate - Computer Science
UMGC
Skills
Help Desk
Microsoft Office
Desktop support
Logging support tickets
Technical Support
Customer service expert
Data recovery
TCP/IP
Technical documents comprehension
Proficient in Mac and PC systems
Technical issues analysis
Application support
Software diagnosis
Flexible and Adaptable
Active Directory
Java script
Flash
Windows 10
Microsoft Outlook
Issue troubleshooting
Ticket management
End-user training
Support policy planning
Service desk team management
Report analysis
Detailed documentation
Client relationship management
Planning and Coordination
Excellent Communication
Clerical Support
Mac systems
Staff education and training
Accomplishments
- Increased number of resolved job tickets by 40 % over previous year.
- Contributed to a reduction in operational costs of 20%.
Affiliations
Navy spouse
Certification
CompTIA Security +
Interests
Timeline
CompTIA Security +
03-2023
Customer Support Analyst
Shimmer Me Boutique
01.2019 - 12.2020
IT Service Desk Analyst
SAIC
04.2003 - Current
Bachelors of Science - Computer Information Science, Cyber Security
ECPI University
Associate - Computer Science
UMGC