Nicholas Kapetanakis
Winter Haven,FL
Summary
Focused Help Desk Analyst with 2 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.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Help Desk Analyst position. Ready to help my team achieve company goals.
Overview
2
2
years of professional experience
Work History
Help Desk Analyst Tier 1
Farmers Insurance Group
Remote
11.2022 - Current
- Enhanced customer satisfaction by providing timely and accurate technical support for their issues.
- Reduced downtime by efficiently diagnosing and resolving software and hardware problems.
- Streamlined help desk processes with effective ticket management, resulting in faster response times.
- Collaborated with IT team members to develop comprehensive solutions for complex issues, improving overall system stability.
- Maintained a high level of professionalism when interacting with clients, fostering positive relationships and promoting a supportive environment.
- Contributed to the development of internal knowledge base articles, allowing for more efficient troubleshooting and problem resolution.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices in help desk support.
- Developed strong relationships with team members across departments, working together to solve problems efficiently as they arose.
Senior Sales Representative
Farmers Insurance Group
Remote
01.2022 - 11.2022
- Increased sales revenue by building and maintaining strong relationships with key clients.
- Developed exceptional interpersonal, speaking, and listening skills from talking with both customers and upper management.
- Reached out to prospective leads through cold calling, applying variety of established selling methods.
- Continually navigated issues and solved complex strategy problems affecting sales growth and business direction.
- Identified customer needs by asking appropriate, open-ended questions.
- Acknowledged for achieving 9% increase in sales.
Skills
- Ticketing system proficiency
- Data Backup and Recovery
- System monitoring
- Software Installation
- Application support
- Incident Management
- Virtualization Knowledge
- Network Troubleshooting
- Remote Support
- Customer Support
- Communicating with clients
- Desktop support
- Technical issues analysis
- Application installations
- Help Desk Software
- Technical Support
- Remote Support Management
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Remote Technical Support
- Friendly and Patient
- Help Desk Support
- System Maintenance
- Issue and Resolution Tracking
Timeline
Help Desk Analyst Tier 1
Farmers Insurance Group
11.2022 - Current
Senior Sales Representative
Farmers Insurance Group
01.2022 - 11.2022