Agile
Nicole Kahn
Fountain Valley,USA
Summary
IT Professional with proven success supporting multi-national employee end-users on computer help desk technical support by phone and chat support platforms. Key strengths include problem resolution, training, writing technical documents for knowledge bases, and excellent customer service.
Delivers high-quality technical assistance. Proven record of efficiently managing and resolving support requests to ensure system functionality. Collaborates effectively with team members and adapts to dynamic environments, showcasing technical proficiency and reliability.
Overview
16
16
years of professional experience
Work History
Help Desk Analyst
Wells Fargo and WF Auto/Dealer Services
01.2013 - Current
- Company Overview: Banking, Car Dealership finance, wholesale, investment company.
- Started as a consultant from Randstad in August 2012 and was hired full time in January 2013.
- Provides computer technical help desk support on the phones and chat support to internal system users.
- Supports 500+ end-users on phone support, resolving over 80% on the first call/chat.
- Identifies and solves technical issues using variety of diagnostic tools and methods.
- Manages critical incidents effectively under high-pressure situations while maintaining professional communication with affected parties.
- Manages high levels of call flow and responded to technical support needs.
- Installs, modifies, and repairs software and hardware to resolve technical issues.
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
Help Desk Analyst
Wells Fargo Dealer Services/WF Auto via Randstad
08.2012 - 01.2013
- Company overview: Banking, auto loans, wholesale plus.
- Provided computer technical help desk support on the phones and chat support for multiple banking applications, Microsoft Office, Microsoft/iOS/Android mobile app support.
- Supported 500+ end-users on phone support, resolving over 80% on the first call/chat.
Help Desk Analyst
The Capital Group via Randstad/Technisource
06.2011 - 08.2012
- Company Overview: A professional investment advisory company.
- Provided computer technical help desk support on the phones.
- Supported 500+ end-users on phone support, resolving up to 80% on the first call.
Help Desk Analyst
Panasonic Avionics location via Kelly IT Services
05.2009 - 02.2011
- Company Overview: An in-flight entertainment technologies company.
- Provided computer technical help desk support on the phones and on-site.
- Supported 500+ end-users on phone support, resolving 50 to 80% on the first call.
- Provided technical assistance at support window.
- Managed incoming shipments for deployment.
- Provided assistance/go-between for new hire requests.
Education
B.S.B.A. - Business Administration/Management
University of Phoenix
Fountain Valley, CA06.1995
A.A. - Business Administration
Golden West College
Huntington Beach, CA06.1988
Skills
- Computer technical support assistance by phone and chat
- Skilled in multiple help desk solutions
- Computer trainer
- Writes Technical support documentation and training manuals
- Industries supported include banking, investment, vitamin and supplement manufacturing, medical coverage management
Software
Microsoft Authenticator
Microsoft mobile apps
IOS mobile app support
Cisco Jabber/WebEx
Interaction Console
Remote assistance, Remote desktop
Microsoft Office 2016/365
Windows 10/11
Symantec virus scan
VPN - Global Protect, Pulse Secure
Adobe Acrobat
Help Desk software - ServiceNow, PAC2000, Remedy, Jira Service Desk
Timeline
Help Desk Analyst
Wells Fargo and WF Auto/Dealer Services
01.2013 - Current
Help Desk Analyst
Wells Fargo Dealer Services/WF Auto via Randstad
08.2012 - 01.2013
Help Desk Analyst
The Capital Group via Randstad/Technisource
06.2011 - 08.2012
Help Desk Analyst
Panasonic Avionics location via Kelly IT Services
05.2009 - 02.2011
B.S.B.A. - Business Administration/Management
University of Phoenix
A.A. - Business Administration
Golden West College
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