P. Alex Hardin
Haslet
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Help Desk Analyst
Customer Value Partners, Inc.
06.2022 - 10.2024
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
- Logged support tickets and closed when issues were resolved.
- Assisted in training new help desk staff, sharing best practices and technical knowledge for improved service quality.
- Managed critical incidents effectively under high-pressure situations while maintaining professional communication with affected parties.
- Served as a subject matter expert within the team on specific applications or systems, sharing knowledge and insights to improve overall team performance.
Help Desk Analyst
Customer Value Partners, Inc.
09.2019 - 06.2022
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
- Logged support tickets and closed when issues were resolved.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
- Provided basic end-user troubleshooting and desktop support.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Provided exceptional remote support via phone, email, or chat, ensuring timely resolutions for geographically diverse users.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Quality Analyst
Customer Value Partners, Inc.
11.2014 - 09.2019
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Evaluated vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
Education
No Degree - Broadcast Journalism
Marshall University
Huntington, WVSkills
- New Hire Integration
- User Support Services
- Providing customer support
- Effective Team Participation
- Analytical Problem-Solving
- Effective Time Management
- Meticulous Attention to Detail
- Clear Interpersonal Communication
- Effective Organizational Skills
- Proficient in Active Listening
- Concise Information Sharing
- Adaptability Skills
Certification
- CPR/AED Certification
- CNA Family Caregiver Assistance 2021 March
Timeline
Lead Help Desk Analyst
Customer Value Partners, Inc.
06.2022 - 10.2024
Help Desk Analyst
Customer Value Partners, Inc.
09.2019 - 06.2022
Quality Analyst
Customer Value Partners, Inc.
11.2014 - 09.2019
No Degree - Broadcast Journalism
Marshall University
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