Job Search Status
Open to workDesired start date: Flexible
Open To Work
Renee Gfrerer
Service Desk Analyst
Forest Lake,MN
Work Preference
Summary
Dynamic and results-driven professional with over 20 years of extensive troubleshooting experience, thriving in fast-paced, ever-evolving environments. Proven ability to navigate high-demand situations while maintaining company standards and values, fostering a positive and energetic workplace atmosphere. Expertise in delivering exceptional technical support within enterprise business settings ensures seamless operations and enhanced user satisfaction. Committed to continuous improvement and innovation, consistently adapting to meet the needs of clients and the organization.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Senior Support Center Analyst
Old Republic Title
04.2007 - 03.2026
- Collaborating with clients in a Citrix environment to assist in troubleshooting Citrix itself or other applications such as RamQuest, Vinca, Resware and Nuance
- Orchestrating encryption through the McAfee process of encryption recovery and maintaining updates of software.
- Creating, tracking and resolving tickets in a ServiceNow ticketing system, as well as working tickets submitted from clients to ServiceNow.
- Setting up remote access and assisting with setting up soft tokens using Entrust.
- Fielding incoming calls and providing end user support for all software and hardware issues.
- Installing and configuring several different programs from internal Software Center and verifying successful installations.
- Maintaining and exceeding expectations for daily metrics while producing excellent customer service.
- Providing excellent support for any clients having issues in the Citrix virtual environment and regular desktop environment.
- Thoroughly documenting all troubleshooting steps in ServiceNow to gain resolution.
- Generating and maintaining knowledge base articles on applications
- Running morning Smoke test for applications necessary for clients
- Experienced with AS400 and Ordocs
- Providing technical support for Apple iOS devices (iPhone, iPod, iPad).
- Managing tense situations with end users while maintaining a positive attitude.
- Researching solutions and coaching customers on fixes over the phone.
Administrative Assistant/PC Analyst
Wells Fargo
04.1994 - 04.2007
- Carried out any administrative tasks required by the position.
- Provided superior customer service.
- Provided analysis and technical support to employees who work with laptops, PCs and printers.
- Diligently managed all service requests using issue/request tracking software.
- Consulted user guides, technical manuals and other documents to research and implement solutions.
- Contributed to our “problems and solutions” knowledge base used by all technical support analysts.
- Participated in documenting new specifications or standards for in-house applications and software.
- Actively participated in finding the best methods of information management.
- Configured, maintained, and supported for both internal and external applications.
- Ordered and setup all workstations to the network and installed necessary software.
Education
MCSE certified - windows 2000
AA degree - undefined
Century College
White Bear Lake, MNundefined
Hill Murray High School
Maplewood, MNSkills
- Windows 7, 10 Installation & Support
- Linux
- IOS/MAC OS X
- Microsoft Office 2010, 2016 and Office 365
- VMWareNirtualBox
- Remote Access,RDP,CMRCViewer
- Active Directory Configuration
- Network Troubleshooting
- Network Protocols
- VPN And Remote Access
Certification
The Microsoft Certified Solutions Expert (MCSE)
Timeline
Senior Support Center Analyst
Old Republic Title
04.2007 - 03.2026
Administrative Assistant/PC Analyst
Wells Fargo
04.1994 - 04.2007
AA degree - undefined
Century College
undefined
Hill Murray High School