R. Scott McLeod
Service Desk Analyst
Avondale Estates,GA
Summary
Seasoned Service Desk Analyst bringing 6 years of Information Technology experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer satisfaction.
Overview
7
7
years of post-secondary education
16
16
years of professional experience
Work History
Service Desk Analyst
Swisher
JACKSONVILLE, FL
11.2019 - Current
- Prioritized empathetic customer service in each interaction, whether in person, online, or on the phone.
- Provide technical support to over 1,000 users through phone, email, chat, and onsite services.
- Categorize incoming requests as incidents or service request within ticket management system Troubleshoot, Remediate, and Follow up on all owned and assigned tickets.
- Requires intermediate knowledge of Windows OS, Mac OS, Microsoft Office Suite, as well as internal systems for managing users and systems.
- Help Desk support also includes the setup, installation, and configuration of desktop hardware and software.
Service Desk Analyst
Astadia
JACKSONVILLE, FL
03.2018 - 11.2019
- Responsible for providing technical support for inbound client calls, emails, web, fax or any other type of self-help requests.
- Provide the initial point of contact for technical problems and perform troubleshooting tasks, problem diagnosis, resolution, or escalation.
- Requires a general knowledge of hardware and software components, local to the desktop and as they relate to the network.
- Help Desk support also includes the setup, installation, and configuration of desktop hardware and software.
Customer Experience Manager (Internship)
Resility Health
JACKSONVILLE, FL
12.2017 - 03.2018
- Set up marketing automation system (MailChimp), integrating with ecommerce and customer support platforms (Zendesk).
- Document the support process, establishing service level agreements, and training team members.
- Monitor support requests and provide professional and timely customer support to customers and prospects.
- Document and test the new customer onboarding process, including communication, customer education, and tutorials.
- Testing and QA of mobile app, website, and ecommerce.
Senior CSR
Medtronic
JACKSONVILLE, FL
09.2013 - 09.2017
- Assist customers with processing orders, returns, and inquiries related to Medtronic products.
- Created knowledge base for customer service department, increasing productivity by an average of 20% by reducing average call time and the time agents spent looking for information.
- Lead Coach and SME for Medtronic Navigation support for new phone agents on policy and procedures in preparation for their test out.
- Trainer and SME for Medtronic Navigation team within the Surgical Technologies customer service department.
Forklift Operator
Shaw’s Cold Storage
JACKSONVILLE, FL
11.2012 - 09.2013
Tech Depot CSR
Office Depot Inc
JACKSONVILLE, FL
03.2012 - 04.2013
Call Center Support Manager
GotSoccer
JACKSONVILLE, FL
08.2011 - 05.2012
Manager
Advanced Disposal Services
JACKSONVILLE, FL
03.2010 - 08.2011
Web Content Management Associate
JPMorgan Chase
JACKSONVILLE, FL
05.2007 - 03.2009
eCommerce Support Specialist
Web.com
JACKSONVILLE, FL
10.2004 - 05.2007
Education
Bachelor of Applied Studies - Computer Systems, Networking
Florida State College At Jacksonville
Jacksonville, FL 08.2018 - 04.2020
Associate of Arts - General Studies
Florida State College At Jacksonville
Jacksonville, FL 03.2018 - 08.2019
No Degree - I-TECH Java Program
Florida State College At Jacksonville
Jacksonville, FL 08.2017 - 03.2018
Associate of Arts - Healthcare Management
Southern New Hampshire University
01.2016 - 01.2017
Associate of Science - Digital Media
Full Sail University
Winter Park, FL 04.2001 - 07.2003
Skills
Active Directory
Customer service expert
Technical issues analysis
Desktop support
Application support
Office 365
Timeline
Service Desk Analyst
Swisher
11.2019 - Current
Bachelor of Applied Studies - Computer Systems, Networking
Florida State College At Jacksonville
08.2018 - 04.2020
Associate of Arts - General Studies
Florida State College At Jacksonville
03.2018 - 08.2019
Service Desk Analyst
Astadia
03.2018 - 11.2019
Customer Experience Manager (Internship)
Resility Health
12.2017 - 03.2018
No Degree - I-TECH Java Program
Florida State College At Jacksonville
08.2017 - 03.2018
Associate of Arts - Healthcare Management
Southern New Hampshire University
01.2016 - 01.2017
Senior CSR
Medtronic
09.2013 - 09.2017
Forklift Operator
Shaw’s Cold Storage
11.2012 - 09.2013
Tech Depot CSR
Office Depot Inc
03.2012 - 04.2013
Call Center Support Manager
GotSoccer
08.2011 - 05.2012
Manager
Advanced Disposal Services
03.2010 - 08.2011
Web Content Management Associate
JPMorgan Chase
05.2007 - 03.2009
eCommerce Support Specialist
Web.com
10.2004 - 05.2007
Associate of Science - Digital Media
Full Sail University
04.2001 - 07.2003