Semaj Yelverton
Wake Forest,NC
Summary
Adaptable IT professional with strong troubleshooting and customer service skills. Known for effectively managing service desk operations and ensuring timely responses to technical inquiries, contributing to improved user satisfaction and team collaboration.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Affordable Care Inc., LLC
Morrisville, North Carolina
09.2023 - Current
- Troubleshot Dentrix Enterprise Dental software issues, expedited service requests, and resolved customer inquiries to enhance user satisfaction.
- Monitor and maintain the Salesforce ticketing system, ensuring all Service Desk and Account Management tickets are responded to in a timely and professional manner.
- Assist end users with Microsoft Office products and resolve related hardware and software issues.
- Troubleshooting network connectivity, computer and printer issues within the practices plays an essential role.
- Managing user accounts via Active Directory central repository.
- Understood importance of HIPAA laws for protecting patient information.
- Identified and responded to phishing attempts to safeguard organizational data and maintain compliance.
- Coordinated communication across Tier 2, Security, and Networking, ensuring accurate documentation in Salesforce tickets and Microsoft Teams chat.
Advanced Technical Support Representative
Shift4 Payments
Morrisville, North Carolina
09.2022 - 09.2023
- Demonstrated understanding of TCP/IP protocols, PCI compliance, and tokenization in technical environments.
- Assisted Help Desk III agent with hardware/software troubleshooting and setup for new hire training classes, enhancing training effectiveness.
- Supported Shift4 Advanced Technical Support Training Program as a teaching assistant and mentor.
- Managed ticket queue based on status/priority, ensuring timely resolution alongside project completion.
Student Technology Help Desk Assistant
University of North Carolina at Wilmington
Wilmington, North Carolina
08.2018 - 05.2019
- Provided desktop/PC support by upgrading software for enhanced performance, troubleshooting hardware issues, scanning for viruses, and unlocking student portal accounts.
- Utilized Microsoft Office 365, Google, iOS, and Knowledge Base software to efficiently resolve student inquiries and technical issues.
- Provided technical support to students and faculty via phone and email.
- Resolved software and hardware issues for campus computers and devices.
- Assisted in maintaining the university's help desk ticketing system for efficient tracking.
Education
Bachelor of Science - Information Technology
University of North Carolina At Wilmington
Wilmington, NC05-2022
Associate of Arts - Arts
Pitt Community College
Winterville, NC05-2019
Skills
- Service Desk operations
- Customer support
- Troubleshooting software
- Network troubleshooting
- Active Directory management
- Microsoft Exchange
- Office 365
- Microsoft Azure
- Critical Thinking
- Communication Effectiveness
- Teamwork
- HIPAA compliance
Certification
- CompTIA Security+ 601
Timeline
IT Service Desk Analyst
Affordable Care Inc., LLC
09.2023 - Current
Advanced Technical Support Representative
Shift4 Payments
09.2022 - 09.2023
Student Technology Help Desk Assistant
University of North Carolina at Wilmington
08.2018 - 05.2019
Bachelor of Science - Information Technology
University of North Carolina At Wilmington
Associate of Arts - Arts
Pitt Community College