Summary
Overview
Work History
Education
Skills
Timeline
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Serena Howard

Sterling,NY

Summary

Innovative Help Desk Analyst with 2 year's experience in prioritizing customer satisfaction while providing technical support. Successful in providing network support, troubleshooting and maintenance for range of technical support issues. Detail oriented Team player as well as self motivated with the ability to multitask and problem solve.

Overview

10
10
years of professional experience

Work History

Help Desk Analyst

Zones Nfrastructure
05.2022 - Current
  • 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.
  • 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.
  • Assisted in training new help desk staff, sharing best practices and technical knowledge for improved service quality.
  • Served as a subject matter expert within the team on specific applications or systems, sharing knowledge and insights to improve overall team performance.
  • Install, configure, administer support and analyze network status monitoring tools.
  • Assist end users with password resets, account unlocks, network connectivity issues.

COVID-19 Contact Tracer/ Case Investigator

Staffing Solutions
11.2021 - 02.2022
  • Reduced COVID-19 transmission by effectively identifying and contacting exposed individuals.
  • Provided emotional support for distressed individuals during difficult conversations surrounding their potential exposure to COVID19.
  • Enhanced community safety, providing clear guidance on isolation and quarantine procedures to exposed individuals.
  • Improved contact tracing efficiency with accurate data entry and case management system utilization.
  • Supported public health efforts by conducting thorough interviews with confirmed COVID-19 cases.
  • Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
  • Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
  • Clarified misconceptions about the virus, sharing accurate information during contact tracing calls.
  • Demonstrated empathy and professionalism during sensitive conversations, ensuring confidentiality of personal information.

Operations Manager

Center For Transformative Action
05.2017 - 04.2018
  • Managed Primary point of contact for Administrative requests between CTA and stakeholders.
  • Managed flow of information and documents into and out of Operations Office.
  • Respinsible for routine buisness communications in office. Including answering phones, emails and processing incoming ans outgoing mail.
  • Managed vendor relationships for CTA buisness accounts.
  • Managed donor relationships
  • Assisted with bookkeeping tasks as needed using Quickbooks and Shopkeep.
  • Maintained electronic and paper files.

Workforce Specialist/ Job Coach

Workforce New York
12.2015 - 07.2017
  • Greeted Customers at reception and initiated pre appointment activities.
  • Answered phones and transferred calls to appropriate department.
  • Offered online application assistance for Unemployment recipients and job seekers.
  • Prepared, coordinated and presented career readiness workshops.
  • Registered new customers and imputed new customer information into database.
  • Customer referral and orientation of services provided.

Community Educator Organizer

Center For Transformative Action
09.2015 - 02.2018
  • Interviewed participants of various studies ran by local agencies committed to diversity and social justice.
  • Maintained participant confidentiality.
  • Organization and charting of collected data for later use.

Restaurant Hostess

Coltivare
11.2014 - 03.2016
  • First point of contact for restaurant guests. Greeting, making reservations and taking phone calls answering questions about restaurant, school and menu.
  • Organized server sections, and report to back of house and front house issues before start of day.
  • Bussed and reset tables and restaurant floor plan as needed.
  • Helped maintain a steady flow of restaurant through seating and communication with staff and managers.
  • Made managers aware of anybissues in restaurants and maintained a clean and safe environment.

Education

Bachelors Of Science - Community And Human Services

SUNY Empire State College
Saratoga Springs, NY
09.2018

Skills

  • Security awareness
  • Software Installation
  • Logging support tickets
  • Network Troubleshooting
  • Remote Support
  • Active Listening

Timeline

Help Desk Analyst

Zones Nfrastructure
05.2022 - Current

COVID-19 Contact Tracer/ Case Investigator

Staffing Solutions
11.2021 - 02.2022

Operations Manager

Center For Transformative Action
05.2017 - 04.2018

Workforce Specialist/ Job Coach

Workforce New York
12.2015 - 07.2017

Community Educator Organizer

Center For Transformative Action
09.2015 - 02.2018

Restaurant Hostess

Coltivare
11.2014 - 03.2016

Bachelors Of Science - Community And Human Services

SUNY Empire State College

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Serena Howard