Shanee Guzman
KEYESPORT,IL
Overview
7
7
years of professional experience
Work History
Technology Service Center Analyst Senior
SSM Health
11.2023 - Current
- Conducted root cause analysis to recommend solutions for complex application and hardware issues.
- Performed ticket research and knowledge assessments to support external teams effectively.
- Mentored IT staff in resolving customer inquiries, ensuring comprehensive support.
- Troubleshoots and resolves access management and provisioning workflow issues.
Technology Service Center Technician
SSM HEALTH
01.2023 - 11.2023
- Provided Tier I technical support to end-users through phone, email, and remote access.
- Managed multiple concurrent issues, escalating as necessary for clinical and non-clinical applications.
- Troubleshot and resolved access management and provisioning workflow issues effectively.
- Documented solutions and troubleshooting steps concisely in ServiceNow.
Service Desk Specialist I
Patterson Companies Inc.
Effingham, IL
06.2021 - 01.2023
- Provided Tier I technical support for incoming user requests via phone, ehelps and live chat.
- Troubleshooted and resolve user’s issues in a timely manner including the use of Active Directory, Microsoft Office applications, Hardware/software configuration.
- Documented solutions and troubleshooting steps concisely in ServiceNow and alerted other team members of new service solutions.
Software/ Training Support Specialist I
Patterson Companies Inc.
Effingham, IL
08.2020 - 06.2021
- Resolved customer inquiries via phone, email, and chat in a timely manner.
- Utilized software updates, drivers, and online resources to troubleshoot issues effectively.
- Conducted virtual training sessions for third-party software integration with Patterson Dental Software.
- Implemented best practices in presenting data conversion evaluations to manage customer expectations prior to implementation.
Waitress
Guzman's Restaurant
Carlyle, IL
11.2019 - 08.2020
- Resolved customer concerns with friendly and knowledgeable service.
- Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
Mobile Sales Associate
T-Mobile
Omaha, NE
10.2018 - 11.2019
- Diagnosed issues with cell phone performance, technical operations and specific applications.
- Keyholder Responsibilities such opening/closing store and generating reports for the EOD, inventory count.
Education
Associate of Science - Network Administration
Kaskaskia College
Centralia, IL08.2019
High School Diploma -
Carlyle High School
Carlyle, IL05.2016
Skills
- Multitasking abilities
- Team-oriented collaboration
- Strong communication skills
- Technical issue resolution
- Office 365 expertise
- Citrix applications
- ServiceNow documentation management
- Goal-oriented mindset
Timeline
Technology Service Center Analyst Senior
SSM Health
11.2023 - Current
Technology Service Center Technician
SSM HEALTH
01.2023 - 11.2023
Service Desk Specialist I
Patterson Companies Inc.
06.2021 - 01.2023
Software/ Training Support Specialist I
Patterson Companies Inc.
08.2020 - 06.2021
Waitress
Guzman's Restaurant
11.2019 - 08.2020
Mobile Sales Associate
T-Mobile
10.2018 - 11.2019
Associate of Science - Network Administration
Kaskaskia College
High School Diploma -
Carlyle High School
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