Sheldon Larry
Columbia,SC
Summary
Experienced professional proficient in accounting and administrative needs of businesses. Efficiency-driven, highly accurate, and well-organized with open and clear communication style and self-motivated approach. Dedicated to team success and solving problems with minimal oversight.
Overview
5
5
years of professional experience
Work History
Business Support Analyst
Tennessee Wildlife Resource Agency
01.2025 - 03.2025
- Analyzed operational data to identify trends and provide actionable insights
- Supported cross-departmental initiatives aimed at improving service delivery
- Facilitated communication between stakeholders to ensure alignment on project goals
- Contributed to the development of reports that track performance metrics
- Imaged various Dell, HP & Apple devices to ensure the devices were compliant with company standards
- Answered an average of 15 inbound calls from on-site and remote staff regarding a wide range of questions or issues
Client Support Analyst II
HCA Healthcare
01.2021 - 11.2024
- Resolved client inquiries and technical issues, contributing to high satisfaction rates
- Utilized problem-solving skills to identify root causes and implement effective solutions
- Trained junior staff on support protocols and best practices
- Developed documentation to streamline support processes
- Answered an average of 500+ inbound calls a month while maintaining a 70% FCR
- Utilized applications such as Citrix receiver to resolve various applications issues such as frozen sessions and missing applications
- Reset and unlocked end user accounts using Active Directory after proper verification
- Used remote assistance applications such as BeyondTrust to ensure that all troubleshooting was completed
Client Support Analyst
Cerecore
12.2019 - 01.2021
- Managed client requests and ensured timely resolution of issues
- Collaborated with technical teams to enhance service delivery
- Gathered client feedback to identify areas for improvement in support processes
- Maintained accurate records of client interactions and support activities using ServiceNow
- Created Active Directory & Microsoft accounts for new users while also provisioning proper application access
- Escalated critical incidents to the proper tier 2 departments in a efficient timely manner
Education
High school Diploma -
Cane Ridge
05.2012
Skills
- Customer Service
- Client Support
- Technical Support
- Problem Solving
- Data Analysis
- Service Delivery
- Performance Metrics
- Active Directory
- ServiceNow
- Citrix
- Overnight Support
- Help desk
- Call Center
Timeline
Business Support Analyst
Tennessee Wildlife Resource Agency
01.2025 - 03.2025
Client Support Analyst II
HCA Healthcare
01.2021 - 11.2024
Client Support Analyst
Cerecore
12.2019 - 01.2021
High school Diploma -
Cane Ridge
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