Service Now
Stephen Rath
Senior Helpdesk Advisor
Easton,MN
Summary
Focused Help Desk Analyst with three (3) years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.
Overview
7
7
years of professional experience
Work History
Senior Help Desk Analyst
NTT Data
04.2021 - Current
- Resolved technical issues by troubleshooting.
- Developed comprehensive knowledge base articles, enabling faster issue resolution for colleagues and end users.
- Developed and maintained courteous and effective working relationships.
- Generated reports to track performance and analyze trends.
- Mentored junior help desk analysts, fostering professional growth and enhancing team performance.
- Led training sessions on new software applications, increasing user proficiency and reducing support requests.
Front Desk Receptionist
Best Western Plus Kelly Inn
04.2019 - 04.2021
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Helped office staff prepare reports and presentations for internal or client-related use.
Community Advisor
SCSU Residential Life
08.2017 - 05.2019
- Facilitated community outreach to expand participation and support.
- Enhanced resident satisfaction by addressing concerns promptly and providing timely solutions.
- Evaluated program effectiveness using feedback from residents, adjusting future events based on their suggestions for improvement.
- Coordinated move-in/move-out processes, ensuring smooth transitions for both new and departing residents.
- Supported crisis management efforts by serving on an on-call rotation and responding effectively to emergencies when needed.
General Laborer
Wells Concrete
05.2017 - 08.2017
- Demonstrated strong work ethic, completing physically demanding tasks under varying conditions.
- Followed proper equipment operation and maintenance procedures to keep equipment in good working condition.
- Mixed and poured concrete for variety of projects.
Education
Bachelor of Science - Computer Science
Saint Cloud State University
Saint Cloud, MN 05.2001 -
High School Diploma -
United South Central High School
Wells, MN 05.2001 -
Skills
Performance metrics analysis
undefinedAccomplishments
- Collaborated with team of five (5) in the development of Check Scanner troubleshooting and documentation.
- Achieved reduced call volume through effectively helping with New Hire Technology Orientation.
Software
Excel
Teams
Active Directory
Timeline
Senior Help Desk Analyst
NTT Data
04.2021 - Current
Front Desk Receptionist
Best Western Plus Kelly Inn
04.2019 - 04.2021
Community Advisor
SCSU Residential Life
08.2017 - 05.2019
General Laborer
Wells Concrete
05.2017 - 08.2017
Bachelor of Science - Computer Science
Saint Cloud State University
05.2001 -
High School Diploma -
United South Central High School
05.2001 -
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