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
Network Administration
Computer System Diagnostics Software
Security awareness
Technical documents comprehension
Friendly and Patient
Remote Support
ITIL Knowledge
Onboarding
Team building
Microsoft Windows and Office
Active Listening
Accomplishments
- 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 -