Hi, I’m
Tara M. Talley
IT
Folcroft,PA
Summary
Results-driven Help Desk Analyst with experience providing technical support to end users. Adept at diagnosing and resolving software and hardware issues, as well as providing training to end users. Skilled in managing and tracking help desk tickets using a ticketing system. Fosters positive, productive relations with all team members. Excellent computer, organizational, and administrative skills; effectively manages various concurrent projects. Adapts readily to new challenges and circumstances.
Overview
17
years of professional experience
Work History
Morgan Properties
Helpdesk Analyst
09.2022 - Current
Job overview
- Used ticketing systems to manage and process support actions and requests.
- Logged support tickets and closed when issues were resolved.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Documented support interactions for future reference.
- Resolved technical issues by troubleshooting.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided basic end-user troubleshooting and desktop support.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Prepared references for users by writing clear operating instructions.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Researched product and issue resolution tactics to address customer concerns.
MRO
IT Helpdesk Analyst
06.2021 - 09.2022
Job overview
- Providing outstanding customer service for end users whose computers may be compromised and when the Release of Information application becomes non-stable
- Supports the Helpdesk Team by providing technical support for all users and manages a que of incoming calls, emails, and web tickets to ensure timely response times via remote assistance with the use of Teams and Webex applications
- Manages requests to assure issues with e-mail, ROI, and VPN are repaired, application installation and password resets are completed, VPN is accessible for all users
- Manages the company’s email account server including troubleshooting issues and responding to user requests
- Performs system updates, maintenance procedures, and other installations to prevent unexpected service interruptions
- Prioritizes customer queries and escalates high-level issues to executives and senior team members
- Disables accounts for users who are leaving the company
- Excel in asking probing questions and researching, analyzing and rectifying problems
- Consistently nominated for internal Kudos program for delivering outstanding technical support and customer service.
The American College
Academic Administrator
02.2013 - 06.2021
Job overview
- Provided administrative and related support services for the Dean of the Graduate School with all aspects of program creation and administration for the PhD Program, in addition to the Executive Director of the PhD Program and Director of the CLF Program for three disparate departments
- Modelled leadership qualities that exhibit professionalism and high academic standards that celebrate student and staff achievements; Ensure policies and programs are carried out appropriately by all students, parents, and staff
- Worked across departments to ensure best service to client contacts and students
- Developed and maintained multiple databases over varied software resulting in more efficient administration and information integration across all departments and platforms
- Managed department websites, handbooks, and marketing materials, resulting in accurate information sharing across the College and with prospective students
- Managed student records encompassing confidential personal and financial information in full compliance with the Family Educational Rights and Privacy Act (FERPA)
- Maintained logistical support to all departments, resulting in undisrupted operations and efficient administration
- Fully proficient with office and administration related software, troubleshooting hardware systems, and coordinating for higher level Information Technology (IT) support to ensure undisrupted operations of all departments
- First line of customer (student) service and relations for all departments through personal interaction and correspondence
- Assisted with the installation, renewals and troubleshooting for specialty academic software to include SAS (Statistical Analysis System), iThenticate (plagiarism software)
- Increased retention rate for the master’s in management degree from 96 to 99%.
The American College
Professional Education Counselor
07.2011 - 02.2013
Job overview
- Coordinated the advisement for over 2000 students annually
- Worked closely with center manager on center operations
- Acted as a peer leader in department
- Identified potential barriers within the student academic process and initiated steps resulting in resolution
- Responsible for being the Call Center’s primary student service provider, to include recruitment, enrollment and advising on diverse topics such as career progression, education, finance, mitigating academic failure, record and information retrieval, and technology employment
- Provided top tier customer student service requiring comprehensive and tailored research, retrieval of information and records, and resolution of issues as necessary to a timeline and level of detail required to support the student
- Responsible for employing and being fully proficient with numerous office and administration related software including installation, maintenance, and troubleshooting (Blackboard, iTunes, MS Excel)
- Performed troubleshooting of computer hardware issues and coordinated higher level IT support to ensure undisrupted automation support to the department and students.
CareersUSA
Account Executive/Recruiter
06.2006 - 07.2011
Job overview
- Managed full life cycle recruitment process and developed long-term and short-term recruitment strategies. Coordinated all administrative activities associated with the retention of existing clients; confirm job starts and perform qualify control checks.
- Expanded market share by calling on existing clients with multiple sites and explain our “one source” solution.
- Extended job offers and negotiated offers with candidates while working closely with the compensation team.
- Utilized creative sourcing techniques to target and cold call passive candidates as the firm did not have an applicant tracking database system.
- Directly negotiated with applicants to determine equitable compensation based on branch profitability criteria and applicant marketability.
- Generated sales revenue by adhering to management policies on telemarketing, recruitment, and retention of temporary employees and to ensure job orders are properly filled while generating a profitable gross margin with minimal supervision.
Education
Delaware County Community College
Associates from Liberal Arts
1997
University Overview
- Dean's List - Graduated Phi Theta Kappa
Dale Carnegie Public Speaking Course
LeadHER – Women’s Leadership Training
Skills
- Application Installation
- Software and Hardware Assistance
- Help Desk Support
- Closing Tickets
- Software Diagnosis
- Technical Issues Analysis
- Microsoft Windows and Office
- Collaborative Team Player
- Analytical and Methodical
- Organizational Skills
- Remote Support Management
- Providing Customer Support
Timeline
Helpdesk Analyst
Morgan Properties
09.2022 - Current
IT Helpdesk Analyst
MRO
06.2021 - 09.2022
Academic Administrator
The American College
02.2013 - 06.2021
Professional Education Counselor
The American College
07.2011 - 02.2013
Account Executive/Recruiter
CareersUSA
06.2006 - 07.2011
Delaware County Community College
Associates from Liberal Arts
Dale Carnegie Public Speaking Course
LeadHER – Women’s Leadership Training
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