Timothy Jackson
W
Pinson,AL
Summary
Dynamic Help Desk Analyst with a proven track record at Southern Company Services Inc., excelling in network troubleshooting and customer support. Achieved high first-contact resolution rates through effective problem-solving and empathetic communication. Skilled in remote support and software installation, enhancing user satisfaction and operational efficiency.
Innovative Help Desk Analyst with 19 years' experience in prioritizing customer satisfaction while providing technical support. Successful in providing network support, troubleshooting and maintenance to 25000+ workstations. Personable communicator while assisting with technical issues and training.
Overview
28
28
years of professional experience
Work History
Help Desk Analyst
Southern Company Services Inc.
Birmingham, AL
12.2006 - Current
- Enhanced customer satisfaction by resolving technical issues promptly and accurately.
- 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.
- Resolved technical issues by troubleshooting.
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Used ticketing systems to manage and process support actions and requests.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Provided exceptional remote support via phone, email, or chat, ensuring timely resolutions for geographically diverse users.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Provided customer support and technical support to 30 customers daily.
Help Desk Analyst
Synergis
Birmingham, AL
06.2004 - 12.2006
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Managed high levels of call flow and responded to technical support needs.
- Actively participated in ongoing professional development opportunities to stay current on industry trends and technology advancements impacting the help desk environment.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up work stations for employees.
- 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.
- Provided basic end-user troubleshooting and desktop support.
- Enhanced customer satisfaction by resolving technical issues promptly and accurately.
- Resolved technical issues by troubleshooting.
Help Desk Support Specialist
EDS, Electronic Data Systems
Birmingham, AL
10.1997 - 03.2004
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
- Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
- Coordinated closely with other departments for cross-functional issue resolution when necessary.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Associate of Science - Computer Information Systems
Cleveland Institute of Electronics
Cleveland, OH2004
Skills
Network troubleshooting
Remote support
Software installation
Technical issues analysis
Customer support
Desktop support
Application installations
Technical support
System administration
Help desk software
Remote technical support
Problem-solving abilities
Timeline
Help Desk Analyst
Southern Company Services Inc.
12.2006 - Current
Help Desk Analyst
Synergis
06.2004 - 12.2006
Help Desk Support Specialist
EDS, Electronic Data Systems
10.1997 - 03.2004
Associate of Science - Computer Information Systems
Cleveland Institute of Electronics