Willie Ward
Saint Louis,MO
Summary
Dynamic Help Desk Analyst with proven expertise at Panera Bread Support Center, excelling in troubleshooting and problem-solving. Skilled in SQL programming and Cisco switch configuration, I effectively resolved user inquiries and enhanced system performance, ensuring seamless operations and user satisfaction. Committed to delivering exceptional service and optimizing technology solutions.
Overview
19
19
years of professional experience
Work History
Help Desk Analyst
Panera Bread Support Center
Saint Louis, MO
01.2017 - Current
- Resolved user inquiries related to software and hardware operations, ensuring prompt problem resolution.
- Entered commands and monitored system performance to verify correct operations and identify errors.
- Maintained comprehensive records of daily data communication transactions and remediation actions taken.
- Conducted diagnostics, consulted technical manuals, and collaborated with users to troubleshoot issues.
- Referred significant hardware or software issues to vendors for expert service and repair.
- Collaborated with staff and management to define requirements for new systems or modifications.
Member Service Associate
YMCA-Greater St. Louis
Saint Louis, MO
03.2012 - 01.2017
- Conferred with customers via telephone and in-person to provide product information and address inquiries.
- Maintained records of customer interactions, including inquiries, complaints, and subsequent actions taken.
- Determined service charges, processed payments, and coordinated billing arrangements.
Computer Support Technician
World Impact Inc.-St. Louis Region
Saint Louis, MO
08.2006 - 02.2010
- Oversaw daily performance of computer systems to ensure optimal functionality.
- Set up equipment for employee use, ensuring proper installation of cables and operating systems.
- Installed appropriate software on devices to enhance operational efficiency.
Education
Bachelor of Science (B.S.) - Networking and Telecommunications
University of Phoenix
Saint Louis, MO06.2012
Associates Degree - Computer Networking Technology
Ranken Technical College
Saint Louis, MO05.2004
Skills
- SQL programming
- Troubleshooting and problem-solving
- Cisco switch configuration
- Router configuration
- Windows OS installation
- Windows OS configuration
References
References available upon request
Timeline
Help Desk Analyst
Panera Bread Support Center
01.2017 - Current
Member Service Associate
YMCA-Greater St. Louis
03.2012 - 01.2017
Computer Support Technician
World Impact Inc.-St. Louis Region
08.2006 - 02.2010
Bachelor of Science (B.S.) - Networking and Telecommunications
University of Phoenix
Associates Degree - Computer Networking Technology
Ranken Technical College
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