Zachariah Poston
BloomField
Summary
Service desk professional with strong background in technical support and excellent customer service. Proven track record of resolving complex issues and ensuring seamless IT operations. Highly collaborative and adaptable, with focus on achieving team goals and improving user satisfaction.
Experienced with diagnosing and resolving technical issues in timely manner. Utilizes excellent communication skills to understand user needs and provide effective solutions. Knowledge of various IT systems and track record of maintaining high user satisfaction.
Overview
4
4
years of professional experience
Work History
Service Desk Analyst I
Unitybpo
07.2022 - Current
- Install programs for clients
- Help clients with printing problems
- Update client software
- Password resetting or helping clients get into accounts
- Recovering misplaced or deleted files on client computers
- Engaged in user support interactions via telephone, chat and email platforms.
- Troubleshooting problems for clients
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Time management
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Helping With Technical Issues
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Helping With Clinical Issues
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Service Now Ticketing System
- Ivanti-Production Ticketing system
- Training New Analyst
- Managing adherence using PureCloud dashboard
- Mentoring New Analysts
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Consistently met or exceeded key performance indicators related to service quality and response times.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Patched software and installed new versions to eliminate security problems and protect data.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
Desk Operations Specialist
ECS VIRTUAL SERVICES
08.2021 - 07.2022
- Company Overview: REMOTE - HELPDESK
- Install programs for clients
- Help clients with printing problems
- Update client software
- Password resetting or helping clients get into accounts
- Recovering misplaced or deleted files on client computers
- Troubleshooting problems for clients
- Time management
- REMOTE - HELPDESK
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Engaged in user support interactions via telephone, chat and email platforms.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
Education
IT Security -
WestWood College
Denver, CO01.2012
Diploma -
Inetlli Charter School
PHX, AZ01.2003
Skills
- Remote technical support
- Time management expertise
- Incident management
- Exceptional organization
- Client relationship management
- Network troubleshooting
- Software support
- Hardware support
- Technical aptitude
- Critical thinking
- Professional telephone etiquette
- Escalation management
- Microsoft 365 expertise
- Microsoft endpoint manager
- Office 365 security
- Microsoft active directory
- Microsoft windows
- Microsoft office 365
- Microsoft outlook, word, and Excel
- Microsoft Azure
- Microsoft teams
- Teamwork and collaboration
- Problem-solving
Awards
- COMPTIA A+ In-Progress
- Security+
- CCNA In-Progress
- Cyber Security With Day0 in progress
- JobSkillShare/Training
Timeline
Service Desk Analyst I
Unitybpo
07.2022 - Current
Desk Operations Specialist
ECS VIRTUAL SERVICES
08.2021 - 07.2022
Diploma -
Inetlli Charter School
IT Security -
WestWood College
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