Zeckary C Smith
Summary
Creative and results driven technology leader. Change agent and problem-solver with a passion for technology; skilled in grasping the big picture, conceptualizing, developing, and implementing solutions, and partnering closely with business leaders. Excels in developing and motivating highly focused teams that successfully meet and exceed company objectives.
Overview
1
1
year of professional experience
Work History
IT Service Desk Analyst
Acadia Healthcare
Nashville, TN
02.2023 - Current
- Handling customer service issues by providing guidance or escalating for advanced support.
- Serving as first point of contact for incoming technical service calls and emails.
- Delivering local and remote support for hardware and software to company personnel.
- Using remote login tools to assist clients with technical and product questions.
- Documenting customer complaints and inquiries for use in technical documentation and bug tracking.
- Delivering remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Walking customers through common phone hardware and software configurations to maximize service functionality.
- Assisting users in resolving technical problems by following standard procedures and escalating unresolved issues to the appropriate IT teams.
Desk Support / ITSM Analyst
TTEC Holdings
Remote
09.2022 - 07.2023
- Supported customers with password resets and account customization.
- Used remote login tools to assist clients with technical and product questions.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Opened service tickets for clients, documenting user information and description of problem.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
- Provided technical support to customers by identifying causes of problems, researching and offering effective solutions.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
Education
Bachelor of Science - Integrated Studies
Middle Tennessee State University
Murfreesboro, TN05.2019
Skills
- Remote Support
- Active Directory
- Analyze Networks
- Analytical Skills
- Application Support
- AskNow
- Systems Implementation
- TCP/IP
- Networking
- Project Management
- MS Office
- ServiceNow
- Azure
- Help Desk
- DHCP/DNS
- LAN/WAN
- Troubleshooting
- Training & Development
- Application Installations
- Server Installations
Timeline
IT Service Desk Analyst
Acadia Healthcare
02.2023 - Current
Desk Support / ITSM Analyst
TTEC Holdings
09.2022 - 07.2023
Bachelor of Science - Integrated Studies
Middle Tennessee State University
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