Zhane Nash
Greenville,SC
Summary
High achieving and results-oriented professional adept at understanding business and customer needs. Proven track record of exceeding productivity and quality targets in high volume settings. Expert in building lasting customer relationships, ready to apply extensive technical knowledge and strong interpersonal skills to deliver superlative results.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Global Lending Services LLC
06.2023 - Current
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Partnered with HR and IAM teams to optimize and streamline employee onboarding processes.
- Addressed and resolved 2,890 incident tickets from January 2024 to date; demonstrating exception problem solving skills.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
Technical Support Engineer
Shift4 Payments
06.2022 - 06.2023
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Verified program objectives and standards by testing new programs against established criteria and adjustments.
- Developed and launched new restaurant menus for clients through programming.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
Registered Behavioral Technician
Chancelight Behavioral Health And Education
10.2021 - 08.2022
- Observed, monitored, and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Effectively managed challenging situations by employing de-escalation techniques as needed for client safety and wellbeing.
- Increased client engagement by employing creative and age-appropriate activities during sessions.
- Facilitated positive client interactions with ADHD, autism, and oppositional defiant behavior using visual aids, simplified communications and stress scales.
Banking Specialist
TD Bank NA
04.2020 - 02.2021
- Built strong customer relationships to ensure seamless loan management and effortless experiences.
- Successfully resolved complex customer complaints, demonstrating empathy and professionalism throughout the process.
- Maintained in-depth knowledge of dealership products to meets customer needs and expand clientele.
- Protected confidentiality of payments and client information while monitoring accounts fo suspicious activity.
Call Center Representative
Utility Partners of America
05.2019 - 09.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Produced weekly and monthly sales performances reports with recommendations to improve sales goals.
- Capitalized on opportunities to upsell products, increasing sales by 3%
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Education
Bachelor of Science - Psychology
Benedict College
Columbia, SC05.2020
Skills
- ITIL Knowledge
- Remote Technical Support
- Incident Management
- Network Troubleshooting
- Data Recovery
- Account Management
- Data Analysis
- System Documentation
- Applied Behavior Analysis
- Cash handling and management
Certification
CPR Certified
Certified Registered Behavioral Technician
Timeline
Service Desk Analyst
Global Lending Services LLC
06.2023 - Current
Technical Support Engineer
Shift4 Payments
06.2022 - 06.2023
Registered Behavioral Technician
Chancelight Behavioral Health And Education
10.2021 - 08.2022
Banking Specialist
TD Bank NA
04.2020 - 02.2021
Call Center Representative
Utility Partners of America
05.2019 - 09.2019
Bachelor of Science - Psychology
Benedict College
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