Carolyn Hargrove
East Hazel Crest,IL
Summary
Dynamic Help Desk Technician with a proven track record at Tradelink LLC, excelling in issue resolution and customer service. Enhanced ticket resolution efficiency through process improvements and developed knowledge base articles. Skilled in network support and fostering strong client relationships, ensuring optimal user productivity and satisfaction.
Friendly Help Desk Technician with 15 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
23
23
years of professional experience
Work History
Help Desk Technician
Tradelink LLC
06.2010 - Current
- Resolved technical issues for end-users via phone, email, and in-person support.
- Provided training and mentorship to junior technicians on troubleshooting procedures.
- Implemented process improvements to enhance ticket resolution efficiency and accuracy.
- Managed user accounts and permissions within company systems and applications.
- Collaborated with cross-functional teams to address complex technical problems effectively.
- Developed knowledge base articles to streamline support processes and improve user experience.
- Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
- Supported end-users in various applications to optimize their productivity and performance.
- Developed strong relationships with clients through excellent communication skills, earning respect as a trusted advisor on IT-related matters.
Help Desk Analyst
Abn Amro
03.2003 - 05.2010
- Provided technical support for hardware and software issues, resolving user inquiries efficiently.
- Diagnosed and troubleshot network connectivity problems, ensuring minimal downtime for users.
- Documented solutions in knowledge base, enhancing team efficiency and knowledge sharing.
- Collaborated with cross-functional teams to implement system upgrades and improvements.
Education
Associate of Science - Logistics And Supply Chain Management
U.S. Army Quartermaster School
Fort Lee, VASkills
- Software updates
- Issue resolution
- Hardware repair
- Remote system analysis
- Database maintenance
- Network support
- IT documentation
- User access support
- Computer workstation setup
- Customer service
Timeline
Help Desk Technician
Tradelink LLC
06.2010 - Current
Help Desk Analyst
Abn Amro
03.2003 - 05.2010
Associate of Science - Logistics And Supply Chain Management
U.S. Army Quartermaster School