Jaber Syed
Lombard
Summary
Focused Help Desk Analyst with 4 years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
6
6
years of professional experience
Work History
Help Desk Analyst
Helen of Troy
01.2023 - 11.2024
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided basic end-user troubleshooting and desktop support.
- Documented support interactions for future reference.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Used ticketing systems to manage and process support actions and requests.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Maximized use of hardware and software by training users and interpreting instructions.
- Installed and updated hardware, software and applications on Mac and PC devices.
- Logged support tickets and closed when issues were resolved.
- Managed high levels of call flow and responded to technical support needs.
Help Desk Technician
Ford
02.2019 - 12.2022
- Configured hardware, devices, and software to set up work stations for employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Walked individuals through basic troubleshooting tasks.
- Provided basic end-user troubleshooting and desktop support.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Configured and tested new software and hardware.
- Maintained servers and systems to keep networks fully operational during peak periods.
Skills
- Hardware support
- Application installations
- Mobile operating systems
- Incident management
- System administration
- Recording support tickets
- Software installation
- Hardware diagnostics
- Video-based technical services
- Remote support
- Technical issues analysis
- Logging support tickets
Timeline
Help Desk Analyst
Helen of Troy
01.2023 - 11.2024
Help Desk Technician
Ford
02.2019 - 12.2022
Similar Profiles
Dana StrandDana Strand
Director of Product Management at Helen of TroyDirector of Product Management at Helen of Troy
Shaniqua MaloneShaniqua Malone
Shipping and Traffic Clerk at Helen of TroyShipping and Traffic Clerk at Helen of Troy
Dilan ReyesDilan Reyes
Inbound Receiving Supervisor at Helen of TroyInbound Receiving Supervisor at Helen of Troy