Felisha Dillard
Pittsburgh
Summary
Conscientious Help Desk Support Analyst bringing strong troubleshooting skills, excelling in remote support technical proficiency, managing ticketing systems effectively while maintaining high customer satisfaction, and organized approach to resolving customer issues. Expertise in diagnosing hardware and software problems, providing effective solutions, and maintaining detailed records of support activities. Committed to delivering prompt, accurate assistance while minimizing disruptions and ensuring user satisfaction. Dedicated to leveraging technical knowledge and solid work ethic as Help Desk Support Analyst.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Help Desk Support Analyst- Intermediate
University of Pittsburgh
04.2014 - Current
- Monitor system wide difficulties and works with the ISD Help Desk staff and other support staff, in providing timely notification of problem occurrence, updates, and resolution, to appropriate groups, as required
- Interfaces with business partners to help identify issues and resolve problems
- Provide Level 1 support services for end user requests, including troubleshoot activities and advocacy for the end user
- Formulates understanding of escalation points and chain of command hierarchy and engages leadership staff
Help Desk Support Analyst- Associate
University of Pittsburgh
12.2006 - 04.2014
- Monitor system wide difficulties and works with the ISD Help Desk staff and other support staff, in providing timely notification of problem occurrence, updates, and resolution, to appropriate groups, as required
- Self-motivates and has the ability to work under own initiative within a high pressure environment
- Provide Level 1 support services for end user requests, including troubleshoot activities and advocacy for the end user
- Escalate end user requests to the appropriate support group, as necessary
- Maintain a working knowledge of computer technology, network systems, and standard software and acts as a resource of technical information to the UPMC
- Monitor the ISD Help Desk daily ACD phone queue to ensure timely retrieval /100+Incoming calls
Property Service Professional
Volt, Jones Lang LaSalle
05.2006 - 10.2006
- Dispatching Work Orders
- Provide accurate, timely client work orders
- Complete all daily call-back to inform customer satisfaction
- Receive incoming calls, emails, Web requests from geographically facilities
Education
Job Readiness Training -
Pittsburgh Community Services, Inc.
Pittsburgh, PA09.2002
Business Curriculum diploma -
John A. Brashear High School
Pittsburgh, PA06.1998
Skills
- Ticket Management
- Communication skills
- Remote support
- Security Protocols
- Multitasking capacity
- Problem-solving
- Organizational skills
- Point-of-Sale (POS) workflow
- Network Troulbleshooting
Summary Of Qualifications - Skills
- Data Entry Specialist
- Keyboard 40 wpm
- 6000 kspm
- Various office machines
- Microsoft Office
- Multi-line telephone
- General ledger posting
Certification
RAMP Certified
Timeline
Help Desk Support Analyst- Intermediate
University of Pittsburgh
04.2014 - Current
Help Desk Support Analyst- Associate
University of Pittsburgh
12.2006 - 04.2014
Property Service Professional
Volt, Jones Lang LaSalle
05.2006 - 10.2006
Business Curriculum diploma -
John A. Brashear High School
Job Readiness Training -
Pittsburgh Community Services, Inc.
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