Caitlin Burch
Pleasant View
Summary
Passionate, engaging, detailed orientated and attentive customer service. Trained in conflict resolution and communication. Service Desk Analyst with 5+ years' experience with remote support for managed service provider.
Resourceful Service Coordinator with proven ability to deliver high productivity and efficiently complete tasks. Skilled in client relationship management, problem-solving, and workflow coordination. Excel in communication, teamwork, and adaptability, ensuring seamless service delivery and client satisfaction.
Overview
19
19
years of professional experience
Work History
Service Coordinator
Acumen Technology
Nashville
2021.12 - 2025.01
- As a Service Coordinator I assisted clients with submitting tickets to our triage board.
- I worked to advocate for adequate, timely and cost-effective services.
- Responded to any issues that occurred during the delivery of services.
- Assisted clients urgent work stoppage issue that involved direct engineer engagement.
- Scheduled appointments for clients, answered phones and track clients’ service tickets.
- Monitor the services being provided and stay up to date on any services being introduced or discontinued.
- Evaluated the quality of all services and identify areas that need improvements.
- Conducted regular meetings with departmental staff to discuss current initiatives and projects.
- Assisted in the development of training materials related to service coordination processes.
- Monitored staff performance and provided feedback on areas of improvement needed.
- Coordinated service schedules and appointments with clients.
- Provided support to field technicians during service visits when necessary.
- Updated internal systems with information related to new or revised services.
- Followed up with technicians and managers to receive and communicate status updates.
- Managed emergency service requests by communicating schedules and expediting parts shipments and repairs.
- Collaborated with cross-functional teams to ensure cohesive service delivery.
Service Desk Analyst
Acumen Technology
Nashville
2020.10 - 2024.01
- As a Service Desk Analyst I resolved incoming client and personnel IT queries remotely via email and phone, or at the office.
- I prioritized and resolved IT concerns and escalated serious issues to relevant department.
- Avoided service interruptions by performing system installations, updates, and maintenance procedures.
- Prepared training manuals and FAQ materials for easy-access end-user guidance.
- Documented processes and maintaining service desk records.
- Maked recommendations to optimize IT performance and to prevent future problems.
- Collaborated with internal departments to ensure that IT needs are met.
- Responded promptly to customer emails regarding any IT related queries.
- Ensured that all systems were running optimally by performing regular health checks on servers and network devices.
- Provided telephone support to staff members who require assistance with their computers or network connections.
- Provided first-level technical support to customers with IT related issues.
- Created documentation for frequently asked questions and how-to guides for end users.
- Monitored and responded quickly and effectively to requests received through the IT service desk ticketing system.
- Troubleshot and resolved hardware, software, network, and peripheral device problems.
- Performed basic server maintenance tasks such as patching, upgrading firmware.
- Collaborated with other teams to ensure successful resolution of customer inquiries.
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Assisted users with installation of new applications or software updates as needed.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Upgraded existing hardware components when necessary according to company standards.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
Service Desk Analyst
Asurion
Nashville
2020.04 - 2020.10
- Responded promptly to customer emails regarding any IT related queries.
- Provided telephone support to staff members who require assistance with their computers or network connections.
- Provided first-level technical support to customers with IT related issues.
- Monitored and responded quickly and effectively to requests received through the IT service desk ticketing system.
- Troubleshot and resolved hardware, software, network, and peripheral device problems.
- Assisted users with installation of new applications or software updates as needed.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
Technical Support Specialist
BBE Solutions
Spring Hill
2014.08 - 2019.04
- As a digital support/helpdesk employee, I monitored and maintained computer software and drivers associated with our machines.
- I scheduled deliveries of machines to our customers.
- I would remote in to customer's computers to troubleshoot issues and set up computers to communicate with our Multi-Functional Printers.
- Dispatched field IT when needed on site.
- I also worked with leasing companies to get approvals for our equipment.
- Installed and configured hardware, software and peripheral components such as printers, scanners and routers.
- Diagnosed system problems using remote tools to access customer machines.
- Conducted tests to identify malfunctions in hardware or software systems.
- Troubleshot system errors and identified potential solutions.
- Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
- Supported end users with basic troubleshooting techniques such as restarting a device or resetting passwords.
Tumble and Cheer Director
Let it Shine Gymnastics
Spring Hill
2009.01 - 2014.01
- Developed an instructional program for the cheer/tumble students.
- Observed and spotted athletes as they perform on the various apparatus.
- I prepared athletes for competition, choreographed routines and select music for cheer routines.
- Coordinated cheer events and made travel arrangements for student and parents.
Cheer Instructor
Fellowship of Christian Cheerleaders
Atlanta
2010.05 - 2010.08
- Traveled around to different states and instructed Christian schools on current cheers, sidelines, and dances for upcoming cheer season.
- We would also teach basic stunts and pyramids during our cheer camps.
Missionary
YWAM
Kailua-Kona
2006.05 - 2008.12
- Served in a lead role, training other missionary and students.
- During this time, developed additional leadership and conflict resolutions skills while working with diverse group of people in an unfamiliar culture.
- Team building development and ensured that the goals and values of the mission were fulfilled.
- Planned and maintained organizational budget.
Education
Some College (No Degree) - Nursing
South College
Knoxville, TNHigh School Diploma -
Centennial High School
Franklin, TNSome College (No Degree) -
Williamson Christian College
Franklin, TNSkills
- Communication skills
- Service coordination
- Team collaboration
- Problem solving
- Ongoing client support
- Meeting facilitation
- Telephone communication
- Self motivation
- Time management
Timeline
Service Coordinator
Acumen Technology
2021.12 - 2025.01
Service Desk Analyst
Acumen Technology
2020.10 - 2024.01
Service Desk Analyst
Asurion
2020.04 - 2020.10
Technical Support Specialist
BBE Solutions
2014.08 - 2019.04
Cheer Instructor
Fellowship of Christian Cheerleaders
2010.05 - 2010.08
Tumble and Cheer Director
Let it Shine Gymnastics
2009.01 - 2014.01
Missionary
YWAM
2006.05 - 2008.12
Some College (No Degree) - Nursing
South College
High School Diploma -
Centennial High School
Some College (No Degree) -
Williamson Christian College