JAMARIUS RICE
Nashville,TN
Summary
With over 3.5 years of experience in service desk operations, I have developed a strong skill set in various tools and applications such as password resets, MS Office applications, ServiceNow, and remote tools. Eager to continually expand knowledge and learn new technologies to enhance abilities in providing exceptional support.
Overview
7
7
years of professional experience
Work History
Service Desk Analyst
Ecapital
07.2023 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Assisted with the installation and configuration of hardware and software systems, ensuring proper functionality.
- Maintained detailed records of all completed work orders, allowing for accurate tracking of time spent on each task and client billing purposes.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Maintained office PCs, networks and mobile devices.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
Help desk analyst
UBS
02.2021 - 04.2021
- Worked with PeopleSoft ticketing tool
- Keep management systems up-to-date with client information
- Educate clients on account services and capabilities
- Help with the preparation of reports and other materials for client meetings
- Collect the right documentation for opening new accounts and service requests
- Plan team marketing events and maintain marketing materials
- Created and resolved 10 to 20 tickets a day.
Help Desk Analyst
Asurion
08.2020 - 10.2020
- Worked within RSA AUTHENTICATION MANAGER to deploy or setup hardware or software based rsa tokens
- Worked Avaya Control Manager tool to either verify or update user agent id or ext for softphones
- Helped user setup pingid via pingid admin manager
- Some knowledge within citrix Desktop Director.
Help Desk Analyst
DELL
02.2018 - 04.2020
- Answer user inquiries regarding computer software or hardware operation to resolve problems
- Ask questions to determine the nature of the problem
- Walk customers through problem-solving processes
- Install, modify, and repair computer hardware and software
- Install computer peripherals for users
- Ensured escalations if events and service request to the correct resolver group
- Follow up with customers to ensure issues have been resolved via backlog process
- Resolved issue including password reset, installations from via software center or dml either onsite or remote users
- Work and managed 20 to 30 tickets a day via backlog
- Worked with mdm (mobile device management accounts) /AirWatch agent known as hub
- Supported it for iPhone and iPads help users requested them threw service now or enroll a via Qr code.
Education
Information technology diploma - Information Technology
Tennessee College of Applied Technology
Nashville, TN12.2019
Skills
- Strong interpersonal and communications skills
- Detail oriented
- Proficient with windows, service now IT direct, AD, Microsoft office products
- Proficient in troubleshooting windows systems, Laptops, Desktops, And Printers
- Experienced with ticketing systems (service now, people soft, active directory and remote software (LogMeIn zoom, skype)
- Software Installation
- Network Troubleshooting
- Logging support tickets
- Desktop support
- Remote support tools
- Office 365 troubleshooting
- Remote Technical Support
- Incident management
- Remote technical support
- Hardware support
Timeline
Service Desk Analyst
Ecapital
07.2023 - Current
Help desk analyst
UBS
02.2021 - 04.2021
Help Desk Analyst
Asurion
08.2020 - 10.2020
Help Desk Analyst
DELL
02.2018 - 04.2020
Information technology diploma - Information Technology
Tennessee College of Applied Technology
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