Nikki
IT Analyst  Burnsville Minnesota Status: Offline
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Summary

First line of technical support

Experience

Employment

SharePoint Credit Union 04/2020 to Current

Technical Support Analyst

  • Creating documentation on procedures done by the IT Department
  • Establishing processes for onboarding new hires from the technical standpoint
  • Troubleshooting day to day issues with end users
  • Basic computer set up for new hires when arrived at designated location
  • Asset tagged all hardware at all locations to keep up to date with database
  • Application deployment and sunsetting applications

Clifton Larson Allen

Security Analyst 11/2019 to 03/2020

  • Creating new accounts for new hire employees
  • Enabling and disabling end users from requests from the Service Desk or HR
  • Creating portals for our internal document portal application for end users to communicate with the clients

Help Desk Analyst 06/2019 to 11/2019

  • Front line support for all technical support requests
  • Used Cherwell Ticketing system
  • Provided customer service on various platforms
  • Collaborated with other teams to help with fixing issues

ServiceTec

Service Desk Analyst 12/2018 to 03/2019

  • Front line support for all airline technical support
  • Used ITSM and Service Now Platform
  • Migrated end users from Microsoft Exchange to Office 365 platform
    • Ensured licensing was correct with end users
    • Verified through Azure AD that end user's email accounts were correct
    • Fixed .Net Framework after new images were sent to end user that obtained the migration
  • Had Read Only access to verify group member data for end users in Active Directory
  • Mobile Phone support to IPhone devices as well as Android
  • Troubleshoot network printer issues, in addition to printer setup

US Bank 12/2017 to 11/2018

IT Help Desk Specialist I

  • Provides first line of support and problem resolution for technology products or applications
  • Used ITSM and Service Now platforms
    • Maintains written documentation for each incident, escalates complex problems to the next level of support as required by documented procedures communicates efficiently and effectively with customers
  • Responds to inquiries and requests for assistance with organization's computer systems or PCs resolves customer inquiries for one or more products or services
  • Responds to customer calls, e-mail, chat, and other request tools for technical support
  • Displays sensitivity to callers' needs and situations. Actively uses and updates the knowledge of product in order to resolve issues
  • Migrated employees to Microsoft 365 Platform and ensured licensure was correct

Best Buy 01/2017 to 09/2017

Tactical Support-Dispatch Agent

  • Triage issues with client's computers
  • Work with clients for small quick fixes
    • New web page for home address
    • Renewal of subscription software
    • Create in home and in store appointments
    • Run Webroot System Analyzer on client's computer
  • Inform clients of different plans of Geek Squad products
    • Membership of Technical Support
    • One time fixes
    • Free 20 minute consultations at stores
  • Provided information about latest software (ie-Office 365 platform)
  • Helped customers with a printer setup at small business or home office

City of Burnsville 04/2016 to 08/2016
IT Internship

  • Reimaged brand new computers and deployed the computers on application called Ghost.
  • Install, tested and deployed AirTame devices on TV and Projectors for internal and external customers.
  • Installed new APC batteries on UPS'
  • Uploaded UPS' to the network
  • Created a new line for external customers to the network
  • Created new hardware databases to keep it up to date

Walmart 09/2014 to 12/2015

  • Superb customer service in a high volume setting.
  • Cash handling
  • Issuance of Money Gram/Money Orders
  • Check cashing
  • Lead worker for Cashiers and Service Desk

Teksystems (Partnered with Regis Hair Salon) 04/2014 to 06/2014

Inventory Specialist Help Desk Agent

Troubleshoot Inventory Scanners for their physical inventory counts which includes:


Details

  • Salary:
  • Date: March 28 2021
  • Location: Burnsville, MN

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