Tashari McClendon
Covington
Summary
IT Service Desk Analyst with 4 years of experience providing attentive and detail-oriented support to users. Attained Microsoft Office Suite certifications to enhance technical skills. A good listener who is self-motivated to resolve issues efficiently. Experienced in troubleshooting and problem-solving to ensure smooth operations and user satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst Tier 1
Frontline Managed Services-Womble
07.2022 - Current
- Assisted requesters in identifying issues and explained solutions to restore service and functionality
- Used ticketing systems (Service Now + IQTrack) to manage and process support actions and requests
- Documented support interactions for future reference
- Monitored systems in operation and quickly troubleshot errors
- Resolved diverse range of technical issues across multiple systems and applications for requesters
- Diagnosed and troubleshot hardware, software and network issues
- Implemented the use of Active Directory, VMWare, Office 365, Computing Authentication, Remote connection tools, and Research.
Customer Support Representative (WFH)
Live Ops
01.2020 - 06.2022
- Assisted customers via phone with order placements, order status updates, refunds/exchanges, or alternate item suggestions
- Provided excellent customer service and listening skills
- Met daily goals for sales
- Met quality assurance requirements
- Used proper documentation for every call.
Quality Assurance Analyst (Call Center)
Computer Generated Solutions Inc.
12.2017 - 12.2019
- Listened to calls either recorded live or side-by-side while communicating feedback
- Encouraged good practices and discouraged bad ones
- Identified calls failing to meet predefined standards and identified the problem
- Implemented agent training and coaching initiatives
- Understood the priority of the organization and evaluated call behaviors for regulatory compliance and adherence to policy
- Provided customer feedback and internal compliance feedback to management
- Ability to create and maintain organizational and individual scorecard system.
Technical Support Representative (Call Center)
Computer Generated Solutions Inc.
03.2016 - 12.2017
- Kept track of personnel in the field to assist with the scheduled appointments for each technician
- Established long-term relationships with clients through prompt and courteous service
- Monitored dispatched units for completion of the task, emergency or availability
- Coordinated communications and information with field crews, mobile units and other personnel and agencies
- Responded to telephone requests for emergency and non-emergency assistance
- Planned, prioritized and scheduled daily work activities of appropriate field personnel.
Education
Audio Production -
The Art Institute of Atlanta
Atlanta, GA05.2017
High school or equivalent -
Newton High School
Covington, GA05.2013
Skills
- Tech-savvy
- Data Entry
- Active Listening
- Attention to Details
- HTML
- CSS
- Customer Service
- Office 365 MOS Associate
- Troubleshooting
- Active Directory
- Problem-solving
Personal Information
Title: IT Service Desk Analyst
Certification
Microsoft Outlook
MIcrosoft Word
Microsoft Excel
Timeline
IT Service Desk Analyst Tier 1
Frontline Managed Services-Womble
07.2022 - Current
Customer Support Representative (WFH)
Live Ops
01.2020 - 06.2022
Quality Assurance Analyst (Call Center)
Computer Generated Solutions Inc.
12.2017 - 12.2019
Technical Support Representative (Call Center)
Computer Generated Solutions Inc.
03.2016 - 12.2017
Audio Production -
The Art Institute of Atlanta
High school or equivalent -
Newton High School
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