Andre P. Yelton
Help Desk Analyst, Benefits administration telecommunications
Tampa, FL · (813) 555 0126 · name@example.com · linkedin.com/in/andrepyelton
Key Qualifications
EXPERIENCE
Six years on first line service desks
INDUSTRIES
Benefits administration and telecommunications
SPECIALTIES
Ticket triage, first contact resolution, password and access requests, call quality
SYSTEMS
ServiceNow, Okta, Active Directory, Microsoft 365, Zoom
CREDENTIALS
Computing Technology Industry Association A Plus, Information Technology Infrastructure Library Foundation
EDUCATION
Associate of Science in information technology, Hillsborough Community College
Executive Summary
First line help desk analyst handling around sixty contacts a day by phone, chat and ticket for a benefits administration company. Six years of queue work with a steady record on first contact resolution and quality scoring. Known for clean ticket notes that the second line team never has to chase.
Signature Achievements
- Held first contact resolution at seventy nine percent against a team average of sixty six percent over eight consecutive quarters.
- Answered an average of fifty eight contacts a day during open enrollment while keeping quality review scores above ninety five percent.
- Cleared a backlog of four hundred aging tickets in three weeks by grouping them into six common causes and closing each group together.
- Wrote nineteen knowledge base articles that other analysts used on more than two thousand tickets in the following year.
- Cut password reset handling time from six minutes to under two by walking callers into the self service reset tool in Okta.
Professional Experience
Help Desk Analyst
Gulf Coast Benefits Administrators, Tampa, FL 2022 to present
First line queue for two thousand one hundred internal users and a seasonal surge team during open enrollment.
- Works the incoming phone, chat and email channels in ServiceNow against a fifteen minute response target and a one business day resolution target.
- Handles account unlocks, password resets, group membership requests and application access through Okta and Active Directory.
- Triages incidents against the priority matrix and escalates to the endpoint, network or application teams with reproduction steps attached.
Technical Support Representative
Bayshore Telecom Services, Tampa, FL 2020 to 2022
Consumer and small business support queue for internet and voice services.
- Handled seventy calls a day on connectivity, router configuration and billing questions.
- Ranked in the top five of forty representatives on customer satisfaction for six months running.
- Reduced repeat calls on modem faults by confirming line quality before closing any ticket.
Licensure and Certification
Computing Technology Industry Association A Plus certification
Information Technology Infrastructure Library Foundation certificate
Education
Associate of Science in information technology, Hillsborough Community College, 2019
Core Skills
Ticket triage · Phone support · Live chat support · Okta password resets · Active Directory accounts · ServiceNow queue work · Knowledge base writing · Escalation handling · Call quality standards · Open enrollment support