Open to opportunities

aaron yan

@aaronyan

Message

Dedicated IT professional with extensive service desk experience.

United States

Message

What I'm looking for

I am looking for a role that challenges me and allows for skill development in a supportive team environment.

I am an IT professional with a strong background in service desk support, having worked in various roles that honed my technical and customer service skills. My experience spans over several years, where I have effectively utilized IT Service Management software to manage incidents and provide timely support to users. I pride myself on my ability to troubleshoot complex technical issues and ensure a seamless experience for end-users.

Throughout my career, I have been involved in significant projects, including system upgrades and software deployments, where I provided onsite support and contributed to documentation efforts. My commitment to maintaining compliance with service level expectations and my proactive approach to problem-solving have consistently resulted in high levels of user satisfaction. I am eager to leverage my skills in a challenging environment that fosters growth and development.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Analyst I

Current

Elliot Health System/SolutionHealth

Dec 2020 - Present (4 years 7 months)

Provided timely and effective technical support to clinical and business users, utilizing IT Service Management software like Cherwell for efficient incident logging and resolution. Maintained accurate incident and service request records for communication and reporting purposes.

ServiceNow Windows 10 SharePoint)

Service Desk Technician

Internal Revenue Service

Oct 2018 - Present (6 years 9 months)

Provided tier 1 help desk support, including password resets and account exceptions through Active Directory. Performed remote installations, configurations, upgrades, and troubleshooting for IT systems.

Active Directory Microsoft Office 365 Bomgar KISAM Troubleshooting

Data Entry /Closing-Team Representative

Security Source

Oct 2017 - Present (7 years 9 months)

Closed out tickets using SAP Business One and followed up with locksmith/CCTV technicians on dispatches. Maintained records of customer interactions and processed customer accounts.

Data Entry

Technical Support Representative

G4S Secure Integration

Mar 2017 - Present (8 years 4 months)

Provided Tier 1 help desk support for Cash360, troubleshooting cash recyclers and smart safes. Assisted clients with errors, jams, and product usage, ticketing each call with summaries and resolutions using Risk360.

Technical Support

Taekwondo & Muay Thai Assistant Instructor

Yan’s Muay Thai and Taekwondo

Nov 2015 - Present (9 years 8 months)

Assisted students in setting and achieving goals, conducting specialized individual private training sessions. Provided learning feedback and coached the competition Taekwondo team.

Coaching Mentoring Goal Setting Martial Arts Instruction Team Leadership

Technical Support Representative

PlumChoice Inc.

Feb 2014 - Present (11 years 5 months)

Served as a Tier 1 Remote Technician for MVG, using the Chromatix ticketing system to manage customer subscriptions. Provided remote support for peripheral installations and virus removal using Bomgar.

Bomgar Citrix Virus Removal