BUBrookebashh User
@brookebashhuser
Experienced Help Desk Analyst with a focus on team leadership.
United StatesWhat I'm looking for
I am a dedicated Help Desk Analyst with extensive experience in technical support and team leadership. Currently, I serve as a Tier II Team Lead at Goldschmitt & Associates, where I manage a team of help desk analysts, ensuring high-quality service delivery and customer satisfaction. My role involves advanced troubleshooting, performance analysis, and developing strategies to enhance service efficiency.
Previously, I worked as a Senior Support Analyst at Turn2Partners with Guidehouse, where I trained my team to provide exceptional customer service and handled complex escalated tickets. My background in business support has equipped me with strong problem-solving skills and the ability to collaborate effectively across teams. I am committed to continuous improvement and professional growth, both for myself and my team.
Experience
Work history, roles, and key accomplishments
Help Desk Analyst Tier II Team Lead
Goldschmitt & Associates
Nov 2023 - Present (1 year 6 months)
As a Help Desk Analyst Tier II Team Lead, I provide advanced troubleshooting and resolution support for critical incidents. I manage access control, train help desk analysts, and ensure compliance with IAM controls. My role includes quality assurance, performance evaluations, and developing strategies to enhance service delivery and customer satisfaction.
Senior Support Analyst Tier II Team Lead
Turn2Partners with Guidehouse
Jan 2023 - Nov 2023 (10 months)
In my role as a Senior Support Analyst Tier II Team Lead, I trained my team to deliver high-quality customer service and handled complex escalated tickets. I ensured compliance with fraud checks for loan processing and collaborated with leadership on team performance and training.
Business Support Specialist
Turn2Partners with Guidehouse
Mar 2022 - Jan 2023 (10 months)
As a Business Support Specialist, I provided assistance to clients regarding loan processes, troubleshooting technical issues, and maintaining documentation. I improved system performance and ensured effective communication with clients throughout their loan journey.
Education
Degrees, certifications, and relevant coursework
WUWestern Governors University
Master of Science, Cybersecurity and Information Assurance
2024 -
SUSouth Carolina State University
Bachelor of Arts, Journalism Communications
Activities and societies: Organizations: Alpha Kappa Alpha Sorority, Inc., NSLS (National Society of Leadership and Success)
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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