JWJane Washington
@janewashington
Experienced IT Support Analyst with a focus on customer service.
United StatesWhat I'm looking for
I am an IT Support Analyst with over 7 years of experience in providing exceptional technical support and troubleshooting hardware and software issues. My career has been marked by a commitment to delivering outstanding customer service in fast-paced environments. I have a proven track record of reducing ticket resolution time by 30% and improving system uptime through proactive monitoring and effective problem-solving.
Currently, I work at Medstar Washington Hospital Center, where I manage and resolve over 100 technical support tickets weekly using ServiceNow, maintaining an impressive average customer satisfaction score of 98%. I have successfully led end-user training sessions for more than 200 employees, focusing on software updates and cybersecurity best practices. My previous roles have equipped me with extensive experience in Active Directory management, IT service management, and the deployment of workstations, making me a versatile asset to any IT team.
Experience
Work history, roles, and key accomplishments
IT Support Analyst
Medstar Washington Hospital Center
Jan 2021 - Present (4 years 5 months)
As an IT Support Analyst, managed over 100 technical support tickets weekly using ServiceNow, achieving a customer satisfaction score of 98%. Reduced system downtime by 25% and led training sessions for over 200 employees on software updates and cybersecurity best practices.
IT HelpDesk Technician
Trinity Health
Apr 2024 - Present (1 year 2 months)
In the role of IT HelpDesk Technician, resolved 90% of support tickets on first contact, managed user accounts with Active Directory, and performed software installations across 300+ devices while creating documentation to streamline processes.
Technical Support Specialist
Medicomp
Dec 2017 - Sep 2022 (4 years 9 months)
As a Technical Support Specialist, provided remote and onsite support for over 150 end-users, managed ticket escalation processes, and conducted system performance monitoring, enhancing efficiency by 20%. Delivered IT training on security protocols.
Education
Degrees, certifications, and relevant coursework
UCUniversity of Maryland Global Campus
Bachelor's in Cybersecurity, Cybersecurity
Pursuing a Bachelor's degree in Cybersecurity, focusing on the principles of information security, risk management, and network security.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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