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@jessicadean
Dedicated Help Desk I.T. Analyst with strong technical support skills.
With over seven years of experience in technical support and customer service, I have honed my skills in troubleshooting and problem-solving within the I.T. sector. My journey began as a Credit Analyst, where I developed a keen eye for detail and analytical skills, which I later applied to my role as a Fraud Analyst at Citibank. This experience laid the groundwork for my transition into the Help Desk I.T. Specialist role at U.S. Bank, where I provided Tier 1 support and resolved complex ATM network issues.
At U.S. Bank, I leveraged my extensive knowledge of network operations and troubleshooting to support both remote and onsite users. My ability to quickly diagnose and resolve issues, coupled with my excellent de-escalation skills, has consistently resulted in high customer satisfaction. I am now seeking to further my career as a Help Desk I.T. Analyst/Independent Contractor, where I can utilize my technical expertise and commitment to exceptional service to contribute to a dynamic team.
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Work history, roles, and key accomplishments
Solis
Jul 2022 - Oct 2024 (2 years 3 months)
Provided customer service and help desk support through inbound and outbound calls, utilizing excellent de-escalation skills and problem-solving abilities to assist customers effectively.
U.S. Bank
Sep 2017 - Jul 2022 (4 years 10 months)
Delivered Tier 1 support by troubleshooting host/interchange issues, managing ATM network concepts, and providing remote support for operational issues, ensuring timely resolution of complex problems.
Citibank
Sep 2011 - Apr 2015 (3 years 7 months)
Analyzed potential fraudulent accounts and processed fraud claims, conducting complex research and analysis of account activity while managing multiple campaigns.
Citibank
Sep 2011 - Apr 2015 (3 years 7 months)
Interpreted and analyzed commercial and consumer credit applications, reviewed credit histories, and performed credit line increases, ensuring thorough financial assessments.
Degrees, certifications, and relevant coursework
Continuing Degree
2008 - 2010
High School Diploma
2005 - 2007
Graduated with a High School Diploma.
Certification, Information Technology
Completed CompTIA A+ Certification.
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