Parmalee Dessauer
West Harrison
Summary
Results-driven professional specializing in technical support and customer service. Expertise in resolving complex issues while ensuring accurate documentation and maintaining strong stakeholder relationships. Focused on process improvement and enhancing user experiences.
Overview
21
21
years of professional experience
Work History
Sr EPS Specialist
University of Cincinnati
231 Albert Sabin Way
06.2010 - Current
- Trained new staff on operational procedures and university software tools.
- Resolved student inquiries and concerns, enhancing overall satisfaction and trust in services.
- Developed training materials that improved staff understanding of university policies and streamlined onboarding.
- Provided technical support for customers in resolving complex issues.
- Assisted in developing strategies to increase customer satisfaction levels.
- Analyzed customer needs and recommended appropriate products or services.
- Maintained accurate records of customer interactions and feedback.
- Performed quality assurance testing on newly developed software applications.
- Implemented process improvements that optimized workflows and contributed to resource savings.
- Identified needs of customers promptly and efficiently.
- Set specific goals for projects to measure progress and evaluate end results.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Implemented strategies to take advantage of new opportunities.
Service Desk Analyst
Cincinnati Children's Hospital
CINCINNATI
11.2004 - 06.2010
- Provided technical support for staff and patients using various software systems.
- Diagnosed and resolved hardware and software issues efficiently.
- Managed service requests through ticketing system, achieving timely resolution for user issues.
- Collaborated with IT teams to improve service desk operations and workflows.
- Maintained accurate documentation of technical procedures and troubleshooting steps.
- Communicated effectively with diverse stakeholders to gather requirements and feedback.
- Provided first-level technical support to customers with IT related issues.
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Assisted users with the installation of new applications or software updates.
- Troubleshot and resolved hardware, software, network, and peripheral device problems.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Documented solutions and troubleshooting steps in ticketing system, facilitating knowledge sharing among team members.
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Monitored and responded quickly and effectively to requests received through the IT service desk ticketing system.
- Routed and tracked service desk tickets for clients from start to finish.
- Supported and assisted less experienced technicians in resolving client issues requiring advanced or specialized expertise and experience.
- Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
- Investigated system errors using event viewer logs and other troubleshooting techniques.
- Developed documentation for frequently asked questions and how-to guides, enhancing user self-service capabilities.
- Collaborated with other teams to ensure successful resolution of customer inquiries.
- Fielded calls from field service engineers needing corporate support and researched, routed, navigated or escalated to meet customer needs.
- Resolved issues on initial call of time using internal knowledge base, troubleshooting skills, experience, and team resources.
- Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems.
- Recommended changes in policies and procedures relating to service desk activities.
- Maintained accurate records of customer interactions, inquiries, and resolutions in the helpdesk database.
- Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
Education
High School Diploma -
Cincinnati Technical College
CincinnatiSkills
- Ticket resolution
- Incident tracking
- User support
- Technical assistance
- Remote assistance
- Technical documentation
- Hardware diagnostics
- Software diagnostics
- System diagnostics
- Problem solving
- Client relations
- Communication skills
Timeline
Sr EPS Specialist
University of Cincinnati
06.2010 - Current
Service Desk Analyst
Cincinnati Children's Hospital
11.2004 - 06.2010
High School Diploma -
Cincinnati Technical College