Gary Hart
Virginia Beach
Summary
Motivated Help Desk Support Analyst with a proven track record at Eplus, excelling in incident resolution through ServiceNow. Skilled in Active Directory management and effective communication, I thrive in high-pressure environments, ensuring seamless onboarding and exceptional customer support. Passionate about problem-solving and enhancing team collaboration to drive success.
Overview
11
11
years of professional experience
Work History
Help Desk Support Analyst
Eplus
Herndon
04.2023 - Current
- Resolved incidents via telephone and self-service ticketing to improve user access to systems.
- Tracked incident tickets in ServiceNow to ensure timely resolution.
- Lead agent managing Support Chat via Webex to enhance communication and support.
- Managed high volume of daily inquiries with accuracy and professionalism.
- Assisted onboarding of new employees to ensure transition of new hires
POS Technician/product deployment
TEKsystems
Virginia Beach
06.2022 - 12.2022
- Patched registers and provided technical expertise to field agents during pos system installations.
- Facilitated product deployment while supporting critical system equipment to ensure operational readiness.
- Installed and configured point-of-sale systems for diverse retail environments.
- Provided technical support for hardware and software issues in-store.
- Trained staff on effective use of POS systems and troubleshooting techniques.
POS Technician/Product deployment
TEKsystems
Virginia Beach
08.2021 - 02.2022
- Led active directory management and provided tech support during equipment rollout to field services, facilitating timely deployment and operational readiness.
- Installed and configured point-of-sale systems for various retail environments.
- Provided technical support to users for hardware and software issues.
- Conducted regular maintenance and troubleshooting of POS equipment.
Customer Advocate Specialist
Cox Communications Inc.
Chesapeake
02.2015 - 02.2020
- Resolved equipment installation issues remotely, including cable boxes and modems, ensuring customer satisfaction.
- Delivered high-quality customer service through effective communication and problem-solving strategies.
- Supported all television, internet, and phone issues for customers, enhancing overall user experience.
- Addressed email and computer connection issues to maintain optimal functionality.
- Handled all escalations from level 1 staff, addressing both technical and customer service concerns.
Education
Bachelor of Science - Information Systems
ECPI University
Virginia Beach, VASkills
- ServiceNow incident resolution
- Technical support and system access
- Active Directory management
- Remote support
- Escalation management
- Employee training
- Attention to detail
- Team collaboration
- Effective communication
Timeline
Help Desk Support Analyst
Eplus
04.2023 - Current
POS Technician/product deployment
TEKsystems
06.2022 - 12.2022
POS Technician/Product deployment
TEKsystems
08.2021 - 02.2022
Customer Advocate Specialist
Cox Communications Inc.
02.2015 - 02.2020
Bachelor of Science - Information Systems
ECPI University