Hans Hoffer
CHESAPEAKE
Summary
Dynamic Service Desk Analyst at ePlus Technology, Inc. with expertise in incident management and remote support. Proven ability to resolve complex technical issues while delivering exceptional customer service. Skilled in Active Directory administration and effective communication, consistently achieving high customer satisfaction through collaborative problem-solving and innovative solutions.
Overview
7
7
years of professional experience
Work History
Service Desk Analyst
EPlus Technology, Inc.
CHESAPEAKE
10.2023 - Current
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Tracked requests for help desk tickets using ServiceNow.
- Maintained and resolved over 50 tickets a day, assisting customers with various software issues.
- Assisted users with installation of new applications or software updates as needed.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Troubleshot and resolved hardware, software, network, and peripheral device problems.
- Maintained up-to-date knowledge about industry trends related to healthcare IT solutions.
- Configured users' accounts in Active Directory and Exchange Server environments.
- Provided technical support for Microsoft Entra accounts, utilizing Microsoft Authenticator verification.
- Recommended changes in policies and procedures relating to service desk activities.
- Provided assistance with troubleshooting different healthcare IT software systems.
- Provided telephone support to staff members who require assistance with their computers or network connections.
- Collaborated with other teams to ensure successful resolution of customer inquiries.
- Maintained accurate notations of customer interactions, inquiries, and resolutions in ServiceNow.
Computer Technician
Providence Computers
CHESAPEAKE
03.2020 - 10.2023
- Troubleshot complex technical problems related to hardware components, operating systems and applications.
- Resolved customer complaints regarding the performance of their computers or other devices.
- Assessed customer needs and provided advice on appropriate products or services.
- Managed multiple tasks simultaneously while adhering to deadlines.
- Created backup images of customers' data files onto external storage devices.
- Installed operating systems including Windows 7, 8, 10, Linux and Mac OS X on desktops and laptops.
- Managed inventory of parts and supplies for repair services.
- Repaired malfunctioning laptop computers by replacing parts such as motherboards, hard drives,and memory modules.
- Implemented security measures to protect against unauthorized access or viruses.
- Built custom PCs based on customers' specifications using various components from different manufacturers.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
Sales Floor Stock Clerk
Coast Guard Exchange
Chesapeake
01.2018 - 03.2020
- Monitored sales floor for out-of-stock items and removed damaged goods from shelves.
- Advised customers on proper care and storage of firearms after purchase.
- Operated cash registers and processed payments for merchandise purchased.
- Provided exceptional customer service by responding promptly to inquiries and resolving complaints quickly.
- Assisted customers in selecting appropriate firearms for their needs.
- Performed price checks for items requested by customers when needed.
- Conducted background checks on potential buyers using the appropriate software applications.
- Maintained records of all firearm purchases according to state regulations.
- Organized, inventoried, and restocked shelves with new products as they arrived.
Education
Associate of Applied Science - Cyber Scuirt
Tidewater Community College
Chesapeake, VA12-2022
Skills
- Incident management and ServiceNow
- Remote support and technical assistance
- Active Directory administration
- Network troubleshooting and diagnostics
- Healthcare IT solutions
- Customer service and relations
- Problem solving and resolution
- Technical documentation creation
- Software support and maintenance
- Escalation management strategies
- Collaboration and teamwork skills
- Account management
- Guest complaint resolution techniques
- Customer service training programs
- Effective communication and empathy
Languages
English
Full Professional
German
Limited
Accomplishments
- Consistently achieved multiple 100% Quality Assurance scores, demonstrating a strong commitment to service excellence and accuracy as a Service Desk Analyst.
- Received multiple 5-star customer reviews, reflecting exceptional technical skills and customer service as a Computer Repair Technician at Providence Computers
Timeline
Service Desk Analyst
EPlus Technology, Inc.
10.2023 - Current
Computer Technician
Providence Computers
03.2020 - 10.2023
Sales Floor Stock Clerk
Coast Guard Exchange
01.2018 - 03.2020
Associate of Applied Science - Cyber Scuirt
Tidewater Community College
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