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Helen
IT Support Analyst
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Competencies
Demonstrated experience with Customer service.
Demonstrated experience with Technical support.
Demonstrated experience with Phone support.
Demonstrated experience with Chat support.
Demonstrated experience with Client inquiries.
Education
Summary
Professional profile
Experience
IT Support Analyst
Supported users by troubleshooting software issues using knowledge base resources and internal procedures.. Created, assigned, documented, and followed up on incidents and service requests related to Cloud PC support.. Assisted users with migration support, software installation, and access to required systems.
Technical Support Representative
Delivered phone-based support for TurboTax users experiencing software, login, account, and system access issues.. Resolved installation, configuration, account synchronization, and Windows/macOS compatibility concerns.. Communicated clear step-by-step instructions to help customers complete tasks and restore access.. Documented customer issues accurately while supporting timely follow-up and resolution.
IT Operations Analyst Intern
Managed and resolved ServiceNow incidents involving hardware, software, and access issues.. Documented service requests and incident updates according to ITIL practices and SLA requirements.. Provisioned, configured, and deployed desktops and laptops for end-user use.. Collaborated with internal teams to resolve user issues and support daily IT operations.
Technical Support Representative
Provided chat-based customer support for TurboTax users experiencing hardware, software, and connectivity issues.. Assisted customers with system setup, software updates, and application configuration.. Guided users through troubleshooting steps for tax calculations, report generation, and usability issues.. Supported positive customer experiences by resolving issues in a timely and professional manner.
Implementation & Support Specialist
Provided first-line support for software, EDI, and system integration issues affecting internal and external users.. Documented and resolved transaction errors, integration issues, and data-processing concerns.. Monitored application logs and escalated complex issues while maintaining clear updates and follow-up.. Communicated with users and technical teams to support reliable system performance and service continuity.
Implementation Consultant
Provided go-live and post-deployment support for clients experiencing application and integration issues.. Conducted client training sessions to support system adoption and effective use of SAP Business One.. Created user documentation to help clients understand system processes and daily activities.. Communicated with clients, development teams, and business analysts to resolve service and system concerns.
Implementation Consultant
Supported EDI and non-EDI integration projects connecting client systems with external business partners.. Coordinated testing, defect resolution, and production deployment activities.. Communicated with clients and internal teams to confirm requirements and resolve implementation concerns.. Tracked issues, documented updates, and followed up on required actions to support reliable data exchange.
Specialist
Provided phone-based customer support for banking accounts, cards, transactions, and general account inquiries.. Verified customer and account information while handling service requests with accuracy and confidentiality.. Processed mortgage, loan, and utility bill payments by confirming account details, dates, and amounts.. Followed banking procedures while responding to customer concerns and handling sensitive financial information.