Adrienne Burns-Person
Summary
Developed skills in collaborative environment, adept at managing customer interactions and resolving technical issues. Demonstrates strong analytical and communication abilities, with focus on improving operational processes. Looking to contribute to a global organization, leveraging technical support and customer service experience to drive positive outcomes.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Technology Service Desk Coordinator
Georgia State University
Atlanta, Georgia (Remote)
09.2018 - Current
- Increased first-contact resolution rates with thorough troubleshooting and problem-solving skills.
- Developed training materials for new hires to ensure consistent quality of support services.
- Continuously sought opportunities for professional development, attending seminars or conferences related to Service Desk Coordinator roles.
- Collaborated with other departments to address recurring issues, reducing overall ticket volume.
- Contributed to maintaining high customer retention rates through exceptional service delivery.
- Improved communication between the service desk team and clients through clear documentation and regular updates on issue status.
- Optimized resource allocation by effectively scheduling staff shifts according to anticipated workload patterns.
Technology Service Desk Analyst, Intermediate
Georgia State University
Atlanta, Georgia
01.2011 - 09.2018
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Conducted regular reviews of service desk metrics to identify areas for improvement and implement enhancements accordingly.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Consistently met or exceeded key performance indicators related to service quality and response times.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Engaged in user support interactions via ticketing system, chat and email platforms.
- Generated reports to track performance and analyze trends.
Customer Service Specialist
University System of Georgia (ITS)
Athens, Georgia
05.2009 - 01.2011
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Handled escalated incidents calmly, finding resolutions that satisfied both the company and the customer's needs.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Developed rapport with customers, fostering long-term relationships and repeat business.
Education
Master of Science - Information Technology, Cybersecurity
Middle Georgia State University
Macon, Georgia12-2024
Bachelor of Science - Information Technology
Middle Georgia State University
Macon, GeorgiaBachelor of Arts - Sociology
Georgia State University
Atlanta, GeorgiaSkills
- Team leadership
- Master Researcher
- Technology Savvy
- Customer experience
- Team collaboration
- Policy & Procedure
- Detail-Oriented
- Organization
Certification
- ITIL Foundation Certification in IT Service Management
- HDI Support Center Analyst
Additional Information
Software:
Word, PowerPoint, Excel, Outlook, TEAMS
ServiceNow
Timeline
Technology Service Desk Coordinator
Georgia State University
09.2018 - Current
Technology Service Desk Analyst, Intermediate
Georgia State University
01.2011 - 09.2018
Customer Service Specialist
University System of Georgia (ITS)
05.2009 - 01.2011
Master of Science - Information Technology, Cybersecurity
Middle Georgia State University
Bachelor of Science - Information Technology
Middle Georgia State University
Bachelor of Arts - Sociology
Georgia State University