Summary
Overview
Work History
Education
Skills
Training
Timeline
Generic

Carezza Wolff

Middletown

Summary

IT Support Specialist with extensive experience at IKEA, specializing in incident management and technical troubleshooting. Demonstrated ability to optimize schedules and resource allocation, resulting in improved operational efficiency. Skilled in fostering team collaboration and delivering exceptional customer service, ensuring effective IT infrastructure management and high user satisfaction.

Overview

18
18
years of professional experience

Work History

Process Specialist

Infosys BPM
12.2024 - Current
  • continue assistance to IKEA in identical role

Support Specialist

IKEA
01.2019 - 01.2024
  • Assisting Staff Planner with daily tasks including effective schedule optimization.
  • Point of contact for vacation requests, updating the workforce management system with any changes to shifts, breaks, or special tasks.
  • Monitor and escalate availability of resources and work proactively with Team Leads and other SPs to ensure resource utilization is maximized.
  • Planned and allocated resources effectively, ensuring optimal utilization and availability.
  • Collaborated with retail business to identify and address potential issues, implementing proactive measures ensure successful power maintenance.

IT Support Analyst

IKEA
01.2007 - 01.2019
  • Addressed and resolved complex technical issues within the assigned business area, improving efficiency for co-workers.
  • Handled the registration, analysis, prioritization, resolution, and assignment of incoming support cases within agreed timeframes, maintaining high service quality.
  • Kept end-users and product teams informed about case progress through continuous monitoring, analysis, and necessary escalations.
  • Creation and management of accounts and provide assistance and troubleshooting for technical issues within IKEA.
  • Contributed to onboarding new colleagues, promoting standardized working methods and shared goals.
  • Supported various platforms and functions within the company, assisting with account creation and management.
  • Provided technical assistance and troubleshooting for IKEA’s IT issues.
  • Monitored open cases, escalated when necessary, and kept end-users updated on resolution progress.
  • Expert in managing users/computers in Active Directory using a GUI interface.
  • Ability to work with International Partners.
  • Experienced IT Support Specialist with a strong background in managing and supporting IT infrastructure in retail environments.
  • Proven expertise in system installation, configuration, troubleshooting, and user administration.
  • Adept at coordinating large-scale IT projects, ensuring high incident resolution rates, and providing comprehensive technical training.

Education

Bachelor of Science - Business Information Systems

Villa Julie College
Owings Mills, MD
06-2000

Skills

  • Schedule optimization
  • Workforce management
  • IT infrastructure management
  • Problem solving
  • Analytical skills
  • International partnership collaboration
  • System installation and configuration
  • Software and hardware troubleshooting
  • Identity and access management
  • Incident management
  • IT support services
  • Customer service excellence
  • Effective communication
  • Remote support solutions

Training

  • ITIL Training
  • Power BI Training
  • Completed Digi Squad Training
  • Generative AI Landscape Training
  • Fundamentals of Artificial Intelligence
  • GIS Fundamentals
  • PC Troubleshooting and Repair
  • TCP/IP
  • Networking Essentials
  • Networking and Data Communications
  • Managing Local Area Networks

Timeline

Process Specialist

Infosys BPM
12.2024 - Current

Support Specialist

IKEA
01.2019 - 01.2024

IT Support Analyst

IKEA
01.2007 - 01.2019

Bachelor of Science - Business Information Systems

Villa Julie College

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Carezza Wolff