Deep Enrich
Norlyn Potts
Service Desk Sr. Analyst
107 followers
Dallas, Texas, United States
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About me
Senior Help Desk Technician
Education
Computer Learning Center
1998 - 2000Associate’s Degree Information Technology and Network Administraion
Experience
Compucom
Aug 2013 - Apr 2016Service Desk Sr. AnalystProvide stakeholders call center reports daily to aid in analyzing call trends and schedules.Prioritized call queues for agents based on SLAProvide real-time (continuous) feedback (Coaching and development)Identify possible New Hires for Service DeskChampion for all Knowledge Mgmt. and SOPs (oversee KB usage, ensure support members link knowledge to tickets, flag articles for updates, request new knowledge on-demand + KnowIT contributor role (update/ create knowledge, oversee report metrics to manage knowledge). Identify and update knowledge management articles as appropriate. Show less
TPI, LLC
Apr 2016 - Oct 2023Senior Helpdesk Technician
Licenses & Certifications
- View certificate
Google Cybersecurity Specialization
GoogleMar 2024
- View certificate
CompTIA Security+
CompTIAJun 2024
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