Service Now
Adam Iven
Saint Louis
Summary
Experienced with technical support and issue resolution in dynamic IT environments. Utilizes problem-solving abilities to enhance system performance and user satisfaction. Track record of managing help desk operations with focus on efficiency and customer service.
Overview
9
9
years of professional experience
Work History
Senior Help Desk Analyst
Retail Technology Group
11.2024 - Current
- Enhanced customer satisfaction by addressing and resolving complex technical issues.
- Established best practices for help desk processes, driving consistency in service delivery across the team.
- Collaborated with IT teams to implement system updates, improving overall network stability.
- Served as a key liaison between the IT department and business units, fostering collaboration on technology initiatives.
- Mentored junior help desk analysts, fostering professional growth and enhancing team performance.
- Managed high-priority incidents for timely resolution, minimizing business impact and downtime.
- Reduced ticket resolution time with effective problem analysis and troubleshooting techniques.
Quality Assurance Analyst
Panera Bread
10.2023 - 10.2024
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Led monthly training sessions for Level 1 analysts, increasing departmental efficiency and knowledge sharing.
Level 1 Help Desk Analyst
Panera Bread
10.2020 - 10.2023
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used Service Now to manage and process support actions and requests.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
- Provided customer support and technical support to 20+ customers daily.
- Trained and supported end-users with software, hardware, and network standards and use processes.
Dispatcher Coordinator
Neumayer Equipment
01.2020 - 03.2020
- Monitored dispatcher performance metrics regularly, providing feedback, coaching, or additional training as needed to optimize productivity.
- Maintained detailed records of dispatched calls, resource allocation, and incident outcomes for reporting purposes.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed labor assignments and equipment allocations and met transportation, operations and production goals.
Customer Service and Operations Supervisor
Weekends Only
02.2016 - 11.2019
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Coordinated emergency response plans in times of crisis situations or natural disasters affecting company operations.
Education
High School Diploma -
Oakville High School
St Louis, MO05-2013
Skills
- Ticketing system proficiency
- Training and mentoring
- Remote desktop support
- Wireless networking
- Hardware support
- SLA compliance
- Performance metrics analysis
- Escalation management
- Knowledge base maintenance
- Customer support
Software
Meraki
Office 365
Virtual Observer
Five/9
Solarwinds
Timeline
Senior Help Desk Analyst
Retail Technology Group
11.2024 - Current
Quality Assurance Analyst
Panera Bread
10.2023 - 10.2024
Level 1 Help Desk Analyst
Panera Bread
10.2020 - 10.2023
Dispatcher Coordinator
Neumayer Equipment
01.2020 - 03.2020
Customer Service and Operations Supervisor
Weekends Only
02.2016 - 11.2019
High School Diploma -
Oakville High School
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