Cathy Zumwalde
Myron Danylyszyn 612-805-9209 Spring Lake Park MN 55432 mndanylyszyn@ in/myrondanylyszyn Professional ProfileService Desk professional with several years of experience as a help desk analyst. Using exceptional verbal and written communication skills to assist End users with troubleshooting hardware and software issues, connectivity, and secure password resets. Reputation for providing exceptional customer service to all end users while ensuring the task at hand is completed to its fullest potential within given timeframes. Summary of QualificationsExcellent Customer ServiceRemote WorkTime ManagementProficient in Microsoft Office SuiteMeet scheduled deadlines in a fast paced, service driven environmentProblem Solving SkillsSlackServiceNowCollaborative Windows 7 and 10 Microsoft 365Professional ExperienceTechnical Support Representative July 2020-presentRandstad/Placed at Target Corp, Brooklyn Park MNSupport and Troubleshoot POS systemsCreate service calls with company vendorsProblem resolutions by chat, email and phoneCollaborate with other support members on issuesMobile device configurationUtilize company knowledgebase for solutionsIT Service DispatcherTechgen Consulting Inc Minneapolis MN March 2019-December 2019Scheduled onsite appointments for clients for 2 service techsMade arrangements with UPS, FedEx, and Priority courier pickup and delivery of client's hardwareProvided assistance with overflow calls 10 to 15 per dayWorked with the project team on new set ups.Point of contact for customers via email, and telephoneMonitored schedules and made necessary changes for 9 service techniciansHelp Desk Analyst (contracted)Zero1Zero Innovations, Edina MN October 2018-November 2018Configured Laptops and WorkstationsSupported users with password resetsEnabled and Disabled user accounts using Active DirectoryTroubleshoot end users’ issues by phone 5 to 15 calls a dayFollowed up with users on progress of resolutionEnd User Technician (contracted)Piper Jaffray, Minneapolis MN July 2018-August 2018Assisted in corporate iPhone upgrade and configurationTroubleshoot with users by phone and email any issues with iPhoneProvided users with instructions on use of RSA soft token and applicationsMaintained Excel spreadsheet of the configured iPhone’s updated with 50 completions per weekMyron Danylyszyn page 2 612-805-9209 mndanylyszyn@ Professional Experiences (Continued)IT Procurement & Payment Specialist (contracted) September 2017-June 2018Caribou Coffee, Brooklyn Center, MN Ensured that all necessary procurement approvals are processedContributed in coordination of projects and maintaining of equipment inventorycoordinated and tracked the receipt and dissemination of received equipment Worked with other IT members to document proceduresVerified that all invoices are coded correctly, with appropriate approvals and processedCommunicated with the vendor on project needs and ordering Service Desk Analyst-(contracted) January 2017-April 2017 Lifetime Fitness, Chanhassen, MNReset user passwords using Active DirectoryGeneral troubleshooting with Microsoft Office productsAided with printer installationsAssisted with IP phone issuesDetermined issues with company applications Provided information to end users on application and softwareHelp Desk Analyst- (contracted) March 2015-August 2016UnitedHealth Group Plymouth, MN Answered and resolved 30 to 40 inbound technical calls a dayDiagnosed hardware, software, printing, and network connectivity issues Assisted end users with VPN issuesGeneral troubleshooting with Microsoft Office productsRemoted into Desktops to determine issuesRecorded all help desk call incidents and incident resolutions in the incident tracking systemHelp Desk Analyst- (internship) March 2014 - March 2015 Globe Education Network, Woodbury, MN Assisted faculty and staff with technology problems and needs to identify applicationsDelivered excellent customer service to promote positive client relationsProvided daily support to client understanding with Microsoft products, software, and hardwareEffectively installed desktop hardware and softwareTrained end-users to properly use desktop softwareEducated end users on security in password creation and resetAnswered multiple daily phone calls 10-20 per day, and 20 e-mails per dayEducation Associate in Applied Science – Information Technology Minnesota School of Business, Blaine, MN ................
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