1. R O S A L Y N T U C K N E R
(763) 233-1178 3393 Northdale Blvd. NW Apt 201
rmtuckner@yahoo.com Coon Rapids, MN 55448
T E C H N I C A L S U P P O R T C A L L C E N T E R
H E L P D E S K R E P R E S EN T A T I V E
Result driven, loyal and diligent professional has more than 16 years of experience delivering
high caliber service in technical support helpdesk environment. Maintains positive attitude and
courteous demeanor despite stressful and high-pressure situations.
Demonstrates in-depth ability in providing effective solution and recommending corrective
action on inquiries of customers. Accomplishes work requirements with uncompromised quality.
Thrives in fast paced deadline driven organization.
 Emphatic Listening Skills  Articulate Verbal & Written Communication Skills
 Mastery in Helpdesk Support  Strategic Management & Implementation
 Profound Time Management Skills  Problem Solving & Organizational Skills
P R O F E S S I O N A L E X P E R I E N C E
Money Gram 2003 – Present
IT Operations Analyst
 Engaged in monitoring and resolving support related service desk tickets based on severity
level, adhering to pre-defined OLAs.
 Collaborated with staff in resolving 90% of all incidents without escalation; communicated
and documented common issues and resolutions to minimize user downtime.
 Coordinated with senior technical staff to permanently resolve recurring issues; ensured
feedback to management on support trends and issues.
 Performed service requests following standard procedures; leveraged available tools and
resources; provided metrics and trending information to management.
 Observed timely delivery following standard OLAs; installed and maintained systems and
share knowledge with other system analysts.
 Administered defined operational processes; facilitated deployments and system rebuilds
and upgrades as needed.
 Replaced component level hardware while minimizing downtime; recycled outdated
hardware following standard recycling processes.
O T H E R W O R K E X P E R I E N C E
Cargill, Help Desk Representative 2002 – 2003
Prometric, Candidate Services Management Team Lead 1998 – 2002
E D U C A T I O N & T E C H N I C A L S K I L L S
Brown College, 2001
PC/ LAN Certificate
Microsoft Office  TCP/IP Protocols  LAN/WAN  PC Hardware & Technology  A+ Network+
References Gladly Provided Upon Request