Bettina Stahl
Bilingual Service Desk Analyst @The Pittsburgh Paints Company
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WORK HISTORY
Bilingual Service Desk Analyst @The Pittsburgh Paints Company
Pittsburgh, PA, US
Provide exceptional customer service and technical support to end-users, resolving issues on the first callManage a high volume of incoming calls and emails, consistently meeting or exceeding departmental response time goalsDocument all customer interactions and solutions in the ticketing system, ensuring accurate tracking and resolution of issuesCollaborate with cross-functional teams to escalate complex technical problems for timely resolutionAssist in the development and maintenance of knowledge base articles, improving self-service options for customersIdentify recurring technical issues and worked with the IT team to implement permanent fixes, reducing future incidents.Perform hardware/software troubleshooting and diagnostics to identify root causes of technical problemsProvide remote assistance using remote desktop tools to troubleshoot software installations, network connectivity issues, etcAssist in user account management tasks such as password resets, access provisioning/deprovisioning, etcDelivered training sessions to educate end-users on new software applications or system updatesAchieved a customer satisfaction rating of 100% based on post-interaction surveysContributed ideas for process improvements that enhanced efficiency and customer experience within the service desk teamParticipated in regular team meetings to discuss challenges, share best practices, and collaborate on problem-solving strategies
EDUCATION
St. John The Baptist DHS
New York state Regents High school diploma, French Language and Literature
Chatham University
Bachelor of Arts, Russian and Communication
SKILLS
ABOUT BETTINA STAHL
Bilingual Retail IT Service Analyst
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