Michael Hesche, Data Analyst

System Soft Technologies

Feb 2022 – May 2022

Nashville, TN

IT Support Desk Analyst

- Engaged in user support interactions via telephone, chat, and email platforms. - Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution. - Addressed user customer service concerns and decided when to escalate problems to specialist team members. - Diagnosed and resolved user system functionality issues to enable completion of desired operations.

Amazon

Jun 2020 – Oct 2020

Nashville, TN

Vision Operations Center SME Operator

- Provided data to assist with early-stage testing of machine learning models. - Provided UI feedback and suggested process improvements to leverage vision technology and to mitigate defect injection. - Segmented and identified package types. - Determined packages as being pickable or non-pickable.

Peckham

Sep 2019 – Feb 2020

Grand Rapids, MI

IT Support Desk Analyst

- Investigated and resolved technical problems for customers. Conducted research using Knowledge Base Articles and reset Active Directory passwords, setup MobileIron, and logged ServiceNow assets. - Used IBM Tivoli remote desktop to troubleshoot and resolve a range of issues/problems. - Escalated tickets to the appropriate support level as needed.

Dialog Direct

Jan 2018 – Jan 2019

Holland, MI

Technical Support Specialist

- Utilized active listening, communication and troubleshooting skills to help difficult customers. - Resolved escalated cases to promote customer satisfaction. - Adhered to quality and service standards to support operational goals. - Provided efficient and courteous customer service.

Michael Hesche

Data Analyst

Skills

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