Niki Wuollet
Tempe,AZ
Summary
Detail-oriented IT professional with experience supporting enterprise applications and performing in high pressure environments. Skilled in troubleshooting complex issues, identifying trends, documenting workflows, and collaborating with others. Enthusiastic and eager to contribute to team success through hard work and continued learning. Highly motivated to apply foundational development knowledge and problem-solving mindset in an IT Applications Developer capacity.
Overview
9
9
years of professional experience
Work History
IT Service Desk Analyst II
HonorHealth
03.2023 - Current
- Provided end user application support, using critical thinking to analyze complex application and workflow issues, define incident scope, identify root cause, and develop solutions prioritizing first-call resolution.
- Maintained thorough and articulate documentation to translate user needs into actionable items, to create change tickets, and track major incidents and trends.
- Created technical knowledgebase documentation, process workflows, and training materials to support system enhancements and reduce repeat incidents.
- Collaborated and communicated with end users and other IT teams to escalate and manage incidents appropriately according to urgency and impact of issue.
- Sole level II analyst on night shift, responsible for monitoring network operations, triaging alerts, and leading initial response to major incidents to ensure service continuity.
IT Service Desk Analyst I
HonorHealth
09.2021 - 03.2023
- Resolved technical issues for end users, enhancing overall customer satisfaction and operational efficiency.
- Analyzed user requests to identify recurring issues, improving the service desk support process.
- Provided exceptional customer support via telephone, chat and email.
- Used ServiceNow to document incidents, service requests, knowledge base articles, and monitor metrics.
PBX Operator/Security Dispatcher
HonorHealth
08.2016 - 09.2021
- Used communication skills to empathetically listen, build rapport, and identify customer needs.
- Maintained complete documentation on all service lines supported.
- Alerted and activated resources to emergency codes and security issues to ensure staff and patient needs were met.
Education
Bachelor of Science - Computer Science (Software Engineering)
Arizona State University
Tempe, AZ12-2026
Associate of Science - Computer Science
Maricopa Community Colleges, Paradise Valley Community College
Phoenix, AZ05-2023
Skills
- Critical Thinking
- Hardware and Software Troubleshooting
- Incident Tracking and Documentation
- Remote Technical Support
- Empathy
- Collaboration
- Innovation
- Proficient with C, C, Python, Java
- Proficient with object oriented programming
- Azure / Active Directory
Timeline
IT Service Desk Analyst II
HonorHealth
03.2023 - Current
IT Service Desk Analyst I
HonorHealth
09.2021 - 03.2023
PBX Operator/Security Dispatcher
HonorHealth
08.2016 - 09.2021
Bachelor of Science - Computer Science (Software Engineering)
Arizona State University
Associate of Science - Computer Science
Maricopa Community Colleges, Paradise Valley Community College