Alicia Hopkins
Conway,AR
Summary
Detail-oriented Service Desk Analyst with expertise in customer service training, incident management, and remote technical support. Proven ability to resolve technical issues and enhance customer satisfaction.
Overview
17
17
years of professional experience
Work History
Service Desk Analyst Sr
Arkansas Blue Cross Blue Shield
Little Rock, AR
10.2015 - 12.2025
- Resolved technical issues for end-users, enhancing overall customer satisfaction and productivity.
- Coordinated incident management processes, ensuring timely resolution of service request.
- Completed yearly continued education regarding improved timely, accurate, and empathetic customer support. Try to put myself in their shoes and treat people as I would want to be treated.
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Consistently maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Managed approximately 25 incoming calls and 15 email tickets per day from customers.
Data Center Operator Analyst
Arkansas Blue Cross Blue Shield
Little Rock, AR
07.2012 - 10.2015
- Monitored data center operations to ensure optimal performance and uptime and completed access and emergency operational bi-yearly procedures.
- Conducted routine system checks of hardware and critical infrastructure components which included three storage systems, at least 30 pieces of network equipment and 15 VDI servers.
- Performed on call duties.
- Managed inventory of hardware and supplies, ensuring availability for ongoing projects.
- Provided network operations support when monitoring issues occurred unexpectedly keeping communication between critical teams.
- Assisted with decommissioning old hardware and installing new.
- Ensured continuous uptime for critical systems through routine equipment checks and proactive maintenance.
Production Control Analyst Associate
Arkansas Blue Cross Blue Shield
Little Rock, AR
12.2008 - 07.2012
- Participated in annual Disaster Recovery exercise.
- Ensured accurate documentation of production activities, facilitating effective communication among team members and stakeholders.
- Reported problems and concerns to management.
- Maintained tape backup library.
- Troubleshot system issues over the phone to support System Administrators specifically with keeping batch processing on schedule.
- Attended daily team meetings to help ensure necessary shift information was communicated.
- Monitored over 50 batch jobs each shift.
- Consistently achieved high attendance.
Education
Bachelor of Science - Organizational Management
Central Baptist College
Conway, AR05-2012
Skills
- Customer service training
- Attention to detail
- Documentation
- Incident management
- Client relationship management
- Hardware troubleshooting
- Remote technical support
- Escalation management
- Ticketing systems
Accomplishments
- Received management recognition for early detection of system critical issues allowing support to resolve before open of business to prevent end user or client impact.
- Maintained high attendance throughout work history.
- Documented and resolved end user software and hardware issues which led to updated and more user friendly service desk procedures.
Timeline
Service Desk Analyst Sr
Arkansas Blue Cross Blue Shield
10.2015 - 12.2025
Data Center Operator Analyst
Arkansas Blue Cross Blue Shield
07.2012 - 10.2015
Production Control Analyst Associate
Arkansas Blue Cross Blue Shield
12.2008 - 07.2012
Bachelor of Science - Organizational Management
Central Baptist College