gcf uptime ais service desk analyst resume example with 7+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
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Professional Summary

I have worked over five years within Dimension Data/NTT and have performed a variety of roles, which have exposed me to an array of processes, systems, and unique issues. I am well-rounded in providing support to our clients as I have become extremely knowledgeable of various Cisco contracts and what support relates to them, while also knowing from start to finish how ICM/INC/REQ/SVR/EVT tickets flow through to resolution, and how to correct any problems that may arise during their life cycle.

During my time working on Service Assurance I worked hundreds of entitlement escalations and when needed liaised with various Service Delivery Mangers and support vendors.

  • Service Level Agreements.
  • Knowledgeable of all Managed Services, Uptime contracts, Smartnet, and other 3rd party contracts. I know what services are included and not included in each.
  • Writing up documentation for new processes or clarifying exiting procedures (Confluence, Sharepoint, etc).
  • Expert customer service/relation skills.
  • Excellent work ethic and accountability.
  • Knowledgeable of ebonding systems and procedures.
  • Significant amount of experience working with our vendors and how to ensure tickets/inquires are being handled appropriately by the vendor.
  • Experienced and knowledgeable of RMA dispatching and timeframes associated with them.
  • Experienced working in a wide array of ticketing systems (ITSM, Oracle, SNI, and JIRA).
  • Knowledgeable of SalesForce.
  • Coverage/Entitlement verification.
  • Knowledgeable of how our production teams work and where to escalate if needed.
  • Using various CMDB systems.
  • Running reports in ITSM/ServiceNow.
  • Familiar with all Cisco support tools related to coverage.
  • Knowledgeable of all steps related to Major Incident Management (MIM).
  • Knowledgeable of Event management procedures and SLAs.
  • Data MACD cases.
  • Coaching.
  • Troubleshooting Technical Issues.
  • System Configuration.
  • Network Troubleshooting.
  • Customer Complaint Resolution.
Work History
GCF / Uptime/ AIS Service Desk Analyst , 12/2015 to Current
Geo Group Inc.South Mountain, PA,
  • Responded to support requests from end users and patiently walked individuals through troubleshooting tasks.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Addressed user customer service concerns.
  • Entered service tickets into ServiceNow/ITSM/Oracle/SNI to facilitate faster problem identification and resolution.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Checked entitlements/coverage for any systems or devices being worked on by myself or engineering teams.
  • Monitored various systems for potential hardware alerts/security threats/ unauthorized maintenance.
  • I spent a significant amount of time working or escalating cases with Cisco, Juniper, Palo Alto, and Dell. I am very familiar with their internal processes and escalation paths if needed.
  • Following up on cases that are nearing SLA to avoid breaches.
Service Assurance, 09/2019 to 09/2020
NTT AmericaCity, STATE,
  • .Investigated and resolved customer inquiries and complaints quickly.
  • Reviewed any escalations regarding lack of coverage and answered any questions related to services contracted for our engineering teams.
  • I worked with Cisco, Juniper, or Palo Alto to verify device coverage.
  • I notified our Service Delivery Mangers of cases that required their attention whether for further escalation or to relay to the customer that a device is uncovered.
  • In some instances with SDM approval I would directly reach out to the customer and advise lack of coverage/next potential steps.
Customer Service Specialist, 06/2013 to 07/2015
SprintCity, STATE,
  • Educated customers on promotions to enhance sales.
  • Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Recorded product or service failure complaints and notified appropriate departments.
  • Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Troubleshooting for various mobile phones, tablets, and phone products.
Associate of Science: American History, Expected in 05/2013 to Eastern Tennessee State University - Jessicason City, TN,
High School Diploma: , Expected in 05/2009 to Sullivan Central High School - Blountville, TN

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Resume Overview

School Attended

  • Eastern Tennessee State University
  • Sullivan Central High School

Job Titles Held:

  • GCF / Uptime/ AIS Service Desk Analyst
  • Service Assurance
  • Customer Service Specialist


  • Associate of Science
  • High School Diploma

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