help desk analyst resume example with 11+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Highly enthusiastic customer service professional with 7 years client interface experience. Energetic and reliable Retail Sales Associate skilled in high-end merchandise environments. Great love for people, help others is a driven goal. Hands on, hardworking along with being highly motivated,
  • MS Word/Office, Excel, and PowerPoint Troubleshooting proficiency
  • Exceptional telephone etiquette
  • Patient and diligent
  • Call Center Operations
  • Excellent communication skills with a focus on customer service
  • Competent at managing responsibilities in a high-volume atmosphere
  • Work well under pressure as part of a team 
  • Able and willing to assist co-workers, supervisors, and clients in a cooperative manner
  • Meticulous worker; attentive to quality and detail
  • Excellent verbal and written communication skills
  • Self-motivated; able to learn on own initiative
09/2017 to Current Help Desk Analyst Leidos | Saginaw, MI, Level 1 helpdesk issues and escaltion to senior team members where appropriate. Knowledge hardware and software troubleshooting, Windows 7, 8 and 10, Microsoft Office, Microsoft Outlook and Exchange, and basic network troubleshooting skills in an Active Directory environment. Responsible for PC imaging, installation, configuration, and basic hardware and software support.
03/2016 to 06/2017 Toddler Teacher Excel Learning Centers | Strongsville, OH, Read stories to the children and taught them painting, drawing and crafts.
Employed a variety of materials for children to explore and manipulate in learning activities and imaginative play.
Disciplined children and recommended other measures to correct behavior.
Created an infant area, toddler area and preschool area of play within the daycare.
Carefully monitored children's play activities.
Offered detailed daily reports that outlined each child’s activities.
Incorporated music and art activities to encourage creativity and expression.
Maintained daily records of activities, behaviors, meals and naps.
Carefully identified warning signs of emotional and developmental problems in children.
Offered stimulating curriculum that accommodated all learning styles.
Mailed parents quarterly educational assessments to show progression.
Sparked creativity and imagination by helping children discover new things each day.
Completed daily paperwork for agencies such as Child Protection Services and Resource and Referral Centers.
Familiarized parents with center’s policies, regulations, fees and curriculum.
Maintained developmentally appropriate environment.
Supervised circle time, free play, outside play and learning and developmental activities.
Implemented positive discipline; followed policy of warning, timeout, talk and parent check-in.
01/2015 to 04/2016 Customer Service Representative Bmo | Kenosha, WI,
  • Confer with customers by telephone or in person to provide information about products or services Provided sales of new or additional services or products for agents to carry for their senior clients Contacting Insurance Agents to provide information for contracting Calling Agents in regards to Senior Market Health Care providers such as Aetna, American Continental..etc.
  • Remaining in contact with agents to provide best possible service and carriers Deliver prepared scripts that describe products or services, in order to persuade potential agents to sign through various carriers.
  • Adjust sales scripts to better target the needs and interests of specific individuals.
  • Schedule appointments for insurance agents to meet with prospective clients.
10/2013 to 12/2014 Server King's Hawaiian | Flowery Branch, GA, Answered questions about menu selections and made recommendations when requested.
Effectively communicated with kitchen staff regarding customer allergies, dietary needs and other special requests.
Regularly checked on guests to ensure satisfaction with each food course and beverages.
Managed closing duties, including restocking items and reconciliation of the cash drawer.
Skillfully anticipated and addressed guests' service needs.
Consistently adhered to quality expectations and standards.
Delivered exceptional, friendly and fast service.
Accurately recorded orders and partnered with team members to serve food and beverages that exceeded guests’ expectations.
Routinely cleaned table linens, table settings, glassware, windowsills, carpets, counters, floors, storage areas and service refrigerators.
Effectively used items in stock to decrease waste and profit loss.
Demonstrated awareness of liability issues and the law by confirming legal drinking age and discontinuing service to intoxicated guests.
Inquired about guest satisfaction, anticipated additional needs and happily fulfilled requests.
Correctly calculated charges, issued bills and collected payments.
Continually kept carpets and floor clear of debris.
Maintained a professional tone of voice and words at all times, including during peak rush hours.
Promoted and endorsed the company to bring in new business.
Politely answered phones promptly and recorded and confirmed reservations.
Facilitated prompt and accurate seating and service of all guests.
Greeted guests and communicated about wait time.
Welcomed and acknowledge all guests in a friendly, service-oriented manner.
Actively complied with all health department regulations and rectified issues immediately.
Hand-washed dishes and glassware thoroughly.
Stocked deliveries in a timely and safe manner.
Diligently cleaned, sanitized and organized food speed racks, food bins, dry storage racks and chemical storage room.
Closed down the kitchen after each shift and precisely followed closing checklist for kitchen stations.
Promptly and consistently reset tables with spotless service ware.
Provided high quality service.
Maintained an accurate wait list.
Stocked and maintained silverware, linen and condiments.
09/2009 to 10/2013 Cashier Sage Dining | East Haddam, CT,
  • Assisted guests with making menu choices in an informative and helpful fashion.
  • Appropriately suggested additional items to customers to increase restaurant sales.
  • Receive payment by cash, check, credit cards, vouchers, or automatic debits.Issue receipts, refunds, credits, or change due to customers.Assist customers by providing information and resolving their complaints.Process merchandise returns and exchanges.Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.Supervise others and provide on-the-job training.
Education and Training
Expected in to to High School Diploma | NORTHERN HIGH SCHOOL, DILLSBURG, PA GPA:
Schedule appointments, Call Center, Excellent communication, credit, clients, customer service, focus, Insurance, Issue receipts, managing, Market, Excel, money, Office, PowerPoint, MS Word, next, quality, sales, scripts, tables, telephone, answering phones
Cash handling
Able to lift 45 pounds
Professional and friendly
Careful and active listener
Strong public speaker
Activities and Honors

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Resume Overview

School Attended


Job Titles Held:

  • Help Desk Analyst
  • Toddler Teacher
  • Customer Service Representative
  • Server
  • Cashier


  • High School Diploma

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