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help desk analyst resume example with 6+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Motivated Help Desk Analyst with 3 years of success providing technical support to customers by phone, email and web-based chat. Talented at resolving technical problems by carefully listening to customers and conducting appropriate research to develop solutions. Meticulous in recording information so teammates have clear understanding of issue and steps for resolution.

Skills
  • Help Desk
  • Active Directory
  • Technical Support
  • VPN
  • Service Desk
  • MSP
  • CompTIA
  • Citrix
  • ServiceNow
  • Microsoft Windows
  • Mac OS
  • Microsoft Windows Server
  • SCCM
  • A+ Certification
  • Ivanti
  • Office 365
Experience
05/2021 to Current Help Desk Analyst World Travel Holdings, Inc. | Fort Lauderdale, FL,
  • Assisted customers by troubleshooting and resolving technical problems.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Trained new employees on support processes, procedures and knowledge base.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Walked customers through processes of installing software or hardware and initial program start up procedures.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Developed and maintained positive customer relationships resulting in increased account services and expansion.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
10/2019 to 11/2020 L1 HELP DESK ANALYST Palo Alto Networks Inc. | Princeton, NJ,
  • Filters Help Desk call flows and provides ticket processing via ServiceNow ticketing systems.
  • Assists with users over the phone with issues in Windows 7/10 based machines.
  • Troubleshoot a variety of computer, peripheral, networking or related software and hardware issues remotely.
  • Daily use and evaluation of system running Citrix Administrative apps.
  • Remote connectivity to work with clients via SCCM for help with VPN client issues (Cisco AnyConnect).
  • Daily usage and account management of clients through Active Directory.
  • Walked customers through processes of installing software or hardware and initial program start up procedures.
08/2017 to 10/2019 MAJOR SALES REPRESENTATIVE Costco Wholesale, Inc | City, STATE,
  • Cultivate strong relationships with employees, Costco management, and Costco clientele.
  • Demonstrated product-knowledge growth and enhanced external customer contact through constant communication, and understanding client needs.
  • Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
  • Fostered relationships with customers to expand customer base and retain business.
  • Improved overall customer purchasing experiences to promote steady revenue.
  • Demonstrated product features to align with customer needs.
  • Developed key customer relationships to increase sales.
  • Highlighted target products with eye-catching signs, displays and shelf positions.
11/2014 to 08/2017 WIRELESS SALES EXPERT/KIOSK MANAGER Wireless Advocates, Inc | City, STATE,
  • Accounted for more than 25 percent of district's revenues.
  • Achieved profitability in highly competitive region and significant growth of services in all market categories against seven direct regions.
  • Brought strong, fair management discipline.
  • Welcomed guests and asked open-ended questions to best determine which products would meet needs.
  • Explained latest promotions, sales incentives and offerings to promote savings and drive sales.
  • Encouraged customers to consider purchasing accessories and warranties, resulting in successful upselling and cross-selling.
  • Demonstrated and sold mobile devices to guests, showcasing latest product features and capabilities.
  • Developed long-term relationships with repeat customers through building credibility in product expertise and personal integrity in salesmanship.
  • Used on-site computer systems to access figures and documentation associated with available service plans.
  • Educated guests on policy terms, simplifying technical aspects of service contracts to increase guest comprehension and achieve greater customer satisfaction.
  • Increased repeat customer base by maintaining relationships with high-profile clients and effectively managing service issues.
  • Contacted customers via phone and email to explore connections, offer services and cement relationships.
Education and Training
Expected in 08/2019 to to It Certification in Information Technology | DCI Academy, Waterbury, CT GPA:
Expected in 06/2009 to to High school diploma | Technology Education Wilby High School, Waterbury, CT GPA:
Expected in to to High School Diploma | Southern New Hampshire University, Concord, NH, GPA:
Certifications
CompTIA A+ April 2019 to Present ITF+ Fundamentals 2019 to Present

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Resume Overview

School Attended

  • DCI Academy
  • Wilby High School
  • Southern New Hampshire University

Job Titles Held:

  • Help Desk Analyst
  • L1 HELP DESK ANALYST
  • MAJOR SALES REPRESENTATIVE
  • WIRELESS SALES EXPERT/KIOSK MANAGER

Degrees

  • It Certification in Information Technology
  • High school diploma
  • High School Diploma

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