SEARCH

Help Desk Analyst I Resume Example

Resume Score: 85%

Love this resume?Build Your Own Now
HELP DESK ANALYST I
Professional Summary

Microsoft Certified Help Desk Analyst I with Excellent interpersonal and customer service skills, with an exceptional ability to communicate with users at all levels of proficiency. A skilled problem solver with experience in diagnosing, analyzing and resolving Hardware and software issues.

Skills
  • Customer Service
  • Active Directory
  • Remedy Ticketing
  • Technical Support
  • Troubleshooting
  • Technical issue analysis
  • Client communication
  • Phone & Online support
  • Problem Diagnosis
  • Ability to work in a Team
Technology Proficiencies
  • Operating Systems: Windows XP/2007/2010
  • Hardware: Tablets, desktop's, laptops, printers, scanners, Fax
  • Software Applications: MS Suite: Word, Excel, PowerPoint, Access, Active Directory
  • Networking: LAN/WAN, TCP/IP, VPN, RDP, Team Viewer
Certifications

Microsoft Technology Associate Security Certified

Work History
Help Desk Analyst I, 02/2018 to Current
Central Garden & Pet – Elkridge, MD
  • Routinely exceed call-handling goals, closing an average of 50 calls daily with an 80% first call resolution ratio and an average talk-time of 6.5 minutes
  • Use Remedy call tracking systems to log, track and manage Incidents and Service Requests within Service level Agreement
  • Provide Support Through Email and Phone to Internal users Including all adds, moves, and terminations for all user Active Directory and Exchange Accounts, including Password changes, rights and access permissions, and user set-up and deletion
  • Remotely access PCs/Laptops using Remote Desktop software to Troubleshoot MS Office Applications and Adding, installing various Software applications, updating drivers, and antivirus definitions
  • Resolve issues requiring assistance with users unable to connect to LAN or WAN, Printers, Faxes, Scanners and Related Hardware
  • Follow up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
  • Explain technical information in clear terms to non-technical individuals to promote better understanding
  • Provided Tier 1 IT support to non-technical internal users personnel through desk side support services
Customer Service Specialist, 03/2015 to 12/2017
Scotts Miracle-Gro – Richardson, TX
  • Visited customer locations to evaluate requirements, demonstrate offerings and propose strategic solutions for diverse needs
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions
  • Achieved monthly priorities and objectives at an average of 90% throughout a year
  • Used consultative sales approach to understand customer needs and recommend relevant offerings
  • Served as an integral member of a team that delivered a single year sales increase of 50% for calendar year 2015 - 2017
  • Computed total costs and profit requirements for customer sales to provide accurate pricing
  • Collaborated with vendor representatives and company customers to set up optimal delivery schedules
  • Utilized in-depth understanding of strategic sales processes to increase revenue
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
  • Handled day-to-day customer contact via phones, emails and In-Person
Education
Associate of Applied Science: Computer Networking Technology, 2014
Collin County Community College - Plano, TX
Skills
  • Customer Service
  • Active Directory
  • Remedy Ticketing
  • Technical Support
  • Troubleshooting
  • Technical issue analysis
  • Client communication
  • Phone & Online support
  • Problem Diagnosis
  • Ability to work in a Team
Work History
Help Desk Analyst I, 02/2018 to Current
Central Garden & Pet – Elkridge, MD
  • Routinely exceed call-handling goals, closing an average of 50 calls daily with an 80% first call resolution ratio and an average talk-time of 6.5 minutes
  • Use Remedy call tracking systems to log, track and manage Incidents and Service Requests within Service level Agreement
  • Provide Support Through Email and Phone to Internal users Including all adds, moves, and terminations for all user Active Directory and Exchange Accounts, including Password changes, rights and access permissions, and user set-up and deletion
  • Remotely access PCs/Laptops using Remote Desktop software to Troubleshoot MS Office Applications and Adding, installing various Software applications, updating drivers, and antivirus definitions
  • Resolve issues requiring assistance with users unable to connect to LAN or WAN, Printers, Faxes, Scanners and Related Hardware
  • Follow up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
  • Explain technical information in clear terms to non-technical individuals to promote better understanding
  • Provided Tier 1 IT support to non-technical internal users personnel through desk side support services
Customer Service Specialist, 03/2015 to 12/2017
Scotts Miracle-Gro – Richardson, TX
  • Visited customer locations to evaluate requirements, demonstrate offerings and propose strategic solutions for diverse needs
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions
  • Achieved monthly priorities and objectives at an average of 90% throughout a year
  • Used consultative sales approach to understand customer needs and recommend relevant offerings
  • Served as an integral member of a team that delivered a single year sales increase of 50% for calendar year 2015 - 2017
  • Computed total costs and profit requirements for customer sales to provide accurate pricing
  • Collaborated with vendor representatives and company customers to set up optimal delivery schedules
  • Utilized in-depth understanding of strategic sales processes to increase revenue
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
  • Handled day-to-day customer contact via phones, emails and In-Person
Build Your Own Now

DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • Central Garden & Pet
  • Scotts Miracle-Gro

School Attended

  • Collin County Community College

Job Titles Held:

  • Help Desk Analyst I
  • Customer Service Specialist

Degrees

  • Associate of Applied Science : Computer Networking Technology , 2014

Similar Resumes

View All
Help-Desk-Technician-Level-I-resume-sample

Help Desk Technician Level I

Travel Centers Of America

Brunswick, Ohio