SEARCH

Help Desk Support Analyst Resume Example

Resume Score: 80%

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

Skilled Tech support representative with over 15 years of computer knowledge with 5 years of IT support, possessing a clear understanding of IT support through Hardware and Software training. Eager to contribute to team success through hard work, attention to detail, excellent communication and customer service skills.

Skills
  • Proficient In Mac And PC Systems
  • Technical Support
  • Effective listening and critical thinking
  • Written and verbal communication
  • Logging Support Tickets
  • Remote System Analysis
  • Software Diagnosis
  • Customer Support
  • Application Support
Work History
Tech Support11/2016 to Current
BB&T - Truist, Raleigh, NC
  • Providing first contact service with end-users by reviewing and responding to resolve IT support and service requests submitted via email, walk-in, instant message or phone
  • Calmly providing conflict resolution and navigate frustrated customers through structural and successful step by step solutions
  • Effortlessly engaging with callers; actively listening, analyzing, and isolating technical issues
  • Working independently and also with team in virtual and in non-virtual environments with discipline to complete tasks and motivation to succeed
  • Troubleshooting and fully documenting service requests that cannot be resolved on first call in ServiceNow system, escalate to tenured IT Support Specialist or Subject Matter Expert and documenting such issues
  • Processing over 30 support requests daily for technical assistance on wide range of issues relating to Networking, Windows OS, MacOS, MS Office applications, printers, ghosting software, web browsers, Skype/WebEx, Databases , Active directory on Prem and Azure AD and also mobile devices
  • Working with software development team on reported errors and bugs on newly released software and assisting in deployment of release fixes
  • Providing first contact service with end-users by reviewing and responding to resolve IT support and service requests submitted via email, self-service, walk-in, instant message or phone
  • Calmly providing conflict resolution and navigate frustrated customers through structural and successful step by step solutions
  • Effortlessly engaging with callers, actively listening, analyzing, and isolating tech issues
  • Working independently and also with team in virtual and in non-virtual environments with discipline and motivation to succeed
  • Troubleshooting and fully documenting service requests that cannot be resolved on first call in ServiceNow system, escalate to tenured IT Support Specialist or Subject Matter Expert and documenting such issues
  • Processing over 30 support requests daily for technical assistance on wide range of issues relating to Networking, Windows OS, MacOS, MS Office applications, printers, ghosting software, web browsers, Skype/WebEx, Databases , Active directory on Prem and Azure AD and also mobile devices
  • Working with software development team on reported errors and bugs on newly released software and assisting in deployment of release fixes
Tech Support Analyst02/2015 to 11/2016
Verisign, Reston, VA
  • Answered help desk telephones and responded to over 15 basic customer inquiries to ensure customer needs are met.
  • Resolved basic technical problems by providing scripted guidance and escalated complex problems through defined escalation process.
  • Logged and tracked inquiries using problem management database and maintained history records and related problem documentation.
  • Identified, evaluated, and prioritized customer problems and complaints to ensure that inquiries are resolved appropriately
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Configured hardware and software devices to set up work stations for employees.
Network Administrator01/2012 to 02/2015
University Of Yaounde, Yaoundé, Cameroon
  • Monitored network performance (availability, utilization, throughput, good put, and latency) and tested for weaknesses
  • Conducted ongoing Microsoft O365 administration and management
  • Performed backups of level 2 resource for Desktop Support Technicians
  • Monitored firewalls, phishing emails, spam, and web filters
  • Addressed end-user help requests as necessary through ticketing system
  • Fully supported, configured, maintained and upgraded corporate customer's networks and in house servers
  • Ensured network security and connectivity
Education
Associate of Science: : Computer And Information Sciences, 2012
University of Yaounde I - Ngoa-ekele Yaounde
Bachelor of Science: : Accounting and Business Management, 2008
University of Yaounde II - Yaounde - SOA
Certifications
  • IT Essentials I & II
  • CompTIA Security+
  • CCNA Ongoing...
  • Linux RedHat Ongoing...
  • Communication and Public Relation.
  • Cyber Security Awareness.
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:

  • BB&T - Truist
  • Verisign
  • University Of Yaounde

School Attended

  • University of Yaounde I
  • University of Yaounde II

Job Titles Held:

  • Tech Support
  • Tech Support Analyst
  • Network Administrator

Degrees

  • Associate of Science : Computer And Information Sciences , 2012
    Bachelor of Science : Accounting and Business Management , 2008

Similar Resumes

View All
Computer-Support-Analyst-/-Help-Desk-resume-sample

Computer Support Analyst / Help Desk

United States Army

Chesapeake, Virginia