help desk support analyst resume example with 9+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
:
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 Support, 11/2016 to Current Tma – Aurora, IL,
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 Analyst, 02/2015 to 11/2016 Lpl Financial Services – SD, State,
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 Administrator, 01/2012 to 02/2015 Accenture Contractor Jobs – Detroit, MI,
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, Expected in 2012 to University of Yaounde I - Ngoa-ekele Yaounde, GPA:
Bachelor of Science: Accounting and Business Management, Expected in 2008 to University of Yaounde II - Yaounde - SOA, GPA:
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