Help Desk Support Analyst Resume Example
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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
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Work History
Tech Support11/2016 to Current
Tma, Aurora , IL
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 Analyst02/2015 to 11/2016
Lpl Financial Services, SD, State
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 Administrator01/2012 to 02/2015
Accenture Contractor Jobs, Detroit , MI
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, 2012
University of Yaounde I - City
Bachelor of Science: : Accounting and Business Management, 2008
University of Yaounde II - City
Certifications
- IT Essentials I & II
- CompTIA Security+
- CCNA Ongoing...
- Linux RedHat Ongoing...
- Communication and Public Relation.
- Cyber Security Awareness.
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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
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