it service desk support analyst 1st level resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
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Summary
•By being trustworthy, honest, communicative and consultative, I am able to be a strong, approachable leader for my team
•Well-developed research and analytical skills.
•Demonstrated ability to resolve problems creatively and quickly.
•Highly effective intellectual capabilities supported by the ability to apply them to real world issues.
•Strong administrative, organisational and coordination skills.
•Demonstrated ability to identify areas for improvement and to devise and successfully implement workable solutions.
•Proven ability to make an effective contribution and enhance the performance of a team.
•A high level of professionalism, discipline and dedication to achieving tasks on time and to a high standard. Outstanding customer service skills emphasising a focus on customer needs and resolving customer’s issues to their satisfaction.
Experience
IT Service Desk Support Analyst (1st Level), 05/2013 to Current Flynn Restaurant Group – Brooklyn Heights, OH,
Provided first level IT Support to all 10,000+ users of the business.
Provide hardware and software support for HP desktops/laptop fleet and mobile devices supporting MDM for Apple and Android devices.
AD administration of users and resources.
Support users technical issues with business applications software such as: Peoplesoft, etc .
Service desk role included project work to migrate to Cloud services hosted by Fujistsu Held internal training for new team members.
Consistently maintained a high standard of customer service and received positive user feedback and recognition.
Selected for the role of IT Purchasing Officer to cover staff for leave.
IT Service Desk Operator, 03/2011 to 04/2013 Bunge – Bellevue, OH,
Report directly to Service Desk Team Leader Duties As senior staff member of the service desk I became 2IC of the service desk with introductory team leader duties including: escalation handling, team work coordination, managing high priority incidents, team communication and meetings, creating / updating procedures and knowledgebase articles.
I was the acting Team Leader while Team Leader was on extended leave and extra duties included main escalation point for the team & users and conducted weekly team meetings.
Train new Service Desk team members on LC policies and procedures Provide first level IT Support to all 10,000+ users of the business.
Answer all phone calls presented within 20 seconds.
Average of 30 calls per day.
Action all email and Self Service tickets within 2 hours of receipt.
Log all incidents and service requests within the FrontRange ITSM system.
Perform user creation, deletion and modifications within Active Directory.
Managing user accounts and support technical issues with business applications software such as: Oracle, JDE, Cintellate, Primavera and Active Risk Manager Provide hardware and software support for HP desktops/laptop fleet and mobile devices both onsite and remotely Provide administration and support for MS Exchange 03 / 07 and also MS Outlook 03 / 07 client.
Provide support and administration of the HP multifunction printer fleet and HP "Secure print" printing.
Provide administration and support for the Citrix environment and applications.
User support and configuration of RSA tokens for Citrix remote access, also including configuring and support for Telstra Mobility Manager and HP Connection Manager Troubleshoot site / WAN / server outages with site users and internal IT groups.
Backup tape drives and tape media CRT and LCD displays RSA tokens and Mitoken Point of Sale terminals Home Wi-Fi routers and switches.
ADSL modems CAT5/6 cabling and associated equipment Various branded TV's, video equipment and mobile phones.
Desktop Support Analyst (2nd Level), 01/2010 to 03/2011 Eastern Metal Supply – Dallas, TX,
Provided 2nd level IT Support to all 10,000+ users of the business.
Provide hardware and software support for HP desktops/laptop fleet and mobile devices both onsite and remotely, including configuring iPhone, Blackberry, HTC and Dopods.
AD administration of users and resources.
Created AD security and performed auditing of users.
Support users technical issues with business applications software such as: Oracle, SharePoint, CHRIS KIOSK, FileNet, CRM, SmartTrack, MK8, Linx and SiteSafe
Assist with maintaining SOE/MOE images for desktop/laptop and device testing.
Use of Microsoft SMS to deploy software updates and report creation
Setup network printers/MFCs and configure features such as scan to email/folder
User support and configuration of Mitoken and RSA for RDP/Citrix remote access, also including configuring and support of Telstra/Optus modems
DHCP and DNS administration, including setup in new scopes
Migration of user/company data.
Documentation of IT procedures.
Held internal training for new team members.
Acted as 2nd level liaison for internal IT projects.
Maintaining and developing IT knowledge through hands on experience and Microsoft self-education.
Consistently maintained a high standard of customer service and received positive user feedback and recognition.
Won the Excellence ‘Yes’ Attitude – (Customer Service) yearly award.
Service Desk Analyst, 02/2008 to 01/2010 Kohl Wholesale – Quincy, IL,
Provided a single point of contact for users to report IT Problems and issues.
Assisted users over the phone and raised service requests.
Provided rostered service desk coverage from 6am till 7pm Monday to Friday.
Provided on-call support out of business hours.
Supported users in the use of computer equipment by providing necessary training and advice.
Created easy to understand IT documentation that was given to all users so they had a better understanding of how to use all the IT resources to perform their duties.
Escalate any unsolved issues to relevant internal teams.
Maintained a high degree of customer service for all support queries.
Held high SLA and obtained great customer feedback.
Excelled with the team and won many monthly Shared Business Services Awards.
Ability to multitask in a fast-paced environment, while maintaining an emphasis on quality.
Warehouse Manager, 10/2004 to 02/2008 SecretNet – City, STATE,
SecretNet is an On Online Computer Hardware Business which was established in 1996.
Managed a team of 3 people in the business Duties Demonstrated the ability to perform self-direct work.
Proven capability to achieve set sales targets each month.
Opening and closing of shop front and warehouse.
Dealing with customers and suppliers via face-to-face, phone and email.
Stock inventory, breakages and auditing.
Processing supplier accounts and financials.
Picking, packing and dispatching customers' orders.
Processing returned or faulty goods.
Maintaining a commercial E-Business web site providing sales of a wide range of IT products.
Banking duties.
Provide training to net staff members and development.
Achievements: Excellent organisational and time management skills Proven capability to achieve set sales targets Helped achieve the business win the PC Authority "Reliability and Service Award" in 2006.
Business Machines Specialist, 02/2001 to 07/2005 Officeworks – City, STATE,
Officeworks is an Australian retailer and supplier of office products and solutions for home, business and education, which established in 1994.
Advising customers on business machine choice in both hardware and software areas.
Achievements: Maintained a positive, harmonious and nurturing environment.
Achieved self-confidence with strong interpersonal and customer service skills.
Acquired training to become multi-skilled working across number of areas, operating as part of a team supporting each other, in order to serve the customer.
Customer Service Assistant, 06/1999 to 10/2000 Officeworks – City, STATE,
Providing customer service and advice of office devices.
Point of sale including processing returns and exchanges.
Answering telephones, directing calls to departments and assisting the public.
Housekeeping and stocktaking.
Achievements: Consistently maintained a high standard of customer service and received positive feedback.
Maintained an efficient pace in serving customers, which has created a high standard.
Customer Service, 01/1998 to 04/1999 McDonalds – City, STATE,
Customer Service Duties Providing high levels of customer service.
Point of sale.
Monitoring stock levels.
Ensuring customer satisfaction.
Achievements: Maintained a high standard of cleanliness and hygiene.
Maintained a high efficiency in standards of serving customers.
Education
ITIL v3 Foundation Certificate: , Expected in 2012 to - , GPA:
Microsoft 2273: Managing and Maintaining a Microsoft Windows Server 2003 Environment - Certificate Of Achievement: , Expected in 2009 to - , GPA:
Completed 17 of 24 Subjects: Information Technology Support, Expected in 2004 to University of Western Sydney - , GPA:
High School Diploma: , Expected in 2000 to - , GPA:
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Resume Overview
School Attended
University of Western Sydney
Job Titles Held:
IT Service Desk Support Analyst (1st Level)
IT Service Desk Operator
Desktop Support Analyst (2nd Level)
Service Desk Analyst
Warehouse Manager
Business Machines Specialist
Customer Service Assistant
Customer Service
Degrees
ITIL v3 Foundation Certificate
Microsoft 2273: Managing and Maintaining a Microsoft Windows Server 2003 Environment - Certificate Of Achievement