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IT TECHNICAL SUPPORT DESK ANALYST Resume Example

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IT TECHNICAL SUPPORT DESK ANALYST
Professional Summary
4-5 years experience professional Help Desk. IT network systems specialist with technical and troubleshooting repair expertise. Including network installation and maintenance. Team player who is flexible, reliable and adaptable to dynamic environments.  Motivated customer service specialist with over 5-6 years retail experience in a fast-paced, team-based environment. Always excelling at customer satisfaction and retention. Flexible and hardworking in deadline-driven environments.
Skills
  • Knowledgeable in Mac systems
  • Skilled in HTML, HTTP and IP
  • Adobe and Adobe Flash proficiency
  • Expert in disaster recovery
  • Java system proficient
  • Proficient in Norton Antivirus software
  • Skilled in TCP/IP and WAN
  • Word processing
  • Web application development
  • IT security best practices
  • Web application implementation
  • Test-driven programming
  • Facebook and Twitter integration
  • Large computer networks
  • Front-end web languages
  • Image processing
  • Servers
  • Linux
  • JavaScript
  • Citrix administration
  • Rapid 10-key data entry
  • Articulate and well-spoken
  • Works well under pressure
  • Dedicated team player
  • Working with shifting priorities
  • Managing multiple projects simultaneously
  • Customer service expert
  • Analytical and critical thinker
  • Fast learner
  • Skilled multi-tasker
  • Detail-oriented
  • Excellent time management skills
  • Self-sufficient
  • Goal-oriented
  • Cheerful
  • Microsoft Exchange 2013
  • Windows Server2008
  • Windows 7
  • Mac OS
  • Active Directory
  • Rapid data entry skills
  • 65 WPM typing speed
Work History
TREASURY WINE ESTATESIT TECHNICAL SUPPORT DESK ANALYST //Napa, CA//March 2016 to May 2016
  • Provide base level IT support to non-technical personnel within the business.
  • Manage call flow and responded to technical support needs of customers.
  • Demonstrate professionalism and courtesy with customers at all times.
  • Identify and solved technical issues with a variety of diagnostic tools.
  • Follow up with clients to ensure optimal customer satisfaction.
  • Research, troubleshoot and resolve complex problems independently.
  • Work closely with team members to meet or exceed all customer service requirements.
  • Compile and accurately enter electronic data.
  • Use ticketing systems to manage and process actions taken.
  • Build and provide basic end-user troubleshooting and desktop support on Windows, and Linux systems.
  • Managed call flow and responded to technical support needs of customers.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Provided base level IT support to non-technical personnel within the business.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Resolved problems with malfunctioning products.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Conducted research to address customer concerns.
  • Remained up-to-date on the latest technologies and solutions applicable to company products.
  • Researched, troubleshot and resolved complex problems independently.
  • Worked closely with team members to meet or exceed all customer service requirements.
  • Reviewed technical documentation and procedures.
  • Set up PC and Apple desktops and laptops and all types of mobile devices.
  • Used ticketing systems to manage and process actions taken.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Provided on-call support for critical issues.
  • Assessed client's profiles and aligned them with the best possible products and services to meet their needs.
  • Diagnosed system hardware and software problems using advanced root-cause analysis.
  • Monitored system logs for all company computers and devices to maximize uptime.
  • Troubleshot and maintained all networking devices and infrastructure across the enterprise including switches, routers and firewalls.
  • Reviewed logs for all networking devices for unresolved abnormalities and problems.
  • Implemented and maintained firewalls, series switches and security appliances.
  • Documented all server and network problems and other unusual events in detail.
  • Communicated with vendors to resolve network outages and periods of reduced performance.
  • Upgraded and expanded network systems and their components.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.


DELIVERYCROWN.COMIT TECHNICAL SUPPORT logistics dept.//Bloomington, CA//August 2015 to January 2016
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Provided base level IT support to non-technical personnel within the business.
  • Managed call flow and responded to technical support needs of customers.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Met and exceeded company sales and productivity goals for.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Obtained scanned records and uploaded them into the database.
  • Scanned documentation and entered into the database.
  • Entered numerical data into databases in a timely and accurate manner.
  • Organized forms, made photocopies, filed records and prepared correspondence and reports

SAMS CLUBMEMBERSHIP SERVICES/ IT HELP CALL DESK//Vacaville, CA//March 2013 to May 2015
  • Met and exceeded company sales and productivity goals for.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Provided base level IT support to non-technical personnel within the business.
  • Directed customers to store locations.
  • Received customer payments.
  • Described products and services in detail.
  • Monitored areas for security issues and safety hazards.
  • Assisted customers in selecting items based on needs.
  • Created attractive displays to promote items.
  • Processed customer returns.
  • Completed purchases using Point of Sale systems.
  • Trained new cashiers on procedures, customer service and sales techniques.
  • Assisted on sales floor as needed to maintain service standards.
  • Answered a constant flow of customer calls with up to 5-10 calls in queue per minute.
  • Defused volatile customer situations calmly and courteously.
  • Gathered and verified all required customer information for tracking purposes.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Prepared reports and communication for senior management and clients.

Education
Bachelor of Science - Information Technology w/ Advanced Networking CertificateUNIVERSITY OF PHOENIX//1625 W Fountainhead Pkwy, Tempe, AZ 85282
  • Coursework in Bachelor of Science in Information Technology w/ Advanced Networking Certificate
  • Coursework in Operating Systems, Algorithms and Programming Languages
  • Coursework in Computer Science and Engineering
  • Coursework in Information Technology and Computer Applications


Associate of Science - Network Systems AdministrationITT TECHNICAL INSTITUTE//Concord, CA//2016
  • Coursework in Information Technology and Computer Applications
  • Coursework in Computer Science and Engineering
  • Training in Customer Service for Technical Support
  • 3.45 GPA
  • Coursework includes Computer Programming

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Resume Overview

Companies Worked For:

  • TREASURY WINE ESTATES
  • DELIVERYCROWN.COM
  • SAMS CLUB

School Attended

  • UNIVERSITY OF PHOENIX
  • ITT TECHNICAL INSTITUTE

Job Titles Held:

  • IT TECHNICAL SUPPORT DESK ANALYST
  • IT TECHNICAL SUPPORT logistics dept.
  • MEMBERSHIP SERVICES/ IT HELP CALL DESK

Degrees

  • Bachelor of Science - Information Technology w/ Advanced Networking Certificate
    Associate of Science - Network Systems Administration

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