problem management analyst resume example with 4+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

Proactive In Information Technology offering seven years of demonstrated success aiding companies to optimize and streamline processes to propel improvements in efficiency, productivity, and future company data. Performed Troubleshooting implementation with an in-depth understanding of all facets from Information Technology to Problem management business practices. An ambitious and confident employee with valuable insights and critical-thinking skills. Willing to learn new skill sets and to apply knowledge previously obtained. Eager to develop new skills to master future job opportunities proficiently.

  • Root Cause Analysis
  • Problem Analysis
  • Microsoft Active Directory
  • ITIL
  • SAP
  • Adobe Systems Adobe Acrobat
  • Microsoft SharePoint
  • Proficient in Microsoft Office 365
  • Critical Thinking
  • Active Listening
  • Writing
  • Google Analytics
  • Monitoring
  • Virtual Private Networking (VPN) Software
  • Service Now
  • Heat
  • Avignon
  • Alchemy
  • Bomgar
  • SCCM
01/2021 to Current
Problem Management Analyst Leidos Holdings Inc. Newport News, VA,
  • Cross Training for Problem management and was then promoted to Problem/ Change Management Analyst.
  • Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
  • Conducted record searches and coordinated with other units on procedural problems involving complex cases.
  • Collected, tracked and evaluated current business and market trend data.
  • Reviewed established procedures to assess areas in need of improvement.
  • Implemented unique methods and methodologies, which helped reduce and resolve issues.
  • Evaluated internal systems and prepared training initiatives to mitigate ongoing problems.
  • Performed research and analyzed content of records to make disclosure determinations.
  • Currently work Service Desk Tickets along with working as Problem/Change Management analyst.
06/XXX9 to Current
Service Desk Analyst\Desktop Technician\Operations Monster Beverage 1990 Corporation Sioux Falls, SD,
  • Proficient in installing, and troubleshooting, Microsoft office 365, Microsoft Active Directory, SCCM, SAP, Avigilon, CCURE, Alchemy manager, Cyberark, Service Now, IT HEAT system, CAPPM, PCDATA.
  • Operations - Monitored Network systems, reported system Downtime to effected teams, Monitored network activity and statuses of equipment via SolarWinds, Monitors SAP via transaction codes, Troubleshooting network connectivity at first and second tier level. Following a check sheet with mandatory hourly checks to perform.
  • Hired as a Service Desk Analyst and was promoted to a Level 2 Desktop Technician.
  • Cross trained and assisted with Assets Management development and resolving incoming Asset management tasks
  • Supported and assisted less experienced technicians in resolving client issues requiring advanced or specialized expertise and experience.
  • Developed, wrote and maintained a detailed troubleshooting guide and knowledge base for use by other service desk staff and field service staff.
  • Documented solutions and troubleshooting steps concisely in the ticketing system and alerted other team members of new service solutions.
  • Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
  • Routed, tracked and managed clients service desk tickets from inception to close and documented issues and results.
  • Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss.
  • Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
  • Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Reviewed current hardware and software configurations and recommended modifications to increase system speed.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • This configured new employee work stations, including all hardware, software and peripheral devices.
  • Updated and reconfigured existing and new computers with current software and operating systems.
  • Assisted in technical support process refinement to improve customer service and support.
  • Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
  • Maintained inventory of IT supplies by checking and documenting levels regularly.
  • Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
11/XXX6 to 02/XXX8
Consumer Relations Representative Cvs Health Powell, OH,
  • Completed documentation for all actions and customer interactions.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Responded to in-person and online customers to improve company customer service ratings.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Evaluated benefits for each caller to determine service needs and address concerns.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Handled client inquiries with exceptional professionalism and enthusiasm.
  • Delivered service and support to each customer, paving way for future business opportunities.
10/XXX5 to 11/XXX6
Customer Service IT Analyst Flowers Foods Inc City, STATE,
  • Dispatched drivers to meet daily delivery needs for company customers.
  • Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
  • Delivered service and support to each customer, paving the way for future business opportunities.
  • Handled client inquiries with exceptional professionalism and enthusiasm.
  • Consulted with customers regarding Bread needs, addressing Delivery and product concerns.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Kept detailed records of customer accounts, including actions taken, issues resolved and service information.
  • De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
  • Documented conversations with customers to track requests, problems and solutions.
Education and Training
Expected in 07/2008
Albany Technical College - Albany, GA,

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Resume Overview

School Attended

  • Albany Technical College

Job Titles Held:

  • Problem Management Analyst
  • Service Desk Analyst\Desktop Technician\Operations
  • Consumer Relations Representative
  • Customer Service IT Analyst


  • GED

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