Service Desk Agent with 16 years of inside and field experience analyzing and solving challenging IT issues. Relentless troubleshooter with persistence and customer service orientation to leave no service problem unsolved. Ambitious go-to person with innate ability to thrive under pressure and empathize with and support stressed-out clients. Resourceful Analyst with 16 years of diverse IT service experience for various hardware and software platforms. Tech-savvy computer expert with passion for teamwork and helping others while adapting to unexpected challenges. Committed to keeping abreast of new technologies and proven at uncovering new, timesaving solutions to common service issues.
Skills
Windows 10/Office 365
Equipment repair
[Type] debugging
Windows XP/Vista
Experience
Senior Analyst Service Desk, 09/2018 - Current Evergy – Stilwell, KS,
Received awards for customer service recognition and ability to work well with the other team members.
Responsibilities Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries Receiving, logging and managing calls from internal staff via telephone and email Maintaining an Asset Database and track changes 1 st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Blackberrys, Laptops, PCs and Printers Troubleshoot basic network issues such as ADSL broadband issues Escalate unresolved calls to the infrastructure support team Log all calls in the Service Desk Call Logging system (SCSM) Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner To maintain a high degree of customer service for all support queries and adhere to all service management principles Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) Provide stats for the weekly Service Desk report on call trends Publishing support documentation to assist staff with requests for information & provide staff training if required Basic Active Directory knowledge.
Creating user accounts, reset passwords, create groups etc.
Blackberry account management and provision To arrange for external technical support where problems cannot be resolved in house.
Resolved issues on initial call 90% of time using internal knowledge base, troubleshooting skills, experience and team resources.
Systems Support Analyst, 06/2009 - Current Leidos Holdings Inc. – Walled Lake, MI,
Responsible for the operating system and associated subsystems.
Provide system-level support of multi-user operating systems, hardware and software tools, including installation, configuration, maintenance, and support of these systems.
Identify alternatives for optimizing computer resources.
Defined application problems by consulting with clients to evaluate procedures and processes.
Developed solutions by preparing and evaluating alternative workflow options.
Tested programs to validate results.
Performed cost-benefit analysis on potential system upgrades to support purchase decisions.
Assisted in the post-implementation troubleshooting of new applications and application upgrades.
Analyzed system vulnerabilities and collaborated with IT and business teams to eliminate vulnerabilities in support of internal and external audits.
Formulated, defined and documented system specifications.
Coordinated, and implemented network security measures to protect data, including configuring, monitoring, and maintaining virus protection software.
Collect information to analyze and evaluate existing or proposed systems.
Research, plan, install, configure, troubleshoot, maintain and upgrade operating systems.
Research, plan, install, configure, troubleshoot, maintain and upgrade hardware and software interfaces with the operating system.
Analyze and evaluate present or proposed business procedures or problems to define data processing needs.
Prepare detailed flow charts and diagrams outlining systems capabilities and processes.
Research and recommend hardware and software development, purchase, and use.
Troubleshoot and resolve hardware, software, and connectivity problems, including user access and component configuration.
Select among authorized procedures and seek assistance when guidelines are inadequate, significant deviations are proposed, or when unanticipated problems arise.
Record and maintain hardware and software inventories, site and/or server licensing, and user access and security.
Install, configure, and upgrade desktop hardware and peripherals to include; network cards, printers, modems, mice and add-in boards.
Work as a team member with other technical staff, such as networking to ensure connectivity and compatibility between systems.
Write and maintain system documentation.
Conduct technical research on system upgrades to determine feasibility, cost, time required, and compatibility with current system.
Maintain confidentiality with regard to the information being processed, stored or accessed by the network.
Document system problems and resolutions for future reference.
Other duties as assigned.
Assist personnel of other departments as a computer resource.
Provide on-the-job training to new department staff members.
Provide computer orientation to new company staff.
AV setup and support.
Help Desk Analyst, 06/2007 - 06/2009 Ariel Investments, LLC – City, STATE,
Maintained composure and patience in face of difficult customer situations.
Processed an average of 15 inbound and outbound technical support calls per day.
Helped customers track and ship packages, responding to an average of 2 calls per day.
Support customers with online billing and account issues.
Trained new employees and explained protocols clearly and efficiently.
Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
Referred difficult issues to upper management while maintaining positive rapport with customer.
Provided base level IT support to company personnel.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Displayed courtesy and strong interpersonal skills with all customer interactions.
Built and maintained successful relationships with service providers, dealers and consumers.
Issued license codes to new and existing customers.
Informed customers about issue resolution progress.
Supported customers having data connectivity issues.
Provided thorough support and problem resolution for customers.
Managed IT setup and service requests for AV meeting requests.
Assisted customers with technical issues via email, live chat and telephone.
Provided real-time support to everyday users of Saleslogix, Business Objects, Direct Access, Citrix etc.
Developed and maintained positive customer relationships.
Responded to customer service emails in a timely and effective manner.
Reported important problems to management.
Worked with customer service supervisor to resolve customer concerns.
Researched, resolved and followed up on customer issues.
Handled a large volume of phone calls, chat and emails.
Diligently followed up with customers about existing orders.
Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
Assessed customer bug and enhancement requests and prioritized development.
Devised workarounds for problems.
Developed and maintained technical expertise in Microsoft Windows.
Researched, documented and escalated cases to higher levels of support according to internal procedures.
Reviewed support cases for technical and troubleshooting accuracy.
Developed documentation for common processes for both support staff and end-users.
Troubleshot hardware issues and worked with service providers to facilitate repairs.
Created end-user self-service tools and documentation.
Created new account, reset passwords and configured access for users.
Increased number of resolved job tickets by 5 - 10% over previous year.
Education and Training
Office Services Assistant: Business Administration, Expected in - AIU Online - DeVry, Chicago, Hoffman Estates, Illinois GPA: Ariel Investments, LLC － Chicago, Illinois
Scanned and filed forms, reports, correspondence and receipts. Retrieved requested files and delivered to appropriate personnel. Operated office equipment such as copiers and fax machines. Entered information into computer databases.
Processed and routed incoming mail. Destroyed files and materials upon request. Looked up information with computer programs. Contacted staff and customers to retrieve files. Gained advanced knowledge of Office Services.
Select One, Computer Science
Coursework in Business and Communications
ITIL Foundation v3, ITIL Foundation v3
Axelos － Hoffman Estates
VCA-DCV, Data Center Virtualization
VMWare － Hoffman Estates: , Expected in 2007 - - , GPA:
Systems Center Course Completion Cert, Systems Center & Windows 7
Microsoft － Hoffman Estates
Certificate in Microsoft Office
Certificate in Information Systems: , Expected in - - , GPA:
Accomplishments
Troubleshooting proficiency Exceptional telephone etiquette Patient and diligent
Vast technical knowledge
LAN aptitude
Accomplished with mobile devices
PBX Telecom
Strong analytical skills Proficiency in TCP/IP protocols Network asset management Excellent problem solving skills Customer needs assessment Knowledge of streaming video platforms.
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School Attended
AIU Online
Job Titles Held:
Senior Analyst Service Desk
Systems Support Analyst
Help Desk Analyst
Degrees
Office Services Assistant
Coursework in Business and Communications
ITIL Foundation v3, ITIL Foundation v3
Axelos － Hoffman Estates
VCA-DCV, Data Center Virtualization
VMWare － Hoffman Estates
Systems Center Course Completion Cert, Systems Center & Windows 7
Microsoft － Hoffman Estates
Certificate in Microsoft Office
Certificate in Information Systems
