senior service desk analyst resume example with 20+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

Resourceful Senior Service Desk Agent with over 15 years of Helpdesk and Field Service experience analyzing and solving challenging IT issues. Specializing in Executive and Deskside support. 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.

  • Customer service
  • Software upgrades
  • Technical Troubleshooting
  • Call center experience
  • Hardware configuration and diagnostics
  • Computer maintenance
  • Application installations
  • Hardware upgrades
  • Windows XP/Vista/8/10
  • Team building
  • Problem resolution
  • MS Office
  • G Suite
  • Audio\Visual equipment
  • IOS
Education and Training
Computer Learning Centers Madison Heights, MI, Expected in Network Diploma : Computer Networking - GPA :
  • Magna cum laude graduate
  • Dell Certified
  • MCP
Apex Systems - Senior Service Desk Analyst
Reston, VA, 01/2015 - Current
  • Support and assist less experienced technicians in resolving client issues requiring advanced or specialized expertise and experience.
  • Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
  • Documented solutions and troubleshooting steps concisely in ticketing system and alert other team members of new service solutions.
  • Fielded calls from first and third level technicians needing corporate support and researched, routed, navigated or escalated to meet customer needs.
  • Developed, wrote and maintained detailed troubleshooting guide and knowledge base for use by other service desk staff and field service staff.
  • Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Assisted in technical support process refinement to improve customer service and support.
  • At times, uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Cognizant Technology Solutions - Sr. Desktop Support
Fort Mill, SC, 04/2013 - 01/2015
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • IOS setup and troubleshooting.
  • Perform Windows installs and upgrades.
  • Install new software and configure for functionality.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Subject matter expert
  • Troubleshoot certificate issues.
  • Regional office support
  • Distribute workload to fellow colleagues.
  • Audio visual support for Boardroom and conference rooms.
  • Updated Team SharePoint sites.
  • Maintained laptop pool.
  • Supported Wacom Cintiq tablets.
  • Provided backup support for CAID users.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Xerox - Senior System Technician
Norfolk, VA, 09/2000 - 04/2013
  • Performed software testing to meet compatibility and functionality of company global client images and hardware specs and implemented new and/or updated patches to target machines through SMS and SDS also known as SCCM.
  • Functioned as a Consultant for GPO level approval and offered possible suggestions to Site Manager.
  • Troubleshoot software issues that were conflicting with new patches and/or current global client loads/other software and addressed these issues with Product Manager and/or Developer prior to releases.
  • Maintained building health appraisals of client machines through asset management and delivered reports to Site Managers.
  • Handled any issues that arose or was requested by Managers; and assisted other groups with deployment of their applications.
  • Supported central-PC and desk-side with any issues that couldn’t be resolved and required additional research in order to resolve the issue.
  • Troubleshoot Blackberry and Windows Mobile devices and digital certificate issues.
  • Maintained site software inventory loads.
  • Identified CPU’s out of compliance and corrected them.
  • Technical Environment: SMS, SDS, Blackberry, Windows Mobile Devices While engaged at Ford Motor Company as a backup Team Coordinator for North America Central Support and Desk Side Support from 2004 to 2007:.
  • Created, deleted and maintained SDCDS ID, RACF, internet access (LDAP) and file proper authorization documents.
  • Managed 4 generic mailboxes for the team and ran audit reports on employees for quality improvements.
  • Prepared monthly one-on-one reports along with employees SLA for the month.
  • Handled customer complaints and followed-up and trained employees for improvement.
  • Prepared new hire documentation and training and provided information for sites.
  • Maintained accurate computer and peripheral inventory.
  • Functioned as resource personnel and update knowledge base for Help Desk Analysts.
  • Managed conference room and resolved any mailbox issues.
  • Escalated tickets as needed for further assistance.
  • Coordinated pilot phase for Dell hardware and Central-PC team.
  • Implemented new procedures for Dell Hardware Support project.
  • Coordinated replacement of Maxtor hard drive and IUP implementation.
  • Formulated spreadsheet analysis of Technician time keeping (daily and PTO).
  • Located CPU’s through asset management tools.
  • Created and redefined procedure documentation for employees.
  • Supported and/or maintained updates on documentation pertaining to sites and regional sites.
  • Translated business specifications into documentation for peers and management.
  • Technical Environment: Dell Hardware While engaged at Ford Motor Company as a Senior System Technician from 2001 to 2007:.
  • Utilized Remote Desktop and Remote Assistant, to troubleshoot issues over the phone with the end user for SPOC and non-SPOC sites and face-to-face contact with end-user.
  • Diagnose and repair hardware and software issues on client PC’s using approved methods and processes.
  • Identified, researched, and resolved technical problems.
  • Responded to telephone calls, email and personnel requests for technical support and logged all calls.
  • Installed requested software/patches, and evaluated and resolved software related problems.
  • Performed system backups and recovery for failed hard drives; ensured computers were fully functional and shipped back to customers in regional offices and or in local buildings.
  • Documented, tracked, escalated and monitored issues to ensure a timely resolution through Remedy.
  • Identified as a key user for printer FAQ after IUP installation and trained users.
  • Documented processes, procedures, and problem resolutions in the Help Desk ticketing system.
  • Installed and configured approved hardware, software, and computer-related peripherals.
  • Supported users with Windows 2000/XP and Microsoft Office 2003/2007.
  • Maintained Active Directory listing of duplicate CPU names.
  • Communicated with users using non-technical language when necessary.
  • Diagnosed and repaired multi-functional printers.
  • Technical Environment: Remote Desktop, Remote Assistant, Windows 2000/XP, MS Office 2003/2007, Active Directory While engaged at Ford Motor Company on the Global Service Desk from 2000 to 2001:.
  • Reset passwords, answered calls, and provided solutions to customers.
  • Supported and implemented the Universal Knowledgebase (SCOPE).
  • Trained new employees.
  • Reset mainframe printer and spooler and troubleshoot mainframe issues.
  • Troubleshoot network issues, logon credentials, SecurID, FTP, WSL, CNS, printers, fax machines, and software.
  • Escalated tickets to the proper group and followed-up with customers.
  • Maintained a high first contact closure rate.
  • Recognized by management for providing exceptional customer service.

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Computer Learning Centers

Job Titles Held:

  • Senior Service Desk Analyst
  • Sr. Desktop Support
  • Senior System Technician


  • Network Diploma

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: