Livecareer-Resume

Senior Service Desk Analyst Resume Example

Love this resume?

By clicking Build Your Own Now, you agree to our Terms of Use and Privacy Policy

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Links
  • www.linkedin.com/in/joseph-medlin-5a955645
Professional Summary

Articulate Senior Service Desk Analyst with four-year record of finding effective solutions to technical issues through troubleshooting and issue analysis. Proudly certified in networking and security. Promotes dynamic skills in hardware support and project management.

Skills
  • Guest communication
  • Local attraction knowledge
  • Guest complaint resolution
  • Guest inquiry resolution
  • Data recovery
  • Technical documents comprehension
  • Technical issues analysis
  • Desktop support
  • Customer service expert
  • Software diagnosis
  • Staff education and training
  • MS Office
  • Problem resolution
  • Project organization
Work History
Senior Service Desk Analyst, 05/2018 to Current
Apex SystemsGaithersburg, MD,
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Configured hardware, devices and software to set up work stations for employees.
Senior Service Desk Analyst, 04/2017 to 05/2018
Apex SystemsHermitage, TN,
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Answered user product attribute and usage questions to promote satisfactory product ownership experience.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Configured hardware, devices and software to set up work stations for employees.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Senior Technical Support Representative, 06/2016 to 04/2017
Hill-RomChicago, IL,
  • Configured hardware, devices and software to set up work stations for employees.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Increased sales by educating prospects on benefits of products and services in comparison to competitors.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
Customer Solutions Associate, 12/2012 to 06/2016
Umpqua Bank CorpIrvine, CA,
  • Responsible for refunding online payments directly to customers' bank accounts
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Science: Cybersecurity And Information Assurance, Expected in 09/2022
Western Governors University - Salt Lake City, UT
GPA:
Affiliations

Western Governor's University Cyber Security Club

Western Governor's University "Court of Owls" Hacking Team

Certifications
  • CompTIA Network+
  • CompTIA A+ Technician
  • CompTIA Security+
  • ITIL Foundations
  • CIW Web Foundations
  • CIW Web Security
  • CompTIA Project+
Hobbies

Hacking playgrounds (Hack The Box, TryHackMe)

Capture the Flag Competitions (for fun and profit)

3d Printing

Video Games

Reading

Family

By clicking Build Your Own Now, you agree to our Terms of Use and Privacy Policy

Disclaimer
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

93Good

Resume Strength

  • Formatting
  • Length
  • Personalization
  • Strong Summary
  • Target Job
  • Typos
  • Word Choice

Resume Overview

School Attended
  • Western Governors University
Job Titles Held:
  • Senior Service Desk Analyst
  • Senior Service Desk Analyst
  • Senior Technical Support Representative
  • Customer Solutions Associate
Degrees
  • Bachelor of Science

Similar Resume

View All
Senior Service Desk Analyst
Senior Service Desk Analyst
Senior Service Desk Analyst