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senior service desk analyst resume example with 8+ years of experience

JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Links
  • www.linkedin.com/in/Jessica-Claire-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
05/2018 to Current Senior Service Desk Analyst Apex Systems | Gaithersburg, 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.
04/2017 to 05/2018 Senior Service Desk Analyst Apex Systems | Hermitage, 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.
06/2016 to 04/2017 Senior Technical Support Representative Hill-Rom | Chicago, 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.
12/2012 to 06/2016 Customer Solutions Associate Umpqua Bank Corp | Irvine, 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
Expected in 09/2022 Bachelor of Science | Cybersecurity And Information Assurance 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+

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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

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