service desk analyst resume example with 4+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA94105
:
Professional Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Willingness to take on added responsibilities to meet team goals.
Skills
Networking:
Cisco Routers, Switches, TCP/IP, LAN, WAN, VOIP and Firewalls.
Fleming CollegePeterborough, ON, Expected in 04/2018 ā āPost Graduation Diploma:Wireless Information Networking - GPA:
Yadawindra College of EngineeringPunjab, India, Expected in 06/2015 ā āBachelor of Technology:Computer Science Engineering - GPA:
Certifications
Cisco Certified Networking Associate (CCNA).
Networking Essentials.
Microsoft Azure: Active Directory.
Windows Server 2019: Installation and Configuration.
Deploying and Configuration Core TCP/IP Services.
Work History
Aac Asssociates Inc - Service Desk Analyst Vienna, VA, 08/2022 - Current
Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Worked on implementation, configuration and maintenance of cloud-based environments including Citrix, and Windows.
Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Diagnosed and troubleshot hardware, software and network issues.
Maintained servers and systems to keep networks fully operational during peak periods.
Created user accounts and assigned permissions.
Patched software and installed new versions to eliminate security problems and protect data.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Generated reports to track performance and analyze trends.
Support users regarding multiple application which include Microsoft Office, MDM (mobile device management) - Android and iPhones.
Providing level 1 and 2 technical support to resolving issues of internal and external users.
Ametek, Inc. - Product Support Technician Orange, CA, 12/2021 - 09/2022
Installed, configured and maintained computer systems and network connections.
Responded to customer inquiries and provided technical assistance over phone and chat.
Patched software and installed new versions to eliminate security problems and protect data.
Installed and configured operating systems and applications.
Troubleshoot network devices, routers, switches, Firewalls, and Access points
Provided help for PCs, laptops, printers, payment devices, mobile phones, and scanners.
Collaborate with internal teams to resolve client issues and to enhance customer service.
Root cause analysis of P1 and P2 incidents.
Experienced with OS and iOS support, Microsoft Windows, Apple products, Mac Mini, iPad, and mobile device management tools.
Delivered constructive feedback to our Product and Development groups to enhance customer experience.
Aaron's, Inc - Computer Technician Freeport, IL, 09/2021 - 11/2021
Troubleshoot refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Followed detailed operational process and procedures to appropriately analyze, escalate and assist in remediation of information security incidents.
Recovered critical information from data back ups to restore functionality.
Updated and replaced outdated drivers and software for computers and office machines.
Worked over 10-15 laptops per day.
Documented all concerns and incidents.
Applied Systems, Inc. - Technical Support Representative Raleigh, NC, 08/2018 - 02/2021
Resolved diverse range of technical issues across multiple systems(network devices, internet, email, TV & VOIP phone) and applications for customers and end-users across various time zones.
Managed high levels of call flow and responded to customers technical support needs.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Used ticketing systems to manage and process support actions and requests.
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