service desk analyst resume example with 14+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

CAREER SUMMARY 14 + years’ experience in working as corporate IT Support (Levels1-3). Active directory administration, print server administration, hardware deployment including software support. Superior customer service and technical experience in supporting Windows OS and Mac OS in a "mission critical" environment with corporate and executive staff. Create and respond to incident tickets in Service Now, Footprints and BMC Remedy to determine appropriate corrective actions or escalation. Daily updates in ticketing systems with status and problem resolutions. Direct interaction with customers, requiring strong interpersonal skills with heavy focus on client relationships. Installs software and hardware peripherals, apply security patches and anti-virus updates. Troubleshoots problems by applying established techniques, procedures and specific standards as determined by ITSD leadership.

  • Technical Support
  • Hardware and software installation
  • On-Site Technical Support
  • Web Security
  • Diagnostics and troubleshooting
  • Remote Technical Support
  • Effective communication
Work History
Service Desk Analyst, 05/2015 - Current
Presbyterian Medical Services Artesia, NM,
  • Onsite support for Good Morning Football (GMFB) live shows
  • Application and hardware support maintained during live taping and broadcast of these shows
  • Working within the ITSD group resolving issues from NFL employees, contractors, and NFL teams
  • Hardware support for iPhones, iPads, Mac Book, Surface tablets, Lenovo laptops and AIO desktop computers
  • Mobile phone support for Android and Apple phones including email and NFL custom app support
  • Assisting the Operations Engineers in rack mounting Cisco switches and decommissioning old switches
  • Tickets are created and notated in Service Now adhering to SLA requirements
  • Perform offboarding tasks using Akkadian Provisioning Manager and Cisco Call Manager
  • Knowledge base issues are updated in Service Now daily
  • Virus scans are initiated via email alerts from our Security McAfee Enterprises monitoring software
  • Imaging new desktops and laptops upon request and repairs on NFL owned equipment
  • Inventory maintenance are updated daily within Service Now and through various ITSD SharePoint sites
  • Recently completed Office 365 roll-out to corporate users and remote users
  • Windows 10 deployment for 350+ units in NJ
  • Working knowledge of Active Directory and Print Server Administration.
Remote and Onsite Support, 09/2013 - 05/2015
2-10 Home Buyers Warrenton, VA,
  • Level 1-2 desktop support for clients through phone email and remote helpdesk
  • Configuration of CTB custom desktops from client’s orders including custom software installed
  • Support client applications including QuickEMR, Dossier, Microsoft Windows 7 and Microsoft Office 2013/365
  • Managed CTB servers by copying and archiving computer data, so that it is accessible in case of data deletion or corruption
  • Server Administration using Active Directory and Server Manager
  • Initiated and monitored server backups on a daily and monthly basis.
Technical Support Analyst III, 07/2008 - 05/2012
Abcam Plc Burlingame, CA,
  • Primary function was to maintain a working trade floor environment to guarantee successful trading for member firms
  • Immediate replacement of faulty equipment and upgrades of custom software applications
  • Verified updates pushed from WSUS server for trade floor computers
  • Major projects completed:
  • Mac Integration: Installed and configured corporate Mac images on approved Mac Book and iPad units
  • Joined to corporate domain and Active Directory
  • Windows 7 Migration: Assisted in the launch of InfoSec compliant version of customized Windows 7 for corporate desktops, trade floor computers and tablets for the trade floor
  • Print Server: Reconfigured local print server to be accessible on the NASDAQ corporate domain
  • Previously was locally configured for the Philadelphia Stock Exchange (PHLX).
Desktop Support Specialist, 02/2006 - 07/2008
Philadelphia Stock Exchange City, STATE,
  • Supported corporate users with technical issues ranging from Outlook to Blackberry problems
  • Contacted users by email, phone or in person
  • All Incidents were recorded in BMC Remedy for review and call monitoring
  • Projects completed included the following:
  • Network Interface Card Update: Hewlett Packard issued a critical update to fix a security issue with the network card in the HP 5750 desktop model
  • The software update had to be applied to each desktop manually during working hours to execute properly
  • Windows XP upgrade: Installed Windows XP on 500 desktops previously running Windows 2000
  • Risk Management: Protected networks following detailed risk assessments including patching trade floor computers and network card updates to resolve network vulnerabilities.
High School Diploma: , Expected in 06/1984
Camden County Technical School - Pennsauken, NJ,
Status -

Carpentry Maintenance Mechanics

Certificate of Completion in Computer Programming: Accounting And Computer Programming, Expected in 06/1987
Associated Business Careers - Audubon, NJ,
Status -
Certificate Microsoft Professional Program in Data Science edX.: Data Science, Expected in 12/2016
EdX - Online,
Status -
Certificate of Completion in MCSA and CCNA: MCSA/CCNA, Expected in 06/2014
Network Learning Institute - Mount Laurel, NJ,
Status -

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Resume Overview

School Attended

  • Camden County Technical School
  • Associated Business Careers
  • EdX
  • Network Learning Institute

Job Titles Held:

  • Service Desk Analyst
  • Remote and Onsite Support
  • Technical Support Analyst III
  • Desktop Support Specialist


  • High School Diploma
  • Certificate of Completion in Computer Programming
  • Certificate Microsoft Professional Program in Data Science edX.
  • Certificate of Completion in MCSA and CCNA

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