service desk analyst resume example with 5+ years of experience

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

Resourceful experienced Desktop support skilled with over 10 years of experience in adaptive technology . Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits. Versatile Service Desk Agent with Information technology and dedication to learning more towards providing exceptional customer service. Deployed end user service requests during previous year and achieved 80% satisfaction rate. Maintain communications skills and attention to detail enabled superior results. Proficient Desktop Support Analyst familiar with both Windows and Apple desktops. Good troubleshooting and diagnostic abilities paired with experience in hardware updates, software patching and device configuration. Desiring a long-term position with room for career growth.

  • Windows 10
  • Desk side support deployment
  • Installing windows 7 & 10 operating systems
  • Dell Certified certification
  • Microsoft Office 365
  • Graphic design
  • Adobe Illustrator/ Photoshop
  • Inventory Management
  • Microsoft Office Applications
  • Sales skills
  • Active Directory Experience
  • Strong sense of banking ethics
  • Remote desktop services and support
  • Remote support
  • Software installations
  • Mobile devices
  • Documentation skills
  • Software upgrades
  • Application installations
  • Technical troubleshooting
  • Computer maintenance
  • Equipment repair
  • Remote assistance
  • Patient-focused quality service
  • Client Relations
  • Referring Applicants
  • Determining Eligibility
  • Company Relationship Development
Marygrove College Detroit, MI Expected in Bachelor of Arts : Ecology - GPA :
  • Member of Alpha Kappa Alpha
  • Minored in Arts
  • Continuing education in Computers information System
  • Majored in Human Ecology
University of Phoenix Tempe, AZ Expected in 01/2015 Associate of Science : Technical Recruiter - GPA :
  • Concentration in information Technology/Web Design
  • Management Information Technology
  • Web Design I and II
University of Phoenix Tempe, AZ Expected in in Progress : Master of Information Systems With A Graduate Cybe - GPA :

(Graduate) Courses:

  • Systems Analysis And Development
  • Emerging Technologies & Issues
  • Enterprise Models
  • CIS Project Management
  • IT Infrastructure
Work History
Long View Systems - Service Desk Analyst
Denver, CO, 03/2017 - 12/2019
  • Resolved 80% of computer and system networking problems to maintain user productivity.
  • Monitored hardware, software applications and peripheral performance against organizational expectations.
  • Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients.
  • Followed up with 25-50 clients daily to verify optimal customer satisfaction following support engagement and problem resolution.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Removed malware, ransomware and other threats from laptops and Desktop systems.
  • Maintain software and installed new versions to eliminate security problems and protect data.
  • Processed Active 25-75 Service Now ticket support daily for tech assistance on wide range of issues related to ticket request.
Cracker Barrel Old Country Stores - Desktop Support Analyst
Dalton, GA, 03/2016 - 11/2018
  • Resolved Desktop and Laptop Repair Dell computer hardware problems, replaced parts improved operations and provided exceptional client support.
  • Worked with desk side customers to understand needs while providing Win 10 and Microsoft Applications.
  • Handled calls per ticket to address customer inquiries and concerns per knowledge base.
  • Investigated Desktop product issues involving materials and software and devised solutions.
  • Replaced and Deploy computer hardware components and peripheral devices including power supplies, heat sinks, hard-drives and integrated circuit boards.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Remained solutions-oriented in face of complex problems to assist management and overall business direction.
  • Tracked replacement parts and recorded shipping and reconciled accounts to maintain accurate, current and Dell Imaging compliant financial records.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and remote policies.
  • Maintain and followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
  • Installed new hardware and software, patched systems and configured settings.
  • Supported Active directory user account information, including rights, security and systems groups.
South State Bank - Service Desk Technician
Bartow, FL, 07/2015 - 01/2016
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Resolved common user concerns by Deploying preset issue resolution scripts.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Maintain service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • 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.
  • Support PC, I Pad and Printer troubleshooting methods needed for quick remediation.
  • Configured hardware, devices, Active directory add / removal of accounts and software to set up work stations for employees.
  • Washtenaw Intermediate School District Sentinel monitored and managed over 500 inventory for laptop loaners and connectivity issues that prevented execution of user-initiated tasks for teachers and students.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
Apex Systems - Help Desk Analyst II
Eastvale, CA, 01/2014 - 05/2015
  • Assumed remote control over customers' computers when necessary to resolve problems.
  • Worked to resolve technical issues for global users using remote diagnostic tools.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Supported customers with online billing, access and account issues.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Increased overall company performance through improved IT up time and cost reductions.
  • Supported over 20-70 customers daily having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Delivered technical support to users each day Maintain positive attitude

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Resume Overview

School Attended

  • Marygrove College
  • University of Phoenix
  • University of Phoenix

Job Titles Held:

  • Service Desk Analyst
  • Desktop Support Analyst
  • Service Desk Technician
  • Help Desk Analyst II


  • Bachelor of Arts
  • Associate of Science
  • in Progress

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