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service desk analyst resume example with 3+ years of experience

JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

PROFILE SUMMARY:Resourceful [Job Title] with [Number] years of diverse IT service experience for various hardware and software platforms. Tech-savvy computer expert with passion for teamwork and helping others while adapting to unexpected challenges. Committed to keeping abreast of new technologies and proven at uncovering new, timesaving solutions to common service issues.

Skills
  • Technical troubleshooting
  • Call Center Operations
  • Customer support needs assessment
  • Software upgrades
  • Windows XP/Vista
  • LAN/WAN
  • Application installations
  • Service desk support
  • Hardware diagnostics
  • Active listening
  • Troubleshooting
  • Critical thinking
  • Hardware upgrades
Experience
02/2019 to Current Service Desk Analyst Long View Systems | Houston, TX,
  • Assist employees with changes to administrator accounts, passwords, and domain privileges in Active Directory as required.
  • Experience supporting Windows 10 Citrix and installing and configuring desktop, laptops, and printers.
  • Provided phone support and support through email to correctly identify, escalate, resolve, or quantify and document the results for support issues.
  • Perform or escalate internal and remote customer support issues for the network, desktops, applications, and mobile devices.
  • Provides support for remote users (VPN and other connectivity issue).
  • Achieved 85% high first call resolution on a monthly basis and 95% customer satisfaction rate.
06/2018 to 09/2018 Desktop Support Technician Cambria | Chicago, IL,
  • Asked targeted questions to diagnose technical problems.
  • Installed and walked end users through installing applications and computer peripherals.
  • Configured and imaged windows 10 images to Desktops and Laptops.
  • Mapped network drives and installing network printers.
  • Used manufacturer’s diagnostic tools to troubleshoot, detect, and resolve hardware problems.
  • Comfortable troubleshooting VPN issues.
  • Install, maintain and troubleshoot software application such as MS Office 2010 - 2016 including Word, PowerPoint, Excel, and Outlook.
  • Managed Antivirus, Adobe Acrobat, and 3rdparty software and created Outlook profiles as well as troubleshoot email sending and receiving issues.
  • Addressed user tickets regarding hardware, software and networking issues.
  • Migrated computers and user profiles from Windows 7 to Windows 10.
  • Used Active Directory to unlock accounts, reset password, and create user accounts.
  • Used Ipconfig, ping and Power Shell to troubleshoot network connectivity issues.
  • Configured, tested and troubleshoot routers, network connectivity and wireless access issues for on-site and remote computers and devices.
  • Created, updated, and closed helpdesk tickets in a timely manner while providing detailed notes and adhering to established agreements.
07/2016 to 03/2017 Production Control Specialist Lead St. Catherine Of Siena | Jamaica, NY,
  • Managed and interpreted Records Management program policies to others; answers varied inquiries or complaints and resolves problems requiring adaptation of rules, regulations and precedents; transmits and explains orders and instructions.
  • Oversaw the process of overhauling recordkeeping system from manual to computer-based, creating a user-friendly and systematic information management system and reducing data-retrieval time.
  • Analyzed current and backlog job orders and accordingly develop production plan and schedules.
  • Ensured that staffs follow agency policies and safety procedures.
  • Established operating procedures for data entry job assignments and production schedules for timely delivery.
  • Supervised a team of 3 personnel.
07/2016 to 03/2017 Admin Secretary Tennessee Wildlife Resource Agency | City, STATE,
  • Managed the office area answering telephones promptly and courteously and assist customers and employees throughout the organization.
  • Maintained calendars by coordinating scheduled meetings and appointments for managers.
  • Worked closely with accounting department handling the department's budget, accounts receivable and accounts payable.
  • Performed advanced clerical duties that included, copying, faxing, and filing, fulfill orders, distributes, and keeps an inventory of supplies necessary for the entire department.
  • Recorded minutes in management meetings compiled, transcribed and distributed minutes of meetings.
  • Created and modify documents such as invoices, reports, memos, letters and financial statements.
  • 1 of 2.
Education and Training
Expected in 01/2016 Cisco Certified Network Associate (CCNA)(In Progress) Microsoft Specialist: Configuring Windows Devices Windows 10 Microsoft Certified Professional (MCP) Microsoft Certified Solutions Associate (MCSA): Windows 10 Microsoft Specialist: Installing and Configuring Windows 10 Project Management Professional (PMP) (In Progress) Microsoft Office Specialist Word | , , GPA:
Expected in 01/1987 Bachelor of Science | Management Park University Undergraduate, , GPA:

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Resume Overview

School Attended

  • Park University Undergraduate

Job Titles Held:

  • Service Desk Analyst
  • Desktop Support Technician
  • Production Control Specialist Lead
  • Admin Secretary

Degrees

  • Cisco Certified Network Associate (CCNA)(In Progress) Microsoft Specialist: Configuring Windows Devices Windows 10 Microsoft Certified Professional (MCP) Microsoft Certified Solutions Associate (MCSA): Windows 10 Microsoft Specialist: Installing and Configuring Windows 10 Project Management Professional (PMP) (In Progress) Microsoft Office Specialist Word
  • Bachelor of Science

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