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Service Desk Analyst Resume Example

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SERVICE DESK ANALYST
Professional Summary

Resourceful experienced computer 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. Resolved user service requests during previous year and achieved 80% satisfaction rate. Excellent communications skills and attention to detail enabled superior results.

Skills
  • Dell Certified certification
  • Repair Technician
  • Microsoft Office 365
  • Graphic design
  • Adobe Photoshop
  • Adobe Lightroom
  • Adobe Illustrator
  • Premiere Pro
  • Microsoft Office
  • Sales
  • Sales s
  • Sales skills
  • Bank account reconciliations
  • Strong sense of banking ethics
  • Remote desktop services and support
  • Remote support
Work History
Service Desk Analyst, 03/2017 to 12/2019
DTE Contractor S3 – Detroit, MI
  • Resolved 80% of computer and system networking problems to maintain user productivity.
  • Monitored hardware, software 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.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Processed 25-75 Service Now ticket support daily for tech assistance on wide range of issues related to ticket request.
Desktop Support Analyst, 03/2016 to 11/2018
Ford Motor Company - Contractor HCL – Dearborn, MI
  • Resolved 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 application software service.
  • Handled calls per ticket to address customer inquiries and concerns.
  • Investigated hardware product issues involving materials and software and devised solutions.
  • Replaced 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 compliant financial records.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and remote policies.
  • 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 and maintained user account information, including rights, security and systems groups.
Service Desk Technician, 07/2015 to 01/2016
Washtenaw Intermediate School District – Washtenaw, MI
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Resolved common user concerns by utilizing 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.
  • Entered 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.
  • Analyzed IPad and Printer troubleshooting methods needed for quick remediation.
  • Configured hardware, devices 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.
Help Desk Analyst II, 01/2014 to 05/2015
Trinity Health Solutions Zenosys Consulting – Livonia, MI
Education
Bachelor of Arts: EcologyMarygrove College - Detroit, MI
  • Member of Alpha Kappa Alpha
  • Minored in Arts
  • Continuing education in Computers information System
  • Majored in Human Ecology
Associate of Arts: Instructional Technology IT Web Design, 01/2015
University of Phoenix - Tempe, AZ
  • Coursework:

VPN

Microsoft Windows

Citrix

Active Directory

Microsoft Windows

Help Desk

Network Support

TCP/IP

Remote Access Software

No Degree: Masters of Information System MIS/CSUniversity of Phoenix - Tempe, AZ
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Resume Overview

Companies Worked For:

  • DTE Contractor S3
  • Ford Motor Company - Contractor HCL
  • Washtenaw Intermediate School District
  • Trinity Health Solutions Zenosys Consulting

School Attended

  • Marygrove College
  • University of Phoenix

Job Titles Held:

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

Degrees

  • Bachelor of Arts : Ecology
    Associate of Arts : Instructional Technology IT Web Design , 01/2015
    No Degree : Masters of Information System MIS/CS

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