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Service Desk Analyst Resume Example

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SERVICE DESK ANALYST
Professional Summary:

Self-motivated computer security professional with significant skill in team-building and leading high-performance groups to drive positive results. Pleasant personality coupled with logic & critical thinking expert, dedicated to creating organizations with a focus on risk mitigation and management in Information Security Analyst position.

WORK EXPERIENCE:
Service Desk AnalystJul 2018 - Current
Company NameCity, State

1500 E. Bannister Rd.
Kansas City, MO 64131 United States

Salary : 49,400 USD Per Year

H&W: $4.11 x hrs; 57,948 USD Per Year

Start date: 01/16/2019 - Ongoing; EVERY PAY PERIOD

Hours per week : 40

INFORMATION TECHNOLOGY SPECIALIST SERVICE DESK ANALYST

Supervisor/Lead: Mr. Mitz Acasio - (785) 307-0372

Okay to contact Supervisor: Yes

Strategic Data Systems/Service Desk Analyst/1 year 3 months

  • Created 81.4% Net Average in First Call Resolutions assisting Marine Core Enterprise Network(MCEN) by analyzing data, communicating customer concerns, advising management on system applications and OS platform customizations
  • Tackling network problems relating to hardware, software, web links, electronic mail, session, presentation, and PKI authentication by deploying policies/procedures
  • Managing Print Servers, Dynamic Host Configuration Protocol, Domain Name System, LAN, WAN and File Share services. Fix customer issues
  • Overcoming pulse secure issues by troubleshooting remote corporate employees network connectivity. Produce Tier II - III results by Tier 1 accomplishment
  • Differentiating tickets by real-time and historical analysis. Produce results by designing and implementing new procedures
  • Executing remote or onsite support to 16-24 end users in 8 hour shifts by email, phone and desktop assistance
  • Scaling top 7 of 124 Service Desk Analyst
Signal Support Systems IT SpecialistFeb 2009 - Current
Company NameCity, State

1600 Spearhead Division Ave.
Fort Knox, KY 40122 United States

Salary : $16,204.32 USD Per Year

Hours per week : 24+

SIGNAL SUPPORT SYSTEMS IT SPECIALIST

Supervisor: SSG Medina (813) 270-5713

Okay to contact Supervisor: Contact employee prospect first

US Army/Signal Support Systems Specialist/10 years

  • Established senior leadership by Sgt/E5 promotion. Demonstrates technical standard operating procedures (SOPs) by maintaining acquired hardware and developing software/communications documentation. Supervisor and coach
  • Communicates information effectively to maintain organization's interactive and traditional language. Re-engineers cellular and data service by administering over 120 weekly work order documents
  • Monitor and maintains current radio/data technologies by preventive maintenance procedures. Takes into account nature of information and audience during presentations
  • Increases client completions as project scope of works (SOWs) by utilizing Microsoft Excel, Office, Remedy, or share-drive availability. Negotiates determination of government cost estimates
  • Improves technical guidance and develop task lists by testing and aligning mechanical and electrical principles. Documents customer service requirements
  • Listens to customers by analyzing technical requirements and advocating enterprise standards, guidelines, security policies/procedures
  • Meet deadlines and requirements on system deployments by validating necessary line installations, wiring techniques, modifications, and re-imaging
  • Transforms Tier II administration by Tier 1 decision making. Produce results by designing and implementing new procedures
  • Leads by regional project level. Leads conference calls
Desktop Support Field Service TechnicianJan 2018 - Jul 2018
Company NameCity, State

4400 Cox Road
Glen Allen, VA 23060 United States

Salary : $35,776.00 USD Per Year

Hours per week : 40

DESKTOP SUPPORT FIELD SERVICES IT SPECIALIST

Supervisor: Sean Torres - (619)-757-1646

Okay to contact Supervisor: Contact employee prospect first

Apex Systems Inc/Desktop Support Field Service Technician/6 months

  • Procured Department of Defense (DOD) travels and spearheaded Navy-Marine Corps Intranet (NMCI) Tier II environments
  • Managed and upgraded computers by handled deployments, ghost machines, and out-of-date networks
  • Assembled and installed devices by deployed laptops, microcomputers, workstations and external equipment
  • Produced results by newly designed and implemented procedures
EDUCATION:
Bachelor of Science: Criminal Justice2008
Morris CollegeCity

Credits Earned: 149 Semester hours
Organizations: "Alpha Phi Alpha" Fraternity Inc.

JOB RELATED TRAINING CERTIFICATIONS:
  • Certified Information Assurance Technology Level II; CompTIASecurity + (plus), | COMP001021002687
  • Department of Defense IA Certification 8570.1; Information Assurance Security Course ( IASC / Sec+ ) | 2013
  • Microsoft Certified IT Professional ( MCITP ) Windows 7 Enterprise Desktop Support Technician | 2013
  • Information Assurance Fundamentals ( IASO ) | 2013
EXPERTISE:
  • Certified COMPTIA Security+ CE
  • Presentations and relationship building
  • Equipment maintenance and repair
  • Customer engagement and support
  • Government sites monitoring
  • Research and trend analysis
  • Cyber Information Systems
  • DoD information networks
  • Planning and organization
  • Teamwork / Collaboration
  • Intelligence evaluation
  • Regulatory compliance
  • Tracking and reporting
  • Account maintenance
  • Information Security
  • Network Security
Assessments

Logic & Critical Thinking — Expert

  • December 2019
    Using logic to solve problems.
    Full results: https://share.indeedassessments.com/share_assignment/ov53bwou3dm4mxo

Attention to Detail — Highly Proficient

  • December 2019
    Identifying differences in materials, following instructions, and detecting details among distracting information.
    Full results: https://share.indeedassessments.com/share_assignment/owad2dnfvz2mftld
    Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field

Verbal Communication — Highly Proficient

  • December 2019
    Speaking clearly, correctly, and concisely.
    Full results: https://share.indeedassessments.com/share_assignment/hpivwmc0u6fypn7y

Written Communication — Highly Proficient

  • December 2019
    Best practices for writing, including grammar, style, clarity, and brevity.
    Full results: https://share.indeedassessments.com/share_assignment/0ahbaqdjnky7oaxx

Cognitive Ability — Highly Proficient

  • December 2019
    Combining pieces of information to form general rules or conclusions.
    Full results: https://share.indeedassessments.com/share_to_profile/c03f5e081eb21c4cf9519503822998cbeed53dc074545cb7

Composing & Sorting Email — Highly Proficient

  • December 2019
    Effectively composing and organizing email messages.
    Full results: https://share.indeedassessments.com/share_assignment/ggme0ycspf-upf2m
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Resume Overview

School Attended

  • Morris College

Job Titles Held:

  • Service Desk Analyst
  • Signal Support Systems IT Specialist
  • Desktop Support Field Service Technician

Degrees

  • Bachelor of Science : Criminal Justice 2008

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