service desk analyst resume example with 14+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :

Skilled IT Analyst with broad base of experience in technical support and operations seeking to obtain Information Technology Specialist I position. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of Installing and troubleshooting various software and hardware. Can work independently and as great team player.

  • Problem-solving skills
  • Interpersonal Skills for Relationship Building
  • Ethics and Integrity
  • Adaptability/Flexibility
  • Time management
  • Task Prioritization
  • Programming
  • Best practices and standards
  • LAN protocols
  • Network administration
  • Project Management
  • Device configuration
Work Experience
Service Desk Analyst, 01/2016 - Current
Loan Depot Maitland, FL,
  • Engage in 1st and 2nd level user support via telephone, chat, email and video conference platforms. Support Windows 7/10 and Apple environment, this includes assisting customers with incident and problem resolution, request for changes, and information requests
  • Provide administrative and support functions in technologies such as: Active Directory, Microsoft SCCM, virtual computer, SharePoint, VoIP phone system, Microsoft Exchange, server environments, virus protection, spam filtering, PowerShell, databases systems, terminal services, etc
  • Manage work queue of Service Desk tickets in Unicenter and Cherwell ticketing system
  • Provide desktop and laptop hardware and software support and installation with good business and technical analytical skills
  • Setup, configure, troubleshoot and manage Apple mobile devices using Microsoft 365 Device Management, Cisco ISE and Active Directory
  • Use Microsoft System Center Configuration Manager (SCCM) to deploy software and remote in to client's work computer to help resolve complex hardware or software issues
  • Adapt to changes in priorities and work assignments
  • Support Virtual Device Infrastructure (VDI) users with VMware View administrator tool
  • Learned virtual image deployments and patches using VMware VSphare client to provide better support VDI end users
  • Successfully worked independently and as team in key projects which resulted in team performance improvement and better balance workloads
  • Use Shavlik to help end-users receive latest software patches and updates
  • Research and troubleshoot problems utilizing documented processes and procedures
  • Attend weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies
  • Participate in phases of Systems Development Life Cycle (SDLC)
  • Utilize Information Technology Infrastructure Library (ITIL) best practices to participate in Incident, Problem, Configuration and Change Management processes
  • Work closely with tier 2 and 3 support teams to assist resolved more complex incidents
  • Write technical procedures and documentation in Service Desk SharePoint site
  • Mentor junior staff and provide guidance toward issue resolution
  • Use tools to perform system monitoring of key systems
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations
Service Support Operator, 07/2015 - 10/2015
Alorica Inc. Plantation, FL,
  • Provided high level of support for internal Store and Gap Inc. employees located in North America and Europe markets
  • Researched, diagnosed, resolved or escalated technical and procedural issues from multiple service channels using multiple tools such as: Service Now ticketing system, PuTTY, command prompt, Mobile Device Management and Active Directory
  • Use critical thinking skills, and probing questions to identify affected devices and applications
  • Utilized basic command line tools and scripting for user account management
  • Understood business impact of issues customer reports. Maintained growth mindset, constantly acquiring and folding in feedback to attain higher level of performance
  • Able to identify and log critical or reoccurring customer service issues
  • Utilized professional conflict resolution and interpersonal communication skills
  • Maintained excellent attendance record, consistently arriving to work on time
Tech Support Representative, 04/2006 - 11/2014
Verizon Wireless City, STATE,
  • Processed average of 50 inbound and outbound tier 1 and 2 end user technical support calls and emails
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Researched various computer systems and databases to resolve customer's online account logins, mobile device software and hardware operation issues
  • Resolved customer complaints and concerns with good verbal and negotiation skills
  • Provided end-to-end advanced technical support to cellular phones with iOS and Android operating system
  • Created Remedy tickets on related requests or incidents for service restoration requests (for reinstatement or repair of an existing service) and service requests (for installation or implementation of new service)
  • Maintained and supported Mobile Device Management system for mobile devices
  • Worked closely with network and switch technicians to resolve escalated Remedy incidents
  • Maintained records, logs and life cycle of work requests
  • On overtime basis, worked in company's retail stores as consultant for customers, providing tech support on their wireless devices and services with 90% fix success rate on their first visit
  • Maintained calm, professional demeanor when faced with high demand, high volume workloads
  • Successfully completed multiple projects and learned project management
  • Defined product strategy and drafted comprehensive road map to achieve monthly and yearly targets
  • Researched, documented and escalated cases to higher levels of support according to procedures
  • Built and maintained successful relationships with service providers, dealers and consumers
  • Worked individually and in teams to complete important assignments on timely manner
  • Served as mentor to 10-12 junior team members; explained protocols clearly and efficiently
Education and Training
Coursework: Networking, Expected in 2017
ISINC - Sacramento, CA
Status -

CompTIA Network+

CompTIA A+

Group Policy Fundamentals, Security and the Managed Desktop

Windows PowerShell for System Administrators

Bachelor of Science: Information Technology Visual Communications, Expected in 2013
University Of Phoenix - Sacramento, CA,
Status -

Coursework in Networking and Telecommunications, Business Systems Development, Computers and Information Processing, Java and C+ Programming, JavaScript, Web Design and Project Planning.

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Resume Overview

School Attended

  • University Of Phoenix

Job Titles Held:

  • Service Desk Analyst
  • Service Support Operator
  • Tech Support Representative


  • Coursework
  • Bachelor of Science

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