LiveCareer-Resume

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:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

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.

Highlights
  • 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
GPA:
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,
GPA:
Status -

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

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • ISINC
  • University Of Phoenix

Job Titles Held:

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

Degrees

  • Coursework
  • Bachelor of Science

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: