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Service Desk Analyst Resume Example

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SERVICE DESK ANALYST
Professional Summary

Resourceful experienced technical support skilled with over 10 years of experience in team 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
  • Customer Training
  • Adobe Illustrator
  • Microsoft Office
  • Cellular Network
  • Technical Troubleshooting
  • Remote desktop services and support
  • Call center experience
Work History
Service Desk Analyst, 03/2017 to 12/2019
DTE Contractor S3 – Detroit, MI
  • Resolved 80% of technical 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.
  • Processed 25-75 Service Now ticket support daily for tech assistance on wide range of issues related to ticket request.
Deskside Support Technician, 03/2016 to 11/2018
Ford Motor Company - Contractor HCL – Dearborn, MI
  • Developed training materials for onboarding , for end user training and support use.
  • Worked within team to understand needs while providing Win 10 and Microsoft application software service.
  • Handled technical calls per ticket to address customer inquiries and concerns.
  • Investigated hardware product issues involving materials and software and devised training solutions.
  • 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.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
Service Desk Technician, 07/2015 to 01/2016
Washtenaw Intermediate School District – Washtenaw, MI
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • 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.
  • 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..
  • 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
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Assumed remote control over customers' computers when necessary to resolve problems.
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

Global Information Technology Certified Ethical Hacker (CEH) gradu ate certificate.

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
  • Deskside Support Technician
  • 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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