service desk analyst resume example with 17+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
  • Applications/Platforms
  • Microsoft Office and Outlook 2003, 2007, 2010, and 365; TCP/IP, DHCP, DNS, APPV, SCCM, Adobe PDF Creator, Zendesk, Kronos, Enterprise Identity, Simpana Commvault, IBM Tivoli, IBM iSeries, Microsoft RDP, DameWare, Cisco ACS, VPN client and VoIP networks, VMware, Citrix XenApp, Bomgar, Cherwell, VPSX
  • Administration
  • Microsoft Exchange, Active Directory, System Center Configuration Manager, Barracuda Networks, Airwatch Mobile Device Management, BlackBerry Enterprise Server, VoxMobile Enterprise Solutions, Sagemcom XMediusFAX (FoIP solution), IBM AS400, Panagenda Marvel Client, Domino/Lotus Notes, 3M SoftMed, Cerner, CareWeb, Touchworks
  • Operating Systems
  • Microsoft Windows Server 2003 and 2008 R2; Windows 2000, XP, 7, and 8; iOS, BlackBerry, Android
  • Virus and spyware removal
  • Server management

and troubleshooting

    Customer service-focused
  • quick learner
  • dependable
  • Organized
  • Highly motivated
  • Resourceful
  • Hardware support
  • System checks and troubleshooting

Diagnosed hardware and software failures and resolved technical issues with a 95% success rate.

07/2014 to Current Service Desk Analyst Good Shepherd Hospice | Norman, OK,
  • Provides level one IT support to IU Health employees contractors and affiliates.
  • Primarily resolves customer questions pertaining to password changes and account issues (primarily Active Directory but, other supported applications include Cerner, 3M SoftMed, CareWeb, IDX, and Touchworks).
  • Addresses technical concerns reported by customers pertaining to desktop and laptop computers (primarily Dell and Lenovo), as well as printers (primarily Ricoh MFP, in addition to HP and Dell ink and laser jet devices) and mobile devices.
  • Effectively troubleshoots problems related to Windows, network and Web connectivity, as well as application errors and configuration.
  • Many tasks are performed using Bomgar (RDC tool) or VPSX (for networked printers).
  • Utilizes Cherwell system to document measures taken prior to escalating incidents to appropriate support team.
  • Provides customers with service request and incident updates.

04/2014 to 09/2014 DRIVER Marc, Inc. Of Manchester | Manchester, CT,
  • Transferring rental vehicles to and from locations surrounding the Indianapolis International Airport.
02/2009 to 02/2014 SYSTEM ADMINISTRATOR Synnex Corporation | Chino, CA,
  • Assisted IT Operations staff with Active Directory profile password changes, aided with printer, desktop, and laptop setup (used Ghost Operating System images) during project deployments.
  • Later provided support for error and network connectivity issues.
  • Reviewed Zendesk tickets reported to IT Operations for the following applications: Lotus Notes and associated mail and mail-in databases, Citrix/XenApp, Active Directory (password changes/re-enable accounts), IBM ID Vault (for Notes and iNotes password changes), and Panagenda Marvel Client.
  • Configured and supported BlackBerry devices, ensured each communicated with BlackBerry Enterprise Server.
  • Later configured and supported iOS devices, ensuring enterprise connectivity via Airwatch Mobile Device Management prior to deployment.
  • Educated all levels of sales staff with regards to mobile device operation.
  • Provided email and database application support as well as administration within Domino/Lotus Notes.
  • Ensured Lotus Notes end user accounts were created and removed according to specified policy.
  • Maintained and supported 12 Domino servers (VMware vSphere 5.0 hosts, Windows 2003 and 2008 R2) supporting approximately 700 clients (Windows desktops and in Citrix sessions, later on iOS devices).
  • Performed due diligence prior to installing Windows Server updates and patches.
  • Utilized databases and Barracuda mail filters to ensure secure mail delivery to over 1300 users.
  • Created and maintained documents outlining policies, procedures and processes for use by end-users and technical staff.
  • Worked with vendors and project managers necessary to complete assigned tasks.
07/2008 to 02/2009 TIER II SUPPORT Kobiton | Atlanta, GA,
  • Initial responsibility was to assist with Active Directory profile password changes, in addition to aiding with setting up and repairing HP printers, as well as Lenovo desktops and laptops.
  • Educated on Domino server administration and functionality behind Lotus Notes, later moved into full-time role.
  • Supplied email and database support as well as administration within Domino/Lotus Notes.
  • Created new and removed separated users from Lotus Notes.
01/2008 to 07/2008 DESKTOP SUPPORT SPECIALIST N3 | Salt Lake City, UT,
  • Installed, configured, and supported HP printers, personal mobile devices, as well as Dell desktops and laptops in both manufacturing and office situations.
  • Resolved any network connectivity issues.
  • Used Symantec Ghost to restore and back-up Operating System images.
04/2003 to 01/2008 DESKTOP SUPPORT TECHNICIAN Amtrust Financial Services, Inc. | Tbd, FL,
  • Setup, maintained, and supported HP printers as well Dell and IBM/Lenovo desktop computers in a hospital environment.
  • Assured network connectivity on affected device.
  • Frequently utilized Symantec Ghost to restore and back-up Operating System images.
  • Note: Lakeland HealthCare outsourced 75% of their MIS staff due to restructuring in October of 2003.
  • All aspects of my role, including reporting structure, remained the same except that my employer was, ACS Health Care Provider Solutions (now known as Xerox Health Care Provider Solutions).
Expected in to to Associates of Applied Science | Computer Information Systems Indiana Wesleyan University, Marion, IN GPA:
Computer Information Systems
Expected in to to Earned CIW Web Foundations Associate certificate New Horizons Computer Learning Center | Western Governors University, Indianapolis Lansing, IN MI GPA:
Expected in to to CompTIA A+ and Net+ | , , GPA:
A+, Active Directory, Adobe, AS400, back-up, Cisco, Citrix, Client, clients, databases, database, delivery, Dell, Dell desktops, desktops, DHCP, DNS, due diligence, email, Ghost, HP, HP printers, IBM, ink, Kronos, laptops, laser, Domino, Notes, Lotus Notes, Microsoft Exchange, mail, Microsoft Office, office, Outlook, Microsoft Windows, Windows, Windows 2000, MIS, Enterprise, network, Networks, Operating Systems, Operating System, PDF, policies, printer, printers, processes, repairing, reporting, sales, servers, Symantec, TCP/IP, Tivoli, VoIP, VPN

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Resume Overview

School Attended

  • Indiana Wesleyan University
  • Western Governors University

Job Titles Held:

  • Service Desk Analyst


  • Associates of Applied Science
  • Earned CIW Web Foundations Associate certificate New Horizons Computer Learning Center
  • CompTIA A+ and Net+

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