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Service Support Desk Analyst II Resume Example

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SERVICE SUPPORT DESK ANALYST II
Summary

Diplomatic IT professional with ITIL experience, well-versed in network administration, technical troubleshooting, and product support. Demonstrates high-level expertise in VDI, desktop, remote access, thin clients, and LAN/WAN configuration. Highly-effective communication facilitator and contributor to key partnerships, projects, and collective team objectives across, telecom, network, hosting, security, and mobile devices to achieve positive impact on all business outcomes.

Skills
  • Problem Resolution
  • Team Training
  • Network Administration
  • End-User Support
  • Cross-Functional Communication
  • Hardware Configuration
  • Technical Troubleshooting
  • Software Upgrades
  • Internal Documentation
  • LAN/WAN
  • TCP/IP Environments
  • VDI/VPN Connectivity
  • Windows/iOS
  • Virtual/Remote Expertise
Experience
07/2018 - CurrentService Support Desk Analyst IICompany Name | City, State
  • Resolved 15+ support tickets daily, responding to queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
  • Created frequent issue/call templates to decrease manual input times for end users, documenting solutions and troubleshooting steps concisely in ticketing system to streamline team communications and new service solutions; increased FCR (First Call Resolve) rates by 25% while decreasing AHT (Average Handle Time) 26%.
  • Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss; consistently ranked top 5 amongst team members and received the curiosity and client-centric recognition for 2 consecutive years.
  • Supervised configuration of LAN/WAN and corporate Internet system; handled network configurations after hours and on weekends to alleviate downtime and maintain smooth operations.
01/2015 - 05/2018Technical Support Representative IICompany Name | City, State
  • Oversaw multiple systems simultaneously, including Remedy trouble ticket databases, customer account databases, troubleshooting software, etc., to record data and create notations in customer's account records.
  • Rectified network, email, DHCP server, modem and router connectivity issues connecting to Windows and iOS devices; assisted with residential and public Wi-Fi access inquiries.
  • Guided customers to configure and access Altice email accounts on mobile devices; resolved account issues such as password resets and basic usage and navigation assistance.
  • Determined the root cause of issue to de-escalated customer issue/complaints; and, if warranted, escalated to the appropriate manager for resolve; documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Scheduled on-site assistance for issues that could not be resolved via remote tools, i.e., defective cabling, modem or router and/or splitter, installations, or upgrade of products and services.
12/2013 - 06/2014Product Usage RepresentativeCompany Name | City, State
  • Received and settled 30+ inquiries to provide front-line queue support to customer queries via phone and email for product functionalities assistance; increased customer satisfaction ratings by 15% during tenure.
  • Monitored network variances to achieve quality improvement while resolving product process and hardware equipment issues; assisted in developing internal documentation to train incoming Analysts while supporting new features for product/software enhancements.
  • Trouble-shot application configuration of browser settings and application installation and connectivity, maintained departmental performance standards.
  • Generated case to call data to track and maintain account history, CED service, and functionality assistance from creation to issue resolution.
  • Cultivated professional customer relationships by asking appropriate questions, identifying needs and providing insightful information regarding products.
  • Educated, assisted and taught subscribers how to utilize and navigate various Checkpoint CPE/CE applications/platforms subscriptions.
Education and Training
05/2021Axelos ITIL4 Foundation
08/2021CompTIA Network+ Ce
Aiken Technical College | City, State
05/2020CompTIA Security+ Boot Camp Training
Scholas | City, State
01/2015CompTIA IT Support Training - Certificate of Completion.
01/2011Information Technology
Monroe College | City, State
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Resume Overview

School Attended

  • Aiken Technical College
  • Scholas
  • Monroe College

Job Titles Held:

  • Service Support Desk Analyst II
  • Technical Support Representative II
  • Product Usage Representative

Degrees

  • 05/2021 Axelos ITIL4 Foundation
    08/2021 CompTIA Network+ Ce
    05/2020 CompTIA Security+ Boot Camp Training
    01/2015 CompTIA IT Support Training - Certificate of Completion.
    01/2011 Information Technology

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