Resolution Center Analyst Resume

SUMMARY:

Microsoft 365: Modern Desktop Administrator Associate Certified, A+ Certified
4+ years of experience in technical and user - facing roles
Experience in Office 365, Microsoft 365, Microsoft licensing, Windows, VoIP technologies, Google Workspace, ServiceNow ticketing system
Providing robust documentation, developing knowledge-base articles and guides, providing training
Windows OS (XP, 7, 8, 10.x), Mac OSx, Google Workspace (GSuite), Active Directory, Azure, ServiceNow, Zendesk, Bomgar
Wireshark (VoIP Utilities), Microsoft Teams Admin Center, Call Quality Dashboard, Call Analytics
Microsoft 365 Admin Center, Office 365 (Excel, Word, PowerPoint, Outlook, OneNote OneDrive, Teams, Skype for Business)
Adobe Creative Cloud (Photoshop, Illustrator), printers, scanners, mobile devices, Android, iOS

PROFESSIONAL EXPERIENCE:

Confidential

Resolution Center Analyst

Responsibilities:

Remotely provided Level 1.5 support of enterprise-level upgrade to O365
Utilized Microsoft Admin Center, Bomgar, Skype, and Teams to remotely provide support and manage O365 tenants
Utilized Microsoft Teams Admin Center to troubleshoot communications (Call Analytics, CQD)
Utilized ServiceNow to document and see incidents to resolution, document ticket trends, as well as work alongside other departments
Created knowledgebase articles and documentation
Supported high level executives and VIP users; supported Confidential on the enterprise level: all sites, remote workers, and mergers
Provided training for new team members

Confidential, Marietta, GA

Technology Support Specialist

Responsibilities:

Worked to support Marietta School District; assigned to oversee an elementary school tech support services
Managed and monitored internal assets to ensure accurate inventory records; distributed assets to the school’s patrons
Provided support to teachers, staff, students, and parents; resolved tickets through phone, email, remote desktop control, and in-person interaction
Supported Microsoft Office 365, Windows OS, Google Workspace, Adobe creative suite, laptops, tablets, mobile devices, scanners, network printers, SMART devices, chromebooks, hot spots
Adhered to City policies, practices, and procedures; handled highly confidential information and received training required by government employees
Worked with 3rd-Party vendors
Provided training for school staff

Confidential, Marietta, GA

PC Technician

Responsibilities:

Provided desktop support to government employees including Police and Fire Safety Officials; resolved tickets through phone, email, remote desktop control, and in-person interaction
Managed and monitored internal assets to ensure accurate inventory records
Documented ticket resolution and best practices and contributed to the organization’s knowledgebase
Imaged and deployed devices, participated in company-wide PC refresh cycle
Supported O365, Microsoft 365 tenants, Windows OS, Adobe creative suite, a wide array of government-utilized software, laptops, tablets, mobile devices, card readers, scanners, network printers
Adhered to City policies, practices, and procedures; handled highly confidential information and received training required by government employees
Provided training to city employees
Worked with 3rd-Party vendors
Worked monthly on-call hours for city council meetings

Confidential, Kennesaw, GA

Library Information Assistant

Responsibilities:

Provided support to patrons and staff with computer hardware and software in a timely manner: printing, scanners, PC/Macintosh hardware and OS, mobile devices
Performed library circulation and reference duties
Answered inquiries face to face, over the phone
Adhered to County policies, practices, and procedures; handled highly confidential information

Confidential, Atlanta, GA

IT Helpdesk Support

Responsibilities:

Processed Tier 1 tickets to support enterprise level rollout of Microsoft Office 2016 upgrade
Remotely supported local machines as well as remote users using remote desktop connections
Exercised customer service skills over the phone and by using Instant Messenger

Confidential, Statesboro, GA

Library Information Desk Assistant

Responsibilities:

Assisted patrons with Tier 1 issues: printing, scanners, PC/Macintosh hardware and OS, mobile devices, software troubleshooting (Microsoft Office Suite, Google Workspace, Adobe Suite)
Routine data entry