Service Desk Analyst Resume

OBJECTIVE

Highly motivated professional seeking to obtain an Information Technology (IT)/Cybersecurity position within a global leading organization with experience in IT/Cyber customer service and tier helpdesk, policies, procedures, installation, configuration, operation, implementation and troubleshooting of communication equipment, systems and networks.

SUMMARY

Ability to handle projects and business workflows with minimal upper management oversight
A team player with a keen eye for identifying and implementing process improvements within the vision and mission of the organization
A strong problem solving aptitude with effective verbal and written communication skills
Dependable, reliable and accountable professional that excels in technical proficiencies
Detailed oriented for accomplishing tasks on an individual, small group and overall organizational level

PROFESSIONAL EXPERIENCE

Service Desk Analyst

Confidential

Responsibilities:

Perform troubleshooting, resolution or escalation of email requests applications
Responsible for ensuring critical support issues are escalated as appropriate with internal and external sources to meet or exceed agreed upon service level agreement guidelines
Proactively create, improve Knowledge Management Articles and adopt best practices
Maintain a conscious level of Situational Awareness to update peers, management and other Tiers
Adhere to department standards, service level agreements and process and procedures
Perform ad - hoc assignments not necessarily detailed in the job description
Provide first line response for users requiring assistance with information technology issues and problems
Track issues to resolution updating the internal knowledgebase and/or communicating lessons learned with relevant business units
Knowledge of the ITIL methodology, Incident Management, Problem and Change Management processes
Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams
Update daily status reports and shift turnover reports
Act as a liaison between customers and technical escalation teams to provide a single view to the organization for information technology related problems

Mobility Technician

Confidential

Responsibilities:

Perform provisioning/activation of iOS Mobile Devices
Download and install Blackberry UEM Client and all accompanying applications to mobile devices
Activate and configure applications after download and installations are complete
Complete activation process by installing certificates
Configured Purebred on mobile devices to encrypt customer email accounts
Utilize Remedy to assign, create, track, update, and close tickets related to service requests
Perform high level professional customer service for users turning in/picking up mobile devices IAW established trouble ticket procedures
Detect various types of compromises using the latest penetration testing and vulnerability scanning concepts
Implement secure network architecture concepts and systems design in accordance with infrastructure modeling best practices
Install and configure identity and access services, as well as management controls in accordance with Department of Defense and Air Force policies and procedures
Implement and summarize risk management best practices and the business impact to the organization
Install and configure wireless security settings and implement public key infrastructure