Help Desk Analyst I Resume

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Analyst I

Responsibilities:

Logged incidents in Remedy Action Request System for resolution metrics or escalation
Microsoft Office suite installation, configuration and troubleshooting
Implemented requirements of IT security policies and standards to prevent unauthorized access, alteration, destruction or usage of sensitive data
File system, offline file setup, process error management and general system maintenance in Windows 7 and 10
Active Directory Object Modification (Account unlock, password resets)
Asset Management: Maintained accurate records of PC and laptop serial numbers and base configuration in Web Based Asset Management
GSCE remote desktop\Skype screen sharing management
Installed and configured local and network printers and other peripherals
Apple iPhone enrollment on Confidential network through Airwatch Agent

Confidential

Technical Support Supervisor

Responsibilities:

Led team of level one analyst; handled escalation of customer calls received on Confidential phone system.
Used Confidential Content Management System in conjunction with Microsoft Excel to pull statistics of team on client specified parameters
Provided targeted one on one coaching sessions to address agent areas of improvement and reward strengths
Directed meetings utilizing PowerPoint to synchronize team goals and acknowledge progress

Confidential

Field Quality Assurance Analyst

Responsibilities:

Audited level one analyst scheduled work order excel report for field support teams for errors in troubleshooting and reduce dispatch of field technicians.
Utilized Confidential Content Management System to ensure level one analyst compliance with client specified call adherence metrics.
Level 1.5 support for analysts to troubleshoot and de - escalate customer issues within ICOMS and iNav proprietary ticketing/troubleshooting system.

Customer Service Specialist

Confidential

Responsibilities:

Provided customer order status information and logged calls received in Salesforce CRM ticketing platform for escalation to billing or technical support
Processed return merchandise authorizations, device replacements and compensation claims through SAP