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Service Desk Analyst Resume

Centennial, CO

SUMMARY:

Obtain a position in a continuously challenging environment where my technical expertise, multi - faceted professionalism, and outstanding customer service will help my team provide exemplary support to customers.

EXPERIENCE:

Service Desk Analyst

Confidential, Centennial, CO

Responsibilities:

  • Provide Tier 1 and Tier 2 support to internal end users
  • Answer incoming calls timely and accurately
  • Answers inquires by clarifying desired information, researching, locating and providing information
  • Provide technical assistance in the following areas: Password reset, account information, browser I issues, hardware/application troubleshooting

Operations Technician

Confidential, Littleton, CO

Responsibilities:

  • Answer inbound customer trouble calls from customers Perform trouble isolation and initiate corrective action on customer reported problems Engage and coordinate other technical assistance teams to assist with more complex trouble resolution
  • Working knowledge of Ethernet, TCP/IP, and LAN/WAN components Familiarity with Internet protocols, authentication methods, client - server connectivity Extensive experience and knowledge of Windows Server systems management
  • Experience with call center/IVR technology and monitoring voice and data networks using Netcool, and other systems tools and technical problem-solving and troubleshooting skills Basic knowledge of testing and servicing of voice and data broadband and narrowband transport and PRI-ISDN, telephone switching/trunking techniques, Call recording/troubleshooting experience
  • Create proactive and reactive trouble tickets to summarize customer repair issues, while following up with customer to keep them updated with progress and/or resolution

Customer Service IT Analyst I

Confidential, Englewood, CO

Responsibilities:

  • Troubleshoot all end user & customer support issues in timely, courteous, and professional manner
  • Coordinate escalations and priority fixes with next - tier teams, managers, and technical SMEs
  • Execute and adhere to outage procedures for critical business applications as necessary
  • Assist 24/7 after-hours support teams with root-cause diagnostics for integrated IT systems
  • Create process and issue documentation for CSC user base in both SharePoint and Decision Tree-based KBs
  • Provide technical training to new CSC techs for mobile devices (Android/iOS) and Apple (OSX) workstations
  • Supply comprehensive reports and seamless hand-off to after-hours NOC team on a daily basis
  • Primary support tools: SCCM, Remote Desktop, VPN, Remote Assistance, GTA, IMA/ERCAT (Centura utilities)

Server Administrator

Confidential, Littleton, CO

Responsibilities:

  • Monitored hosted environments, servers, and websites through NMA, Vantive, and multiple versions of Remedy
  • Provided first - contact support, escalation, and troubleshooting via email, phone, and incident tracking systems
  • Analyzed high-level network topology and routes through official CenturyLink-sponsored training programs
  • Handled inbound and outbound calls from customers, end users, and onsite datacenter technicians

Customer/Tech Support Specialist

Confidential, Silver Spring, MD

Responsibilities:

  • Maintained customer and partner satisfaction by troubleshooting unique technical issues
  • Troubleshot customer product, hardware, and network issues using quick and effective solutions
  • Employed effective communication practices to ensure client satisfaction within established SLAs
  • Collaborated with Level II Support to expeditiously and effectively resolve advanced problems
  • Documented common issues, solutions, and alternative processes beyond initial SOP analysis
  • Provided support for internally - developed propriety application and website services
  • Acted as the SME for all company products to support and train customers
  • Served as account manager for customers and assisted with daily access control discrepancies
  • Reviewed and maintained database of new customer contracts in Saleslogix
  • Created and configured contract-level accounts using internally-developed CRM utility
  • Offered site overviews and evaluations to propel department toward company values

Assistant Project Coordinator

Confidential, Columbia, MD

Responsibilities:

  • Coordinated mass rollout of Apple workstations in Washington D.C. and surrounding MD area
  • Supported deployment process by collaborating with on - site technicians and POCs
  • Trained administrators and teachers on computer use to augment their day-to-day workflow
  • Worked with directory administrators to reset passwords and file structure permissions
  • Configured workstations via PXE boot installation and manual POST configuration
  • Managed inventory database to ensure accurate auditing and excess designation

Information Systems Technician

Confidential, Hanover, MD

Responsibilities:

  • Provided quality assurance via technical support to Baltimore/Washington - based clientele
  • Configured BIOS and operating system/application settings to customer specifications
  • Provided on-site hardware and software support to customers in accordance with best practices

Technical Assistant

Confidential, Towson, MD

Responsibilities:

  • Performed general clerical duties and assisted with inventory database development
  • Managed and distributed facility resources per standard allocation guidelines
  • Coordinated with associates to ensure efficient operation of daily processes and procedures

Information System Technician

Confidential, Columbia, MD

Responsibilities:

  • Fulfilled general clerical duties and records management for Confidential - employed defense contractor
  • Duplicated and archived confidential papers via company procedures and security policies
  • Inventoried and managed Confidential health records and sensitive PII-based documents
  • Received HIPAA certification as a prerequisite to perform daily tasks and responsibilities

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