Service Desk Analyst Resume

SUMMARY:

TECHNICAL EXPERTISE:

Basic understanding of computer network architecture and IP addressing
Microsoft Windows XP, Microsoft Word, Word Perfect, Microsoft Outlook, SharePoint Microsoft Visio, Microsoft Project Excel, Access, Adobe Acrobat Professional, Acrobat Professional, PowerPoint Proficiency
Knowledge and exposure to HTML computer language
Knowledge and understanding of Mainframe/NASCO applications
Network and Infrastructure Support
Knowledge in SharePoint and Active Directory

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Analyst

Responsibilities:

To organize, structure, and coordinate daily administrative duties
Performed clerical duties and coordinated day to day meetings
Inputted data entry, reporting, and documentation
Maintained inventory for office supplies, departmental PC’s, and network printers. Also, coordinated the repair and maintenance of office equipment
Processed accounts payable for miscellaneous unit needs, and distributed reports for unit and department use
Provided data entry support for various unit operations in a variety of databases (Datatel, AiM, WebNow, 25 Live)
Assisted with the Facilities Management web page using the Common Spot program
Assisted Confidential (Capital Renewal and Deferred Maintenance) team with various projects surrounding the Confidential Campus.
Tracked budgets and expenses for various Confidential project managers in the Facilities Department

Confidential

Service Desk Analyst

Responsibilities:

Coordinated and assisted group projects to resolve technical errors.
Provided assistance to resolve technical problems for members, providers, employees, and Brokers.
Provided technical and troubleshooting assistance related to computer hardware, software, and mobile devices
Documented and resolved technical problems including login assistance for clients
Multitasked between eight system applications to provide customer service to end - user
Provided technical support and service to members, providers, brokers, employees, associates, and contractors
Performed first-level diagnosis and troubleshooting support to end-users and customers
Provided computer help desk support via telephone communications and emails with end-users
Documented help desk tickets, resolutions, and emails

Confidential

Tier 1 Help Desk Analyst

Responsibilities:

Provided Contact Center and IT Service Desk support services to all federal agencies
Supported and host multiple ticketing systems including Confidential ’s Service Desk Express and Microsoft Service Manager
Provided computer help desk support via telephone communications and emails with end-users
Documented help desk tickets, resolutions, and emails for government employees
Created help desk documentation with step by step instructions on problem resolving techniques and sent tickets to appropriate departments utilizing ticket tracking system
Delivered cyber security services to protect information assets

Confidential

Tier 1 Help Desk Analyst

Responsibilities:

Provided customer service to clients of all ages and hair types
Consulted and managed day-today hair operations and appointments
Maintained a personal client base of more than 75 long - term clients
Managed appointment book and online booking of over 150 clients
Analyzed hair and scalp condition and provided advice on beauty care treatments for scalp and hair
Developed and implemented salon promotions and social media strategies
Developed company website using HTML language and coding
Attended training sessions and classes monthly to advance in new and updated hair techniques
Created striking hair designs combining coloring, straightening, curling or volumising techniques and a range of design finishes for fashion shows