Service Desk Analyst Resume

SUMMARY:

To obtain a position of high responsibility in the IT field that will challenge and utilize the full range of my capabilities.

WORK HISTORY:

Confidential

Service Desk Analyst

Responsibilities:

Providing tier 1 support to Confidential employees
Remedy 7 was the ticketing system used to track all incidents
Handled between 30 and 60 calls per day
Provided support for MS Office applications such as MS Word, Excel, PowerPoint, Outlook and Access as well as multiple proprietary in house applications
Provided limited support for iPhones and iPads
Shared office with and had exposure to the Network Operations Center

Confidential

Service Desk Analyst

Responsibilities:

Worked in a call center environment providing tier 1 support to Confidential employees all around the world.
Call volume averaged between 800 and 1200 calls per day with 30 technicians manning the phones
Support was also provided via email
All supports calls were tracked in our various ticketing systems (UTT & Remedy)
Total tickets opened per day usually were between 60 and 80 tickets
Provided support for MS Office applications such as MS Word, Excel, PowerPoint, Outlook and Access as well as multiple proprietary in house applications
Was responsible for help suggest and implement new policies and procedures to improve the overall efficiency of our operation

Confidential, Arlington, VA

Associate Applications Analyst

Responsibilities:

Provided Tier 1 phone support for nearly 1,000 employees
Tracked and followed up on all support calls in our ticketing system (Magic)
Provided support for MS Office applications such as MS Word, Excel, PowerPoint, Outlook and Access
Performed basic hardware troubleshooting and maintenance
Updated images for different systems to be used in reimaging process via Norton Ghost
Responsible for procurement of all PC hardware, printers, scanners, etc
Performed new system deployments which included system interviews for software lists, imaging of new systems, updating OS and installing standard and previously owned licensed software; removing old systems and installing new hardware
Provided support for remote users who worked via VPN and Citrix connections using RSA tokens for secure logins
Basic management of user accounts and PC’s through Active Directory
Responsible for helping remote users set up and operate wireless networks
Worked primarily in Windows XP and am able to troubleshoot and resolve OS related problems such as blue screens and other common error messages
Provided support for Blackberry setups and deployments; added and removed users to Enterprise server and completed device activation through Blackberry Wireless sync.
As Senior Tier 1, was responsible for training and development of newer team members and was often called upon to assist the Tier 2 team

Confidential, Bowie, MD

Manager

Responsibilities:

supervised a staff of between 70 and 100 people completed employee scheduling for operation ptimized staff placement in operation ensured excellence in customer service delivery resolved customer inquiries, concerns and issues audited cash drawers, supervised cash deposits reinforced staff standards evaluated staff performance

Confidential, Greenbelt, MD

Head Supervisor/Manager

Responsibilities:

the above and also responsible for completing and filing nightly and weekly paperwork tracking, entering and transmitting payroll hiring employees responsible for promoting and training supervisors