Service Desk Analyst Resume

TECHNICAL SKILLS:

Operating Systems: Windows 7, 8, 10; MS Windows Vista, XP; MS Windows Server 2003, 2008

Software Applications: MS Office Suite 2003, 2007, 2010, & 2013 (Access, Excel, PowerPoint, Word); Microsoft Lync; Norton Ghost; installing drivers, Bomgar, Microsoft Data Protection Manager, Fundamentals of Active Directory

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports)

Others: Clerical skills; data entry; customer service support (both on the phone and in person); leadership experience

Certifications: Comptia A+, Comptia Network+, Comptia Security+, Earned Cisco IT Essentials certificate via Year Up

RELATED EMPLOYMENT:

Confidential

Service Desk Analyst

Responsibilities:

Assist Confidential users with phone and e - mail correspondence and create service tickets through BMC Remedy.
Perform remote software installations via Remote Desktop Connection (RDP).
Create user accounts and Outlook mailboxes through the use of Active Directory.
Access Active Directory with admin rights to unlock user accounts, provide temp passwords, add/remove group membership, update security settings, check published certificates, enable/disable smart card access, enable/disable user accounts, and move accounts to a different OU.
Assist users with accessing the Confidential network working remotely through VPN or Workplace as a Service (WPAAS).
Setup teleconferencing bridges for 100+ users at a time domestic and internationally
Route user calls and emails to different groups and departments as needed.
Resolve customer issues by connecting remotely through Lync or Skype for Business 2015

Confidential

Helpdesk Analyst

Responsibilities:

Resolve tickets in the Remedy system by problem-solving issues and delegating tickets throughout the team
Provide remote assistance for county employees and contractors
Reset passwords and install/configure software following documented procedures
Troubleshoot software issues with county and non-county applications
Escalate tickets to correct departments for further review
Assists county employees with recent technical changes and procedures

Confidential

Desktop Support Technician

Responsibilities:

Install and perform minor repairs to hardware, software, and peripheral equipment, following design/installation specifications
Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software
Preserve record of daily data communication transactions, problems and remedial action taken, and installation activities
Answer users' inquiries regarding computer software and hardware operation to resolve problems

Confidential

Consultant (Intern)

Responsibilities:

Resolve tickets using System Center Service Manager by problem-solving issues and delegating tickets throughout the team
Maintain updated client technological information using SharePoint to ensure that client issues are resolved expeditiously
Protect clients’ backup and server status using Data Protection Management to ensure the integrity of all files
Provide proactive maintenance on desktops/laptops through the use of offsite monitoring tools like Microsoft Intune
Work with third-party vendors in lieu of clients to effectively troubleshoot software and hardware issues
Ensure every client has received quality customer service by providing a follow-up phone call and follow-up e-mail once work is complete

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