Service Desk Analyst Resume

SUMMARY:

Highly motivated, dependable and eager to learn new skills.
Able to work independently as well as a team member to meet deadlines set by managers.
Understand that success comes from proper communication and great customer service.
A Passion for building and growing relationships.
The ability to gather feedback and provide innovative insight.

TECHNICAL KNOWLEDGE:

PC, Scanners, Printers, Routers configuration, maintenance and troubleshooting.
Active Directory, VLAN, Networking, Exchange, Microsoft Office, iPhone & Android setup and Configurations, Device Management Software Good for Enterprise, LAN, Troubleshooting
Microsoft Surface Pro, MacBook pro.
iPhone/iPad iOS 11 and older, Android OS, macOSX, Windows 7/8/10.
Active Directory Users and Computers, Remote Desktop Connection, Remedy 7.6.
Microsoft office 2016,2013 and Office 365, GOOGLE G suit, Gmail, drive, docs for business, Skype for Business, Cisco Anyconnect Secure Mobility Client, SCCM, EMC Avamar Client.

WORK EXPERIENCE:

Confidential

Service Desk Analyst

Responsibilities:

Provided end - user troubleshooting and support to Confidential internal and external users
Applied diagnostic techniques to identify problems, investigate root cause, and recommend solutions using Remedy 7.6
Responsible for resolving, assisting, escalating and closing tickets that were escalated from tier 1 analysis
Took over tier 1 analysis calls when struggling to find resolutions

Confidential, DC

Brand Ambassador

Responsibilities:

Educated Customers of Confidential in-store about a variety of exclusive products via one-on-one interaction
Cultivated and sustained positive working relationships with customers and staff
Submitted detailed, accurate reports for inventory, payroll hours, and materials used
Successfully launched new products in an experiential marketing environment and assisted in creating social media content to further enhance brand awareness

Confidential, DC

Brand Ambassador

Responsibilities:

Worked as the “face” and “voice” of the company when traveling to project sites
Drove the Confidential mini-cooper in high-traffic areas
Maintained knowledge of all products and educated consumers when providing samples
Built and maintained professional relationships with key contacts that contributed to the development of marketing opportunities
Worked extensively with Field Marketing Manager to successfully execute events throughout the DC metropolitan area, such as H-Street Festival which attracted thousands of attendees
Provided support for sales function as and when required