Service Desk Support Analyst Resume Washington, DC - Hire IT People

SUMMARY:

Ambitious IT professional seeking to benefit a Service Desk team with technical troubleshooting skills, experience in managing customer relations and resolving various technical issues in a timely manner to support end users.

TECHNICAL SKILLS:

Hardware: HP desktops and laptops; Dell desktops and laptops; Microsoft Surface Books and Surface Pro Laptops; Lenovo laptops; Install and support local and network printers; computer builds and repairs; preventative maintenance; hardware installations and swaps; iPhone and Android devices

Support: Document on ticketing systems (Service Now) and escalating tickets as needed, customer service support ( email, phone, remote, and in person), Technical supply inventory and mobile inventory, effective use of communication to provide excellent customer service

Software: Microsoft Office Suite 2016 (Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems Windows 7 and 10; Mozy Pro; Active Directory, Skype

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Service Desk Support Analyst

Image machines and set up workstations in a timely manner
Prioritize over 45 tickets weekly to ensure timely resolution and escalate when necessary
Prepare mobile inventory for 2 office locations
Conduct and track technical inventory
Accurately document tickets in the ticketing system (Service Now)
Experienced in reset, unlock or modify user passwords via Active Directory
Leverage critical thinking skills to troubleshoot basic network issues
Direct end user via telephone, email and remote log in
Provide mobile support and resolve Wi - Fi and calendar syncing issues
Administer repairs, upgrades and completed configurations of PC’s
Perform data restores and backups
Ability to work well under pressure and deliver exceptional customer service to end users
Use of excellent verbal and writing skills to aid in facilitation trainings as needed and onboard new hires

Confidential, Washington, DC

Window Clerk

Served the public through customer facing role
Trusted to prepare nightly deposits amounts of $3,000 and higher for daily pickup
Reconciled funds acquired every evening for correct closing of store

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Service Desk Support Analyst Resume

Washington, DC

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