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Service Desk Analyst Resume

SUMMARY:

  • IT management professional with history of achieving client required projects, ramp up, deployment of new applications and solutions.
  • Fully involved in tackling and solving tough business and technical problems.
  • Strong leader characteristic and ability to work effectively with individuals at all levels and in all functional areas.
  • Experience managing project lifecycle from requirements gathering to final implementation and go - live. 7-years of continuous IT experience.

TECHNICAL PROFICIENCIES:

Platforms: Windows XP (Pro and Home), Windows7

Hardware: HP, Confidential, Dell, and Intel Based Server and Desktop Platforms, WYSE Terminals, HP Laser Jets, Avaya Phones

Software: Lotus Notes, Lotus Symphony, Confidential Software, HP Openview, CA Service Desk, MS Office 97/2000/2003/2007 , Symantec PC Anywhere, Ghost, Antivirus, Utilities, Win fax; McAfee Virus Scan, Adobe Acrobat, Illustrator, Partition Magic, Adware, Spy ware, Malware, Virus-Removal, AVAYA IP Agent, Mozilla Firefox, Internet Explorer

Networking: TCP/IP, Wireless 802.11 a/b/g, DNS, WINS, DHCP

PROFESSIONAL EXPERIENCE:

Service Desk Analyst

Confidential

Responsibilities:

  • Providing Customer Satisfaction by meeting the Confidential (Service Level Agreement) compliance for Service Request ticket resolution and ticket closure
  • Provide excellent service and first level troubleshooting assistance to Clients and customers by receiving request via email and phone call.
  • Adhere to proper escalation (to Support Team) if required. Communicate with Support Team to monitor resolution of requests and issues.
  • Logs all requests, issues and inquiries via ITSM Ticketing System.
  • Monitor all Service Request and issues logged via ITSM Ticketing System for desired service level agreement, until closure.
  • Knowledgeable in handling SEV 1 / Critical Operation Incidents in terms of escalation process.
  • Knowledgeable in handling users account creation/deletion/modification in Oracle Identity Manager Administrative and User Console
  • Knowledgeable in MS Office 2007 and 2010
  • Knowledgeable in setup and configuration of Windows XP/ 2007 and Outlook.
  • Well trained in handling - User Account Management in all Network Devices (Routers /Switches) via CISCO ACS Tool. Part of the task is to provide read/write access to users in devices.
  • Well trained in handling users account creation/ deletion/mondification in Active Directory Users and Computers
  • Providing service to users via remote desktop connection / Cisco VPN.

IT Operations - Delivery Project Executive

Confidential

Responsibilities:

  • IT Delivery Project Executive for three major accounts (financial, accounting and airlines)
  • Direct communications with the clients abroad for any crisis management control issues.
  • Knowledgeable in processing Change Request and presenting it in Change Approval Board (CAB Meeting) for the approval of higher management before implementing changes in desktop, server, network part, etc. Communication/ Interaction with account client regarding Account concern/issues and requests.
  • Processing requests/requirements from initiation to completion ensuring service quality meet benchmark set by client
  • Meet or exceed published SLAs - ensure 24X7 commitment & availability of IT Services & 99.5% Uptime connectivity.
  • Develop excellent relationship with key stakeholders in customer organization
  • Interfaces with various teams in offshore and on-shore for Delivery Support and ensure contract SLAs are met accordingly
  • Coordinate resolution of actions arising from Service Delivery Review and ad-hoc issues raised by key Client representatives.
  • Ensure that the client’s best interest are considered in all decision making
  • Review RCA and actions for Major incidents and problems. Ensure knowledge base is constantly updated
  • Initiate and co-ordinate continuous service quality improvement initiatives
  • Supervision of the Technical Support Team to attend request and issues reported via Elixir Ticketing System.
  • Monitor team performance and take corrective measures proactively if non-compliance is observed
  • Selects, develops and evaluates personnel to ensure the efficient operation of the function

IT Operations- Desktop Engineer

Confidential

Responsibilities:

  • Specializes on standardization of desktop and laptops.
  • Responsible for creating and updating base images on each Confidential accounts (production and corporate).
  • Make documentations based from the created base image. Set standards, install required applications, and implemented local policies/restrictions.
  • Coordinating with the Systems Admin Team for the implementation of user account/GPO policies.
  • Assisting the Technical Support Engineers for application testing and proper deployment of the base image.

Technical Support Engineer

Confidential

Responsibilities:

  • Knowledgeable in processing Change Request and presenting it in Change Approval Board (CAB Meeting) for the approval of higher management before implementing changes in desktop, server, network part, etc. Communication/ Interaction with account client regarding Account concern/issues and requests.
  • Attend all desktop issues, requests and problems logged via Elixir Ticketing System.
  • Knowledgeable in OS Hardening which includes BIOS, MS windows, MS internet, MS outlook and Registry hardening. Involves technical support and troubleshooting for both hardware and software concerns.
  • Knowledgeable in Laptop and Desktop formatting and encryption, Includes installation of approved / licensed software.
  • Knowledgeable in Ms Outlook and Lotus Notes setup and configuration.
  • Knowledgeable in managing the Active Directory managing users and computers.
  • Maintain effective Client relationship and resolve client issues at the first instant.

Helpdesk Analyst

Confidential

Responsibilities:

  • Working with large teams and manage service desk for Incident, Problem and Change management
  • Provides technical support to internal and external Confidential clients via email, phone call and Ticketing system.
  • Provide first level of troubleshooting for issues reported/ receives through calls and emails from users. Coordinates with user to determine source of specific error and recommend solution.
  • Provides very good working knowledge of hardware and software configurations to customers.
  • Establishes work standards, assigns and coordinates users thru e-mail.
  • Providing CSAT by meeting the Confidential compliance for service request ticket resolution and ticket closure
  • Direct communications with the clients abroad for any crisis management control issues.
  • Publish Confidential compliance reports regularly and implement corrective actions if required
  • Responsible in processing all IT related bills such as Internet Provider and Leased Lines/Circuits.
  • Communicate and ensure with Finance and service Providers that no circuit/ lines will be disconnected to maintain 24/7 of service.

Technical Support Representative

Confidential

Responsibilities:

  • Troubleshoot and offer a first call resolution to customers having issues with the internet connection, modem, and routers.
  • Provides support to Internet connections and hardware devices using DSL and Dial up connections.
  • Support email settings using outlook express, Microsoft outlook or using web mail.

Helpdesk Analyst

Confidential

Responsibilities:

  • Responsible in Basic Troubleshooting of desktop computer (Software and Hardware configurations) via phone, IP Switch chat and email.
  • Basic Administration on Email and IP Switch Account for all employees.
  • Monitors traffic and provide quality lines for operations.
  • Logs all problems using Fault Request Management System encountered by users, and generates incident and downtime reports.
  • Monitor all IT request and issues for desired service level agreement.
  • Render customer service and assistance on all desktops requests and issues.
  • Installation of computer programs, upgrade and repair computer hardwares.
  • Performs monthly and weekly IT Equipments inventory.
  • Responsible on technical documentation of all IT Infrastructure Software and Design.
  • Generate Request Payment for Telephone line provider.

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