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Service Desk Analyst Resume

Harrisburg, PA

EMPLOYMENT HISTORY:

Confidential, Harrisburg, PA

Service Desk Analyst

Responsibilities:

  • SCCM Deployment, virus protection and PC reimaging
  • Asset management
  • VPN management
  • Bit Locker configuration
  • Windows Server management (Sharing permissions and mapping)
  • MFA setup and management
  • Printer set up (Ricoh and local printers)
  • Managing users in mainframe (Vangard)
  • VMware troubleshooting
  • Mainframe error troubleshooting for users
  • Managing of BYOD/Company issued mobile devices on the network
  • Active Directory management
  • Office 365 management
  • Writes or revises training manuals and procedures.
  • Creating, tracking and managine assets in ServiceNow.
  • Trains users on software and hardware on - site or in classroom, or recommend outside contractors to provide training.
  • Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
  • Receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
  • Escalates problems in accordance with defined procedures.
  • Uses technical databases to research problems, and talks with co-workers to research problem and find solution.
  • Tests software and hardware for troubleshooting and problem resolution.
  • Provides service and preventive maintenance activities on element exchange/baseline products (products with element exchange service and traditional maintenance philosophies; i.e., terminals, printers, personal computers, etc.).
  • Able to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts, and making technical adjustments.
  • Supports shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
  • Communicates accurate and useful status updates.
  • Able to work in a team environment

Technical Solutions Specialist

Confidential

Responsibilities:

  • Handled Tier 2 service desk escalations through tickets, phones and emails
  • Medhost account creation and management
  • Kofax Setup
  • Kodiak desktop installation
  • Network troubleshooting and support
  • Creating credentials for eArchives
  • Database support and SQL searches
  • Implementing security controls
  • Follow up on outstanding requests and ensure timely resolution
  • Provide support and mentorship to IT Help Desk Technicians
  • Assist with answering service desk calls supporting employees across the organization
  • Troubleshoot and resolve IT related problems, escalate as necessary
  • Troubleshoot and diagnose network issues
  • Ability to travel to other offices across the country as needed
  • Ability to work schedule on - call rotations Configure PC's, printers, and other devices and needed
  • Active Directory maintenance and Exchange 2010/2013
  • PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)

Confidential, CA

Service Desk Analyst

Responsibilities:

  • Interacting with customers/users via email, phone, chat and in-person
  • Create, resolves and escalate incident and request tickets
  • Configuring Blackberry, iPhone and iPad devices
  • Windows 7 &10 ( Troubleshooting and Installation)
  • Involved in hardware and software troubleshooting
  • System Center Configuration Manager (SCCM) - Management
  • Perform Active Directory management
  • Mobile Iron / Airwatch Management
  • Supports Enterprise Wireless Operations
  • DNS, DHCP, SMTP and TCP/IP configuration
  • Windows Server management
  • Provide first and second level support for sales force laptops
  • Provide support for company VPN/Remote solution
  • Performed maintenance/ troubleshooting on printers
  • Prioritize and escalate issues to other management/staff
  • Experience supporting Windows 7, Office (2003 - 2016 versions)
  • Blackberry and Apple device support
  • Accepted and logged authorized calls by phone, web, and email
  • Citrix Knowledge
  • Provide international support for overseas operations

Confidential, Lewisberry, PA

Process Assistant / Problem Solver

Responsibilities:

  • Troubleshooting issues with associates workstations (Windows 7)
  • Connecting New laptops on the network
  • Providing printer support - Zebra Thermal Printers
  • Handheld scanner support
  • Installs, configures, troubleshoots and maintains PC hardware, software and printers
  • Helping to support daily management of department duties, including allocating labour, leading meetings, assigning job duties, and communicating with internal and external suppliers
  • Providing vacation coverage for Area Managers
  • Providing policy follow-up and attendance tracking
  • Document and maintain help tickets in Service Center
  • Tracking and reporting of labour hours
  • Assisting the floor as an associate resource, training associate and ensuring compliance
  • Ensuring successful area performance through tracking, reporting and feedback of associate performance
  • Participating in Operational Excellence initiatives in some capacity
  • Filling in as needed with production duties
  • Managing workflow and daily production goals
  • Provide Active Directory support and configuration
  • Reviewing and updating start production activities as required
  • Documents and call tracks and monitors the problem
  • Assisting in keeping work area clean and organized
  • Identifying and addressing safety hazards within the work area
  • Coaching associates to work safely at all times
  • Participating in safety initiatives

Confidential

Sales/Marketing and PR Executive

Responsibilities:

  • Attracted potential customers by answering product and service questions; Upselling and cross-selling products of DStv
  • Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Maintained financial accounts by processing customer adjustments
  • Recommended potential products or services to management by collecting customer information and analyzing customer needs
  • Managed media buying
  • Managed radio, TV and Press interview

Confidential

IT Support/Customer Service / Help Desk Analyst

Responsibilities:

  • Resolved queries / complaints
  • Managed staff productivity and quality
  • Troubleshoots Hardware and Software Issues
  • Provided hardware, software, and network support
  • Managed and troubleshoot print servers and printers
  • Identified developmental needs

Confidential

Desktop Support Technician

Responsibilities:

  • Configured and installed new Microsoft systems
  • Troubleshooted and resolved desktop support issues
  • Maintained the up to date operating procedures inside the IT department
  • Performed off hour help desk support
  • Setup new users in Active Directory
  • Created user accounts and managed access control of desktop and Network applications
  • Upgraded hardware and software on workstations and laptops
  • Worked with hardware and software dealers to confirm well-timed product delivery
  • Maintained hardware and software record

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