Service Desk Analyst Resume
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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