Enterprise Service Desk Analyst Resume

SUMMARY

Experienced and knowledgeable information technology professional seeking to contribute training and acquired skills within the technology industry.
Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance.
In - depth knowledge and understanding of numerous software packages and operating systems.
Skilled in providing customer and end-user help desk support.
Can easily identify and resolve technical issues and concerns.
Excellent communication and presentation capabilities.

TECHNICAL SKILLS

C++, HTML
Windows 7, 8, 10
Apple OS X
Microsoft Office 2013
System Center Configuration Management (SCCM)
Microsoft Lync / Join.me / WebEx / Eclipse
Remedy / Magic Solutions
Citrix / Cisco AnyConnect VPN
Internet Explorer 11.0 / Google Chrome / Mozilla Firefox
Adobe Flash / Adobe Shockwave / Adobe Acrobat
Norton Anti-Spyware / Malwarebytes / McAfee Endpoint Encryption Management Console

PROFESSIONAL EXPERIENCE

Confidential

Enterprise Service Desk Analyst

Responsibilities:

Serves on the agency-wide IT Helpdesk supporting a total of 3,000 employees in a complex multiconfiguration high-volume environment
Provides remote support (via Bomgar) for workstations and laptops on the Apple OS X and W indows 7 operating systems
Manages users and configures group policies through Active Directory
Provides support for workstation applications including Microsoft Office, Adobe Acrobat, Microsoft Outlook, Microsoft Internet Explorer, and Google Chrome
Responsible for managing Remedy tickets from creation to closure on all work performed

Confidential

IT Analyst

Responsibilities:

Provided IT customer support on the MITravel Helpdesk through inquiries received in person, over the phone, and via web chat
Assisted end users with creating and editing data into the MITravel web-based system
Guided survey participants through online portal
Trained users on proper operation on their workstations and installed applications such as Microsoft Office, Google Chrome, and Adobe Acrobat Progress.

Confidential

Help Desk Analyst

Responsibilities:

Provided user support to over 3,000 users through the MyNAEP site.
Utilized Cisco WebEx software to assist users in resolving IT problems on their workstations
Responsible for installing, modifying, upgrading, and repairing computer hardware in a PC environment
W rote training manuals for new IT help desk members on the enterprise ticketing software
Trained users on proper operation on their workstations and installed applications such as Microsoft Office
Installed approved applications requested by users onto workstations

Confidential

Sales Associate

Responsibilities:

Provided excellent customer service in a fast-paced sales environment while meeting response time windows
Assisted customers with creating, updating, and cancelling reservations
Responsible for responding to inquiries received via in-person and phone interactions on vehicle and rental process information
Increased sales within the store by listening to the customers rental needs and suggesting theappropriate car for their use

Confidential

Document Conversion Clerk

Responsibilities:

Responsible for gathering job requirements from clients on their specific order in order to provide outstanding customer service
Conducted pre-production work on the hard copy prior to scanning to ensure that the order is scanned appropriately
Scanned customer’s orders in a timely manner and performed a quality check on the final output
Maintain a prep log from start to finish on each order received