Help Desk Analyst Resume Atlanta, GA - Hire IT People

SUMMARY

Enthusiastic and adaptable technical support professional looking to leverage my skills to help accomplish organizational goals while providing customer service excellence.

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

Help Desk Analyst

Responsibilities:

Provided technical support to end - users for PCs, servers mainframes, and other web-based applications while providing high standards of customer service
Logged and tracked calls using web-based ticketing system
Resolved hardware, software, network, and other technical issues by identifying root causes and troubleshooting until resolved
Answered customers questions about product features to ensure satisfaction
Documented all identified issues and error trends to management
Escalated service questions to appropriate client representatives when unable to fully resolve a customer’s issue

Confidential, Duluth, GA

Technical Support Specialist

Responsibilities:

Provided Tier 1 help desk support for customers’ end-users
Prioritized and triaged phone, email, and network monitoring system (NMS) tickets
Documented all worked performed in a highly detailed and accurate manner
Remotely supported customer turn-ups of equipment by providing scope clarification, physical layer and network troubleshooting
Developed and maintained excellent relationships with customers and technicians
Conducted scope validation for field service work orders
Answered moderate to heavy volume of incoming calls to ensure technicians were fully supported for all customer site visits
Coordinated and facilitated communication with field technicians, customers, and help desk resources
Conducted deliverable audits, high complexity scope prep calls, and site survey evaluations
Escalated relevant issues to teh team lead, project manager, NOC, etc. as needed