Service Desk Analyst Resume Broomfield, CO - Hire IT People

PROFESSIONAL EXPERIENCE

Service Desk Analyst

Confidential - Broomfield, CO

Responsibilities:

Respond to telephone and email requests for technical support.
Provided support to end users on a variety of issues. Identified, research and resolve technical problems.
Relies on instructions and established guidelines to perform the functions of the job.
Records, tracks, and documents help desk request problem-solving processes in Service Now, including all successful and escalated decisions made and actions taken, to final resolution.
Provide technical support and training to users reporting issues related to desktop hardware, software, enterprise applications, and telecommunications network.
Coordinate with other support teams to drive incident resolution, assess business impact, and communicate issue status.
Using NetIQ reset domain passwords and unlock domain accounts.
Troubleshoot VPN access and connection problems with Cisco AnyConnect.
Troubleshoot Windows 10.
Help with Gmail, Google docs and Google drive.
Troubleshoot problems with smart card access.
Use IBM Big Fix and Bomgar for remote access.
Troubleshoot Microsoft Office.

Support Center Analyst

Confidential - Greenwood Village, CO

Responsibilities:

Provided support to end users on a variety of issues. Identified, research and resolve technical problems.
Respond to telephone and email requests for technical support.
Knowledge of commonly-used concepts, practices, and procedures within the field of support.
Relied on instructions and established guidelines to perform the functions of the job.
Recorded, tracked, and documented help desk request problem-solving process in Service Desk, including all successful and escalated decisions made and actions taken, to final resolution.
Provide technical support and training to users reporting issues related to desktop hardware, software, enterprise applications, and telecommunications network.
Coordinate with other support teams to drive incident resolution, assess business impact, and communicate issue status.
Define and document standard operating procedures.
Helped employees access Software Center and install software updates.
Troubleshoot Office 2013 and 2016.
Troubleshoot Windows 7 and 10.
Coordinate paging of technical teams for outages and major problems.
Troubleshoot VPN connections.
Troubleshoot RSA software tokens.

Enterprise Provisioning Technician

Confidential - Centennial, CO

Responsibilities:

Responsible for retrieving customer services records, coordinating, translating and submitting Local Service requests and Directory Assistance/Listing Service requests.
Effectively utilizes Local Exchange Carrier business rules, intervals, and escalation protocols. Follows established processes and procedures. Works with moderate guidance in own area of knowledge.
Retrieve customer service records for single PRI, 2 PRI, and 4 Re-utilizing Local Exchange Carrier business rules, intervals, and escalation protocols.
Coordinate, translate and submit Directory Assistance/Listing Service request for single PRI, 2 PRI, and 4 PRI by effectively utilizing Local Exchange Carrier business rules, intervals, and escalation protocols.
WebTop navigation, tray assignment, and completion
Neustar navigation, PON research, updates, and completion

IT Support Professional

Confidential - Denver, CO

Responsibilities:

Provided support to end users on a variety of issues. Identified, research and resolve technical problems.
Respond to chat, email and personnel requests for technical support. Knowledge of commonly-used concepts, practices, and procedures within the field of support. Relied on instructions and established guidelines to perform the functions of the job.
Recorded, tracked, and documented help desk request problem-solving process in Jira, including all successful and escalated decisions made and actions taken, to final resolution.
Imaged and set up new Dell laptops, MacBook Pro and Air computers using Kace imaging.
Did Desk-side support of desktops and laptops in a primarily Dell office with some MacBooks.
Troubleshoot problems with Windows 10, Microsoft Office 2016, and Office 365, Outlook, PC hardware, and priority software.
Set up new employee accounts in AD, added them to distribution lists, security groups, and third-party software.
Added articles to Help Desk Wiki (Confluence) and edited articles.
Deleted termed employees third-party software accounts.
Used PowerShell scripts to manager laptop inventory.
Used Kace scripting to add some third-party software to laptops.
Helped employees access Maketo's OneLogin page.
Set up new employees on Box and made sure all employees were syncing to Box.
Moved, add and changed Dell laptops and MacBook Pros and Air computers.
Supported MacOS users on the Windows Network.
Used Jamf to install and run scripts for MacBooks.
Moved, add and changed employee laptops and MacBooks.
Helped employees with some WebEx problems.

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Service Desk Analyst Resume

Broomfield, CO

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