We provide IT Staff Augmentation Services!

Lead Service Desk Analyst Resume

SUMMARY

  • Motivated IT Service Desk Leader with experience and expertise in client service, strategic planning, and troubleshooting complex issues and concerns.
  • Accomplished leader with effective collaboration skills, team building capabilities and a keen focus on comprehensive productivity and efficiency.
  • Proven and demonstrated experience with organizational effectiveness, communications, and strategic vision.
  • Focused high performer driving effective communications to keep fluid and streamlined operations.

PROFESSIONAL EXPERIENCE

Confidential

Lead Service Desk Analyst

Responsibilities:

  • Successfully handle incoming calls and in person requests troubleshooting issues and concerns until reconciliation.
  • Serve as Tier 2/3 support for the Service Desk Team on all issues as needed.
  • Oversee comprehensive management of the ticket queue including delegating workload.
  • Train and mentor new and existing analysts on best practices, processes, and procedures to better streamline operations.
  • Collaborate with a diverse and multifaceted team on multiple issues including local network hardware and software issues.
  • Ensure proper implementation of replacement ITSM solutions and Solar Wind Service Desk.

Confidential

Technical Support

Responsibilities:

  • Drove a wide variety of field support requests, handling telephone, email, and ticketing of the system to resolve customer issues.
  • Provide solutions - oriented management for multiple high-profile user experiences related to desktop access, application usage, hardware issues, and systems access.
  • Utilized proven and demonstrated knowledge of company documentation to ensure proper processes and procedures were being carried out effectively.
  • Collaborated with a high performing team to drive special projects and technical documentation updates as needed.

Confidential

Technical Support

Responsibilities:

  • Drive field support requests through a complex ticketing system to resolve customer and client issues with regard to domain management, and email hosting accounts.
  • Troubleshoot complex issues and concerns with regard to DNS records and custom record setup.
  • Ensured proper oversight of password inquiries, account status, pricing, and expiration data as needed.
  • Authored and edited proprietary tools written specifically for multiple software tasks.
  • Provided comprehensive support for third-party tools and applications.

Confidential

Help Desk Staff

Responsibilities:

  • Assisted a diverse client base with field support requests including account management, hardware, and systems administration issues.
  • Drove hardware and software troubleshooting, break/fix. And network troubleshooting as needed.
  • Deployed and configured PC and laptop imaging, software deployment, and virus detection and removal.

Hire Now