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.