Service Desk Analyst Resume Cottage Grove, Minnesota - Hire IT People

SUMMARY:

Software and Hardware, Installations and Technical Support for PC's Workstations and Servers across a wide campus environment operating with Windows 95 / 98, Windows 2000, Windows ME, Windows XP, Windows NT, Vista, Windows 7, 8, 10, MS Office, Local and Network Printers and LAN / WAN Networks.
Consistently works well with Teams, Vendors, Software Test Teams, Engineering, Marketing, and Customers, applying excellent verbal / written communication and time - management skills to all projects and activities to meet and exceed organizational goals and objectives.
Confident in technical background and ability to educate and lead others, both in the work place and through additional education.
Possession of strong interpersonal skills and high ethical standards, prides myself on my professionalism and punctuality, ability to work with minimal supervision, meet deadlines, communicate effectively, and a willingness / desire to assist others are key factors in differentiating him from others, while making myself an outstanding candidate.

SKILLS:

CAREER EXPERIENCE:

Confidential, Cottage Grove, Minnesota

Service Desk Analyst

Responsibilities:

Worked with the IT department and our parent company (Van Meter Inc) to provide a smooth transition from their domain to separate Werner domain
Received Award of Excellence in May 2017, from Confidential for my efforts
Provide comprehensive first and second tier phone, remote and deskside support for the efficient resolution of technology issues
Provide timely feedback to customers via phone, e-mail, chat or instant message
Established formal lines of communication for customers and resolver groups
Onboarding and offboarding staff
Asset management
Network patching
RSA Administration (Hardware and Software based Tokens)
Epicor Eclipse Support
Office Exchange Licensing and support
Motorola Mobile Computer support (MC9090, MC9190, MC9200)
Negotiated with vendors for the best pricing on Hardware, Software and Services needs.
Application and patch deployment via Microsoft SCCM’s Software Center
Worked with with all aspects of the business to create a more efficient workflow from IT perspective
Recommending hardware (Workstation, Mobile) for business needs
Imaged and provisioned workstations & VMware virtual machines for deployment
Mobile device administration and ordering via Verizon’s site.
Active Directory administration

Confidential, Eagan, Minnesota

Global Service Desk Agent

Responsibilities:

Provide comprehensive first-tier phone support for the efficient resolution of technology problems and requests for Confidential end-users
Provide complex and unique technical troubleshooting assistance to customers across global business units
Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, to ensure customer satisfaction
Take ownership of all customer interactions, utilize appropriate follow-through and document all customer interactions
Provide timely feedback to customers via phone, e-mail, chat or instant message
Established formal lines of communication for customers and resolver groups
Global Active Directory administration
Blackberry administration
Android and iPhone (IOS) device support

Confidential, Eagan, Minnesota

Global Service Desk Agent

Responsibilities:

Provide comprehensive first-tier phone support for the efficient resolution of technology problems and requests for Confidential end-users
Provide complex and unique technical troubleshooting assistance to customers across global business units
Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, to ensure customer satisfaction
Take ownership of all customer interactions, utilize appropriate follow-through and document all customer interactions
Provide timely feedback to customers via phone, e-mail, chat or instant message
Established formal lines of communication for customers and resolver groups
Global Active Directory administration.
Blackberry administration.
Android and iPhone (IOS) device support

Confidential, Minnesota

Computer Technician

Responsibilities:

Confidential, Eden Prairie, Minnesota

Service Operation Center Technician

Responsibilities:

Was responsible for managing high profile accounts (companies) to assurance System integrity and accessibility of mission critical and highly confidential Data.
Managed the Incident Management process to acknowledge, route, escalate, and report on Incidents that impact mission critical systems.
Required strong analytical skills to ensure efficiency in troubleshooting and effective problem resolution.
Leveraged best in breed proactive monitoring tools to observe infrastructure events that are used to create/resolve support requests. (HP Service Desk, Tivoli NetView)
Collaborated with management to implement operational procedures and ensure procedural compliance.
Evaluated and maintained currency on all new Data Center and Operations related technologies in order to provide cutting edge support for the environment.
Supervised Blackberry Enterprise Server Administration and Blackberry end-user support for the internal employee base.
Performed back- Confidential, verifies and restores with VERITAS NetBackup and CommVault Backup.

Confidential, Eagan, Minnesota

Technology Support Center Technician

Responsibilities:

Was responsible for analysis of System problems and immediate solution recommendations to ensure stable operations with a focus on Windows NT, Windows 2000, Windows 9X, Novell, and OS/2 problems.
Accountable for national LAN / WAN Administration functions; including Troubleshooting and resolution of LAN and WAN connectivity issues.