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It Service Desk Analyst Resume

COMPUTER SOFTWARE:

Windows Internet Explorer

Microsoft Office

Active Directory

Powershell

Remote Desktop Connection

VPN

WORK EXPERIENCE:

Confidential

IT Service Desk Analyst

Responsibilities:

  • I was in charge of taking calls for MSR´s(Member Service Representatives) to help them troubleshoot their issues.
  • We used remote desktop connection to help them for various typesof issues they would have, from a simple password reset to printer issues, computer issues, policy issues etc.
  • The users were located all around United States, we assisted the user at the office, work from home employees or field adjusters (laptop users).
  • If we were not able to resolve over the phone we would create a ticket and escalate to a higher level.
  • I also followed up with the users tickets to make sure their issue had been resolved or take action if needed.
  • I was then promoted to the head of the Offboarding task. I was I charge of erasing ex employee information from the system.
  • This would include removing all their accesses, sending tickets/tasks to different departments and finally remove their personalinformation from our database using Powershell.I then got promoted to LEVEL 2 ´´RDS´´.
  • This department would majorily only handle remote desktop connections,give and remove accesses and follow up on tickets LEVEL 1 could not perform.

Confidential

Technical support specialist

Responsibilities:

  • Bilingual Customer Service Technical Representative for Confidential, my responsibilities included general technical support .
  • This would include resolving mobile technical issues and filtering other non related tech issues to different departments.

Confidential

Customer Service Representative

Responsibilities:

  • I provided assistance to the costumers with their cable, Internet and telephone by resolving their billing issue.
  • I would also sell them new packages.I was a TOP Q4 Agent by having the best quality - service calls.

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