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It Service Desk Analyst Resume

Irving, TX

PROFESSIONAL EXPERIENCE:

IT Service Desk Analyst

Confidential, Irving, TX

Responsibilities:

  • Provided metrics to IT teams during CAB and Leadership meetings.
  • Managed trend and variance reports to maintain service utility and suggest improvement on current processes.
  • Develop and maintain KB articles for Service Desk team and collaborate with service manager to develop and maintain knowledge base for all IT teams.
  • Ensured incident, problem management processes are followed my service desk team.
  • Conducted interviews with potential candidates and established onboard training and schedules.
  • Monitored all network resources across all US locations through SolarWinds \ Bluesocket and collaborated with network admin to resolve network related issues.
  • Managed MDM system (MaaS360) as well as configured new devices before deployment to staff.
  • Subject matter expert for printer services, management of Print server, Print Admin tools.
  • Second Level escalation to junior level analyst, assisting them with correct escalation path or to the resolution of task.
  • Provided guidance and coaching to service desk first level team members.
  • Manage and maintain a constant and open channel between venders to meet all internal customer's needs. Vendors include CDW, Xerox, Cardpointe, and others.
  • Develop new relationships with new Praters to improve current practices.
  • Diligently worked to migrate knowledge base from Remedy Force to ServiceNow.
  • Managed the IT integration of multiple acquisitions, liquidation new and exciting company branches
  • Tracks and monitors team progress against timeline, scope and budget. Communicates status regularly to project stakeholders and escalates issues for timely resolution.
  • Involving all relevant stakeholders, assists in definition of project scope and objective and ensures technical feasibility; Develops comprehensive work plans in conjunction with vendors, third party consultants and project leadership.
  • Developed ITSM and ITIL Incident management process with past service desk managers.
  • Developed a strong confident relationship with operation team and corporate members to ensure their expectations of service needs are met.

Service Desk Supervisor

Confidential, Irving, TX

Responsibilities:

  • Provided Tier 2 and Tier 3 Support for all Printer, Mobile devices, software, and hardware related incidents and request.
  • Managed Access management for AD, Webex and
  • Incident and problem process manager
  • Liaison between IT and external Internet services provider
  • Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements.
  • Directly works with Tier 1 Support to ensure proper recording of incidents
  • Monitor the Incidents and manage the workload of tier 1 staff
  • Maintained Knowledge within the KM Database SharePoint
  • Prepared documentation for new or existing Knowledge
  • Reported on performance metrics to directors
  • Staffing and Training New employees
  • Coaching and developing existing employees
  • Conducting timely performance evaluations
  • Provided Project team member support on all IT related projects, by fulfilling all individual deliverables.
  • Worked with users to establish and meet business needs.
  • Successfully deployed of OCR conversion software on to the primary print server. Built and maintained all user profiles on software directory to local home drives.
  • Successfully deployed a new Konica Minolta printer fleet from contract agreement to site deployment to all companies.
  • Managed merger, and implementation of the new ticking system, CMDB to Service Now.
  • Successfully monitored the success of launch and close of domain migrations for all sub - business units in child domain under the primary domain.

Technical Support Analyst Lead

Confidential, Dallas, TX

Responsibilities:

  • Provided specialized investigation and diagnosis of all Incidents and Service Requests
  • Identified Problems
  • Escalate unresolved incidents to external support, e.g. Software and Hardware groups
  • Liaison between IT and external support provider Network related issues.
  • Ensured that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements
  • Responsible for assigning incidents within a group or division
  • Responsible for communicating with the process managers.
  • Directly worked with Tier 1 Support to ensure proper recording of incidents
  • Determined if an incident needed to be escalated according to the priority and severity of the issue.
  • Monitored the Incidents in their respective queues to ensure that Service Level Agreements were respected
  • Maintained Knowledge within the KM Database (Service Now)
  • Prepared documentation for new or existing Knowledge
  • Reported on performance metrics to Manager
  • Conducted training New employees
  • Conducted coaching and developing existing employees
  • Conducted timely performance evaluations with other leads and managers

Computer Support Specialist

Confidential, TX

Responsibilities:

  • Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
  • Assign unresolved Incidents to the appropriate Tier 2 Support Group
  • Log all Incident/Service Request details, allocating categorization and prioritization codes
  • Keep users informed about their Incidents’ status at agreed intervals
  • Provide first-line investigation and diagnosis of all Incidents and Service Requests
  • Verify resolution with users and resolve Incidents in ITSM tool
  • Escalate Major Incidents to the Incident and/or Problem Manager
  • Took ownership of all Incidents and Service Requests throughout the lifecycle
  • Assisted with password resets, software and hardware configuration, and installations
  • Desktop lifecycle refresh
  • Network wiring of IT SD satellite booth and student computer labs
  • Onsite support for Events

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