Service Desk Analyst Tier 1 Resume Profile

SUMMARY

Tier I Service Desk Analyst with over three years of experience resolving computer and system issues. Ability to independently identify and resolve complex issues in a fast-paced high volume call center. Effective in applying problem solving skills to resolve and diffuse escalated service calls. Continuously takes on challenges to increase professional development and growth. Reputation for strong work ethic team player mentality and excellent customer service skills.

PROFESSIONAL EXPERIENCE

Confidential

Service Desk Analyst Tier 1

In addition to responsibilities as Service Desk Analyst Temp
Handle Tier II level calls as needed involving reimaging POS Register.
Promptly answer telephone and voicemail inquiries.
Maintain high call volume and resolution of department tickets.
Provide prompt and accurate resolutions while troubleshooting a variety of issues including password resets unlock active directory accounts printer issues network connectivity wiring issues and hardware issues.
Increase Customer Satisfaction by resolving escalated calls received by fellow employees.
Responsible for resolving three different clothing store chain s complex issues involving power failures sale file corruptions remerging sale files setting up access point for wireless registers and impacts from system server migrations.
Reconcile Voice over IP VoIP AASTRA Phone issues by pairing cordless phone to base unit and subscribing base unit to network.
Execute issue resolution with less than 10 billable calls within a 2 year period.
Effectively communicate in a professional manner.
Support the team by volunteering for extra shifts and Holiday hours when needed.
Instructed and trained five new Service Desk Analysts.
Received iMatter two times from upper management for employee of the quarter.

Confidential

Handle incoming telephone calls to ensure day to day operations run smoothly for three different clothing retail chains comprised of approximately 2 500 stores.
Provide technical support during network migration from basic network hub to 24 port switch and commercial grade routers along with required rewiring.
Use Servicenow software to monitor store issues based on time caller task assignment document notes and document comments relating to issues.
Log Voicemails into the Servicenow software to ensure timely responses.
Prepare and follow up on work orders through vendors like NCR Verizon Wireless and UPS Campus Ship.
Provide technical support to corporate users.
Navigate Peregrine Systems Technology to remotely access stores systems in order to troubleshoot problems in real time.
Ensure goals and standards of the company are met to the fullest.
Utilize Microsoft Office Excel and Word to document issues and locate established troubleshooting documents and Outlook to keep track of emails and daily schedules.
Utilize Microsoft Lync to communicate with other associates via instant messaging.
Ensure Voicemails are responded to in a timely manner by working issues and contacting stores on resolutions

Confidential

Technician

First point of contact for support of a retail bank during conversion from Wachovia to Wells Fargo
Troubleshoot onsite computer issues as users tested new devices and reported new account conversion issues within 15 minutes of discovery.
Minimized impact of conversion to customer and store team members during business hours.
Responsible for ensuring computers and printers were powered on and past Pointsec screen removal of excess cables and power cords performing cable management and re-testing impacted equipment.
Handled VeriFone issues by unplugging the VeriFone at the barrel connection re-booting the workstation and re-connecting the VeriFone during start up.
Worked independently resolving all issues and calling for additional support if needed.

Confidential

Team Member

Confidential

Maintenance Support

Confidential

Grounds Keeper

Confidential

Grounds Keeper Summer Temp

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