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Service Desk Analyst Resume

SUMMARY

  • Maintains network by troubleshooting and repairing outages; updating documentation.
  • Point of contact for executive team for all mobile device issues or upgrades and teleconferencing.
  • Maintains all conference rooms, large and small and ensure all sound equipment. projectors and tv’s are operational for conferences, teleconferencing and meetings.
  • Maintains customer rapport by listening to and resolving concerns; answering questions.
  • Up to date job noledge by participating in educational opportunities; reading technical publications.
  • Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Plans network installations by studying technical specifications.
  • Maintain documentation related to daily procedures, processes, and service records.
  • Develop, implement and manage policies and procedures.
  • Monitor and troubleshoot problems as needed.
  • Analyze and pay monthly invoices for all telecom related equipment and services.

TECHNICAL SKILLS

Operating Systems: Windows 10, Windows Server 2012/2016/2019. Android, Mac OS, and iOS. Tools Faxcom/Biscom, VMware, Jira, Mitel Connect Director, Mitel Connect Contact Center Director, Telstrat Engage, MobileIron Cloud.

PROFESSIONAL EXPERIENCE

Service Desk Analyst

Confidential

Responsibilities:

  • Field incoming help requests from end users via both telephone and e - mail in a timely fashion.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriate experienced technician.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Test fixes to ensure problem TEMPhas been adequately resolved.

Service Desk Technician

Confidential

Responsibilities:

  • Primarily responsible for maintaining the ticket queues of the Confidential Help Desk, ensuring all tickets are appropriately assigned and are being fulfilled by front-line agents and resolver teams to meet Service Level Agreements (SLA)
  • Handles escalations for tickets dat have breached SLA or have an elevated urgency, all the way up to the executive level.
  • Provides Active Directory and Microsoft Exchange provisioning and maintenance of user accounts, distribution lists, security groups, and mailboxes.
  • Creates and maintains noledge base documentation for use by front-line Service Desk on an ongoing basis.
  • Provides detailed coaching and training to new and veteran front-line Service Desk Agents on an ongoing basis.
  • Technical support ranging from simple password resets, RSA maintenance, troubleshooting remote access (VPN), and Microsoft Office products such as Outlook, Excel, Word, Skype for Business.
  • Install, configure, test, and troubleshoot End User equipment, including but not limited to computers, printers, copiers, scanners, office phone equipment, smartphone equipment, and other peripherals and accessories.

Ricoh Copier Support Technician

Confidential

Responsibilities:

  • Purchase toner, photo conductor units, maintenance kits and waste toner bottles for Dell machines throughout our company's network.
  • Replace photo conductor units, maintenance kits and toner for the corporate campus machines.
  • Keep a documented list of the issues dat users are experiencing wif printers.
  • Connect to printers through the online interface using its me.P address to confirm the issues the helpdesk placed in the maintenance/request queue.
  • Reorder toner, photo conductor units and maintenance kits when the reorder point is reached.
  • Manage the Reorder point to prevent the risk of stock outs for the printers the dispatchers use.
  • Repair printers and faxes dat have common wear and tear.

Systems Analyst

Confidential

Responsibilities:

  • Supervised various teams to complete different laboratory upgrades
  • Operated video conference systems for different executives at Confidential &M University
  • Demonstrated the use of Smart Sync to Confidential &M Professor's
  • Simplified Prairie View's A&M smart classrooms so professors could effectively instruct students
  • Create flyers and posters for the President of the University and then proceed to print them
  • Installed new operating systems and new software for Apple and Microsoft computers.

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