Service Desk Analyst Resume

SUMMARY:

I am a well - versed technical support agent looking for a position in the field of customer service where I can apply my knowledge and learn more about the infrastructure of computer technology.

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Analyst

Responsibilities:

Troubleshoot registers and all compatible hardware associated for Confidential stores
Educate employees at store on usage of programs including VDI sessions
Troubleshoot POS and Non-POS servers and switches for stores if necessary
Troubleshoot and train employees over mobile devices used for scanning inventory and customer checkout
Use Active Directory for managers and general managers

Confidential

Technical Support Representative

Responsibilities:

Provide education and technical assistance with the Aloha POS configuration for establishments
Escalate working incidents to proper groups for dispatching, sales, or implementation
Provide proper documentation to reporting supervisors and work in a team based environment
Work on tickets previously created to call customers back and check to make sure all voicemails and issues have been resolved
Help troubleshoot systems including File Servers controlling the site’s terminal setup and verify that the site is operational
Help managers with hard coding of information entered into the Aloha Manager application for changes to refresh on the front of house terminals
Work with Electronic Draft Capture application for helping sites settle batches with all credit card payments occurring at the end of the night

Confidential

Help Desk Analyst

Responsibilities:

Provide frontend support for Oracle and Kronos Production applications to store and corporate users with Confidential
Walk clients through navigation of various procedures including time card submission and company management
Help end users with hardware and software related to thin clients used for punching in and out of work
Worked with associates at store locations for setting up remote desktop connections on computers
Used terminal servers and remote desktop administration for resolving issues related to users inquiries
Use Active Directory for managers and corporate users
Use Kronos to reset passwords and provide steps for proper timecard keeping

Confidential

Technical Support Agent

Responsibilities:

Troubleshoot FIOS digital voice and LEC customers with dial tone and network related issues
Troubleshoot internet and email connectivity issues related to FIOS internet
Troubleshoot with customers and educate on correcting FIOS television related issues with wiring and activation of set top boxes provided by Verizon