Service Desk Analyst Resume

TECHNICAL SKILLS:Software:: Microsoft Office Suite 2010 (Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems Windows 7 and 8; installing drivers; and basic understanding of database and SQL.

Hardware:: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps.

Networking:: Networking experience (running cables, troubleshooting connections, activating ports, basic router configuration, switches, Wi - Fi router), switch configuration.

Support:: Service Desk: escalation and documentation on BMC Remedy 8.1 ticketing system, customer service support (email, phone, and in person). Remote desktop connection, Active Directory, Mainframe, RSA Authentication Manager 6.1.2, Lotus Notes, Outlook 2010, Cisco Jabber, BMC Remedy 9,Service Now, Novell Zenworks, Domino Administrator, Novell iManager, Novell iVault, Configuration Manager, Mozilla Firefox, Google Chrome, Microsoft Office 2010/2013/2016.

Certification:: Working towards CompTIA Security+

PROFESSIONAL EXPERIENCE:

Confidential, Maryland

Service Desk Analyst

Preserves computer hardware by imaging hard drives by network and DVD-RW.
Configures Samsung and apple devices by setting up Gmail accounts and installing Airwatch agent.
Answers 30-40 calls/emails daily which helps with reducing the call abandonment rate.
Documents and resolves incident tickets using BMC Remedy 9
Performs installations, moves, and new user set ups within a timely manner ensuring customer satisfaction.
Replaces toner for office printers.
Troubleshoots Windows 7 by end tasks and process in Task manager.
Troubleshoots printer connectivity by restarting the print spooler.
Troubleshoots Microsoft Office 2010/2013.
Performs account unlocks, password resets, and account delivery method set up.
Removes and refreshes certificates.

Confidential, Virginia

Service Desk Analyst

Reduces daily abandonment rate by troubleshooting 30-50 calls using configuration manger to remote into user workstations.
Troubleshoots Cisco Jabber telephony by modifying settings for login and softphone certificate push.
Documents work orders and incidents using BMC Remedy 8.1 for reference and problem resolution of relevant issues.
Participates in weekly meetings by asking questions and taking notes about current issues and deployments of applications and software.
Implements Domino Administrator to recover passwords and clear the password digests for Lotus Notes accounts.
Completes business validations using Excel and Outlook 2013 to check the status of the users’ Jabber Incident ensuring ownership of ticket resolution.
Mitigates global issues by identifying the business impact and financial loss and engaging the Incident Management team.
Provides feedback for Service Training improvement resulting in better training procedures.
Provides network support including router configuration and firewall configuration.
Assists with the creation of knowledge base articles in Remedy.
Preserved computer hardware by imaging hard drives by network and DVD-RW.
Performed software installations of various applications such as Adobe, RSA, and Cisco.
Assisted with the creation of knowledge management by creating knowledge based articles.
Troubleshoots Microsoft Office 2013/2016

Confidential, Ohio

Sales Associate/Tech

Analyzed 5 technical issues daily by unlocking computers, laptops, and tablets I helped drive 10% of computer sales.
Resolved 10 cell phone issues daily by activating and fixing phone drove 25 % phone sales.
Built customer base of 15 weekly by giving out business cards.
Performed 10 phone repairs a day resulting in an increase of 30 % in revenue.
Troubleshot connectivity issues with laptops desktops, and mobile devices which drove 60 % of business.

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