Customer Service Analyst Resume

Objective

Experienced Help Desk Analyst looking for challenging position in information technology that will enable me to build on my technology skills with opportunities for learning and career growth. Specifically interested in Field Technician, Information Security, Business Analyst, Project Analyst.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Customer Service Analyst

Responsibilities:

Used exceptional customer service skills to obtain the information needed to triage or escalate tickets while keeping users calm or de-escalating aggravated usersHandled daily call volume average 25 +Provided technical support on a broad range of applications / services, from Google and Microsoft services to other proprietary services for healthcareTicketing and support services through Support Tools and Service Now, handling ticket lifecycles from tier 1 and resolving occasionally tier 2 support casesUtilize internal search bases, colleagues, managers and the web to resolve end user issues, if unable to triage, escalating to proper teams or on call if emergency dictated itIdentified and investigated when critical situations would arise and escalated to management for nationwide resolution.

Confidential

SAP IT Service Desk

Responsibilities:

Provided technical phone support for internal SAP employees and contractors worldwide
Assisted users with resolving networking, software and hardware problems with Mac and Windows PC’s, along with Microsoft Office and SAP specific software, VPN clients, and encryption devices.
Ticket Submission and Monitoring through tier 1 lifecycle, documented issues for tier 2 support or various support teams when needing specialty dispatch.
RSA SecurID Administration
Utilized various knowledge bases and tools to identify end users and work arounds for any identified problems, otherwise documented and sent to appropriate teams for investigation

Confidential

Services Technician

Responsibilities:

Greeted users at help desk, routed users to correct support personnel. Retrieves equipment replacements from inventory and issues to users
Managed inventory stock level to ensure adequate equipment is available by coordinating with Asset Management Team.
Assisted users with tier 1 support, manages tier 1 ticket lifecycle from opening to closure by using online database of common issues- updates database as appropriate .
Opened tier 2 tickets for higher level support
Accepted returned equipment, removing it from of the user’s name in the database.
Performed various technical functions such as unlocking of bios from host restricted passwords, and configuring bios for imaging.

Confidential

Intern

Responsibilities:

Provided primary support for the business-computing center.
Specialized in Operating System configuration diagnostics and reinstallation.
Resolved administrative staff and business student issues with computer and printer errors.
Provided hardware, operating system and application functional support for student’s personal computers.

Confidential

Customer Service Associate

Responsibilities:

Provided phone and face-to-face assistance to faculty and students with personal computer, network access issues, and other academic questions relating to their account.
Manned help desk providing logistical support to students and faculty in locating campus facilities. Maintained student lab printers.