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 halp requests from end users via both telephone and e - mail in a timely fashion.
Prioritize and schedule problems. Escalate problems (when required) to teh appropriate experienced technician.
Record, track, and document teh halp desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Perform hands-on fixes at teh 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 teh ticket queues of teh 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 teh way up to teh 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 teh corporate campus machines.
Keep a documented list of teh issues dat users are experiencing with printers.
Connect to printers through teh online interface using its I.P address to confirm teh issues teh halpdesk placed in teh maintenance/request queue.
Reorder toner, photo conductor units and maintenance kits when teh reorder point is reached.
Manage teh Reorder point to prevent teh risk of stock outs for teh printers teh 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 teh 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 teh President of teh University and then proceed to print them
Installed new operating systems and new software for Apple and Microsoft computers.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship