Service Desk Analyst Resume

OBJECTIVE:

To obtain a position where I will be able to thrive, utilize my knowledge and acquired skills in quality assurance, business logic, negotiation, problem solving and attention to detail to the best of my ability to improve the company’s overall performance.

SUMMARY:

Strong analytical, problem solving skills, verification and validation.
Adaptive and fast learner. Able to work independently or as part of a development team with a profession attitude, in a timely manners.
Ability to analyze, designs, and develop dynamic client/server side web based applications that are database driven using Object Oriented Programming.
Good written oral and interpersonal communication skills and responsibly, highly motivated person with keen interest in improving myself and show interest and enthusiasm in providing quality service.
Intuitive team player that places high values upon detail and accurate adherence to high Quality Standards.
Teamwork: Working and communicating together to achieve complicated tasks/course work to ensure that the final product is professionally done and that all goals are met.
Profound commitment and determination towards work.

TECHNICAL SKILLS:

OS: Windows Vista/7/8, Ubuntu, VMware Workstation 10, RedHat Linux and AIX

Databases: MySQL, MySQL - lite, Db2luw, Oracle, SQL Server

Microsoft Office: MS Word, PowerPoint, Excel, Access.

Programming Software used: Eclipse, Visual Studio, and Sublime Text Editor.

Version Control Software: Git, Source Tree.

Web Monitoring Software: IIS Manager, Fiddler Web Debugger.

WORK EXPERIENCE:

Confidential

Service Desk Analyst

Responsibilities:

Taking phone inquiries and troubleshooting hardware, software, or network problems. Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly. Document all customer interaction with high attention to detail and accuracy.
Update all tickets according to Service Level Agreements (SLA). Documenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements. Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy. Currently attending the Service Now Mentorship program (offered by Virteva) as well as the online developer from Service Now Developer website to try and better myself and to keep myself busy in learning new things., helping out co-workers whenever possible, continuously exceeded expectations.