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IT Service Desk Analyst resume examples

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Skills

  • Incident resolution tracking with system
  • Mobile device management (MDM) and support
  • User training and support for new software tools
  • Managing escalations for high-severity incidents
  • Prioritizing and triaging IT support tickets
  • Windows OS troubleshooting and repair
  • VPN Troubleshooting and Configuration
  • Network configuration and issue resolution
  • Preventive system maintenance to avoid downtime
  • Multitasking in a high-volume support environment

Work Experiences

  • Assisted users across 13+ regions.
  • Enhanced overall customer satisfaction.
  • Coordinated with third-party service providers.
  • Documented all customer interactions using framework.
  • Created IT orientation materials and guides.
  • Automated routine tasks by scripting in program, freeing up 10 hours per week for high-priority support requests.
  • Ensured alignment on resolving known issues.
  • Developed a remote troubleshooting protocol.
  • Collaborated closely with other team members and support teams in order to resolve open issues.
  • Collaborated with cross-functional IT teams to ensure alignment on resolving known issues while promoting enhanced customer service.

Summaries

  • Awarded Outstanding Service Award for maintaining customer satisfaction above 25%.
  • Achieved time savings of 7 hours weekly.
  • Addressed technical support needs.
  • Contributed to business uptime by identifying risks.
  • Allowed focus on high-priority incidents.
  • Achieved a satisfaction rating above 16%.
  • Contributed to documentation that reduced resolution times by 24%.
  • Collaborated with IT teams to deploy and troubleshoot HubSpot software.
  • Accomplished IT Service Desk Analyst with a record of reducing calls to the service desk by 63% through streamlined password reset procedures. Expertise in resolving high-severity IT incidents and collaborating with cross-functional teams to align on responsive service strategies. Eager to apply refined diagnostic skills in a dynamic environment like Summit Group.
  • Committed IT Service Desk Analyst.

Accomplishments

  • Collaborated with operations to ensure seamless integration of new software updates on QuickBooks, affecting 11 users.
  • Maintained 73% compliance with IT security policies during sensitive data recovery processes.
  • Drafted and managed service level agreements (SLAs) for third-party support teams, resulting in SLA incident resolution rate of 85%.
  • Supported organization's IT inventory by tracking and program equipment, ensuring proper distribution to 6 departments.
  • Created remote troubleshooting strategies that improved efficiency for 7 geographically dispersed employees across Portland.
  • Recognized with Innovation Award for outstanding support performance, maintaining a customer satisfaction rate of 39% over 10 years.
  • Led the migration of Microsoft Excel system to a cloud-based solution, minimizing interruption to core systems across Columbus.
  • Enhanced video conferencing capabilities by implementing Microsoft Excel, improving meeting quality for 18 users across global offices.
  • Collaborated with HubSpot vendors to resolve product issues, resulting in 25% faster issue resolution times.
  • Managed 2 high-severity incidents, orchestrating cross-team collaboration to restore services within 3 minutes/hours.

Affiliations

  • Completed the Microsoft Certified Solutions Associate (MCSA) training in Adobe Creative Suite
  • Active participant in Portland Meetups focused on DevOps and IT Operations
  • Active in the IT Support and Service Management LinkedIn group for professional development and networking
  • Participated in ITIL® Practitioner course to deepen understanding of service desk improvement strategies
  • Graduated from metric with a degree in Information Technology, specializing in Service Desk Operations
  • Attended monthly webinars with the Service Desk Institute to stay current on industry trends
  • Member of the International Association of Computer Science & Information Technology (IACSIT)
  • Mentored junior IT staff through University IT Training Programs or onboarding at Harbor & Co.
  • Member of the the Northeast IT Professionals User Group
  • Completed Google IT Support Professional Certificate via Coursera

Certifications

  • Certified Service Desk Professional 2017
  • Certified Help Desk Professional Ironclad Systems-2023
  • Certified Desktop Support Technician (CDST) 2022
  • HDI Support Center Analyst (HDI-SCA) - 2020
  • Microsoft Certified Azure Fundamentals 2023
  • Certified Information Technology Infrastructure Library (ITIL® 4) 2022
  • CompTIA IT Operations Specialist (CIOS) 2018
  • HDI Desktop Support Manager (HDI-DSM) 2016
  • Windows 10 MCSA Certification 2015
  • IT Service Management (ITSM) Professional 2016

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