Summary
Proactive and results-oriented Service Desk Analyst with 2 years of experience providing exceptional technical support in fast-paced IT environments. Adept at troubleshooting hardware and software issues, managing user accounts, and resolving network connectivity problems to minimize downtime. Committed to enhancing user satisfaction and streamlining support processes through effective communication and problem-solving.
Experience
Service Desk AnalystTechSolutions Inc.
- Resolved an average of 40+ technical incidents daily, maintaining a 95% first-call resolution rate for software and hardware issues.
- Improved ticket closure efficiency by 15% through meticulous documentation and knowledge base contributions, reducing average resolution time by 30 minutes.
- Provided support for over 500 internal users across Windows, macOS, and Linux platforms, achieving an average customer satisfaction score of 4.7/5.
- Managed Active Directory user accounts, permissions, and group policies for onboarding 20+ new employees monthly.
IT Support TechnicianConnectIT Solutions
- Supported 250+ clients with hardware diagnostics, software installations, and peripheral device configurations, reducing client downtime by 20%.
- Logged and tracked 100% of support requests using a ticketing system, ensuring accurate incident reporting and timely follow-ups.
- Collaborated with senior IT staff to escalate complex issues, contributing to a 10% reduction in recurring network problems.
- Assisted in deploying new endpoint security solutions across 150 workstations, enhancing overall system protection.
Projects
Basic IT Knowledge Base Portal
- Developed a simple web-based knowledge base using HTML, CSS, and JavaScript to document common IT issues and solutions.
- Categorized over 50 troubleshooting guides, aiming to reduce repeat inquiries and empower users for self-service.
Home Network Monitoring Script
- Created a Python script to monitor home network device uptime and internet connectivity, sending alerts via email.
- Utilized ping and basic network libraries to track performance and identify potential outages proactively.
Education
Dallas CollegeAssociate of Applied Science in Information Technology
- Graduated with a 3.8 GPA, demonstrating strong foundational knowledge in network administration and cybersecurity.
- Completed a capstone project on secure network configurations, earning top marks for practical application and presentation.
Skills
Technical Support
Incident ManagementProblem SolvingRemote SupportHelp Desk OperationsSystem DiagnosticsTicketing Systems (Jira, ServiceNow)
Operating Systems & Software
Windows 10/11macOSLinux (basic)Microsoft 365 SuiteG SuiteVPN ClientsAnti-Virus Software
Networking & Hardware
TCP/IPDNSDHCPWi-Fi ConnectivityHardware TroubleshootingPrinter Support
Directory Services & Tools
Active DirectoryAzure ADGroup PolicySCCM (basic)Endpoint ManagementPowerShell (basic)
Soft Skills
Customer ServiceCommunicationDocumentationTeam CollaborationTime ManagementAdaptability