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Click here or scroll down to respond to this candidateSummaryA self-motivated IT Support Analyst with 5+ years of experience in related education and proficiencies with a strong background in desktop support management and supporting clients across Windows, macOS, and iOS and related peripherals. Independent worker on one hand but a team player to 15 coworkers throughout the US with five years experience using remote service and support team for my current vendor.SkillsTechnical Skills: ServiceNow, Office 365, Basic technical troubleshooting, Basic knowledge of Linux/Unix system, Hardware terminology, and Network Topology, JavaScript, HTML5, CSS3, Remedy, Windows 7/10, Microsoft 0365Soft Skills: Team Collaboration, Effective Communication, Customer Service, Public Speaking, Problem Solver, Self-Starter, LeadershipProfessional Work ExperiencesSummit Fire ProtectionDesktop Support Technician December 2023 May 2024Provided technical support on-site and remotely for roughly 6,200 End Users at 110 locations across the nation.Utilized Manage Engine for a ticketing system.Provided support from entry level employees to c-level executives.Image and deploy devices for new employees or replace old/broken laptopsTrack, stock, and locate inventorySupport: Providing technical assistance to users and staffTravelersIT Technical Support December 2022 October 2023Acted as the initial point of contact for all hardware and software related concerns from end users.Provided technical support both face to face and over the phone.Utilized ServiceNow as a ticketing system.Assisted with Windows 7 to 10 migration and Active Directory to Azure migration.Completed detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved.Assisted management in creating training materials pertaining to computer troubleshooting and usage.Organized and filed documentation pertaining to warranties and instructional guides for computer hardware.Resolved technical issues related to network interruptions.Maintained a working log detailing all required system updates, as well as the date of completion.Attended in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems.Actively updated, maintained, and monitored all aspects of computer networks.AllinaIT Help Desk Analyst December 2020 December 2022Utilized ServiceNow & Remedy ticketing systems to document incidents and to assign them to groups if necessary.Provided phone support to end users within the company.Interacted with multiple levels of teams and management throughout processes.Assisted customers with manual account reset/unlock in Active Directory.Remoted into users computer to perform troubleshooting.Rebuilt users profile in outlook.ABBOTTIT Help Desk Analyst January 2019 January 2020Utilized ServiceNow ticketing system to document incidents and to assign them to groups if necessary.Initial triage, troubleshooting, and analysis of hardware and software issues for end users over the phone.Interacted with multiple levels of teams and management throughout processes.Assisted customers with manual account reset.Remoted into users computer to perform troubleshoot.Installed/troubleshot software on mobile device.Target CorporationSenior Specialist October 2018 January 2019Handled thousands of customer transaction in order to mitigate conflict.Utilized ServiceNow software to communicate with team, supervisors, and customers.Analyzed daily reports to ensure customer satisfaction was met.Assisted customers with information regarding products, shipping information, and returns to resolve customer issues.EducationNorth Hennepin Community CollegeAssociates in Computer Science Expected Fall 2024 |
