IT Service Desk Analyst
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Looking for IT Service Desk/Helpdesk positions! With 6+ years of experience providing assistance to end-users coupled with my 3+ years of customer service experience, I believe I would be a good fit for your IT team. I know I can provide a productive and positive experience any time a user calls in for assistance!
Randstad Technology - Ciox Health - Remote November 2021 to July 2023
Managed helpdesk tickets using Jira. Managed user accounts via OKTA and Active Directory. Worked mainly with systems running Windows 7 and 10. Used various remote support software (Remote Desktop, VMware/VSphere, GoToAssist) for a variety of different issues. Troubleshoot issues with users regarding VPN connection, and network connections. Unlocked accounts for various systems. Created tickets for other departments when unable to assist.
Vinali Staffing - Ellucian - Remote November 2022 to June 2023
Assisted many colleges across the country with their tier 1 IT support needs. Managed helpdesk tickets using Service Now. Managed user accounts via OKTA and Active Directory. Worked mainly with systems running Windows 7 and 10.
Used various remote support software (Remote Desktop, VMware/VSphere, GoToAssist) for a variety of different issues. Troubleshoot issues with users regarding VPN connection, and network connections. Unlocked accounts for various systems.
Created tickets for other departments when unable to assist.
Stefanini Group - JCrew - Remote August 2021 to April 2022
Assist JCrew and Madewell store associates in the setup of their MPos (Mobile point of sale). Attempt to troubleshoot any issues that may arise before reaching out to tier 2 support for further assistance.
US Bank - Remote
September 2020 to August 2021
Managed helpdesk tickets using Service Now. Managed user accounts via Active Directory and email accounts via Exchange Server. Worked mainly with systems running Windows 7 and 10. Used various remote support software (Remote Desktop, VMware, Dameware) for a variety of different issues. Troubleshoot issues with users regarding VPN connection, and network connections. Unlocked accounts for various systems. Created tickets for other departments when unable to assist.
Elavon - Knoxville, TN
March 2020 to September 2020
Managed helpdesk tickets using Service Now. Managed user accounts via Active Directory and email accounts via Exchange Server. Worked mainly with systems running Windows 7 and 10. Used various remote support software (Remote Desktop, VMware, Dameware) for a variety of different issues. Troubleshoot issues with users regarding VPN connection, and network connections. Unlocked accounts for various systems. Created tickets for other departments when unable to assist.
Storm Power Components - Decatur, TN May 2016 to May 2018
Managed helpdesk tickets using Spiceworks and Solarwinds MSP. Managed user accounts via Active Directory and email accounts via Exchange Server. Worked mainly with systems running Windows XP and 7. Used Office 2007 to 2016 for various tasks including developing work instructions, documenting software and hardware, and creating presentations to demonstrate software features.
Installed and setup Cisco VPN clients for work-at-home and field agents. Worked with Symantec Endpoint Protection and various other antivirus software to maintain a safe and secure network. Provided updated information to databases via Syspro and SQL.
Assisted in initial setup of Remedy's ARS, Helpdesk, and Asset Management System. Provided bug testing and reporting services to developers. Assisted in moving user systems when relocation was necessary.
Installed requested/required software and updates. Used various remote support software (Remote Desktop, Microsoft RD, Real VNC, Solarwinds, etc.) for a variety of different issues. Performed "walk-arounds" to provide access to IT personnel to floor workers for feedback and requests.
High School Diploma in 2008.
