Service Desk Agent Resume Samples

Description :

1. Answered incoming phone calls, emails, and walk-ins to provide quick first-line investigation and diagnostics to incidents and/or requests Use a ticket tracking system called Service Center Service Manager (SCSM) by Microsoft.
2. Reduced or minimized unplanned labor and costs for both the business and IT while maintaining World Class Service Desk status.
3. Performed nightly AS400 and VMS tape backups in the Server Room.
4. Performed 2nd and some 3rd line procedures for incident resolution Identify and escalate service desk tickets to correct IT, groups, using the ITIL methodologies.
5. Attached supporting error images to tickets for clarification to 2nd and 3rd level IT Support Groups via remote control software.
6. Helped users with a VPN connection and internet connection issues.
7. Monitored 3 mailboxes in Outlook for requests/support.
8. Managed the RSA Authentication database for token assignments when connecting to VPN.

Experience

2-5 Years

Level

Junior

Education

A.S.

Description :

1. Responsible for directly addressing desktop service and support issues impacting end-users.
2. Works closely with other IT&S functions to ensure issues are resolved in a timely and successful manner to maintain an effective and efficient end-user computing environment.
3. Configures and installs desktop computing technology to support moves, adds, and changes ensuring minimal disruption in service.
4. Provides hands-on assistance with the installation, troubleshooting, and diagnostic support for all desktop computing components.
5. Resolves problems communicated via Help Desk Trouble Tickets, troubleshoots, and provides support to all end-users as needed.
6. Installs implements and supports office automation software for the Windows environment.
7. Develops and maintains technical and procedural documentation to be used by the Field Operations staff regarding PC software and hardware installation procedures.

Experience

10+ Years

Level

Senior

Education

IT

Description :

1. Provided excellent IT customer service on desktop operating systems for customers worldwide local and remote.
2. Serviced Webs tickets as the Active Directory Administrator; processed over 200 Web tickets daily.
3. Managed on the average 50+ customer service calls per day, create, maintained security/distribution groups.
4. Created continuity Standard Operation Procedure book through service call experience/troubleshooting which enabled better ticket quality and customer service and training aid for new employees.
5. Experienced in installing Virtual Software, Mapping Printers/Plotters/Scanners, KVM Switch Boxes, and resolving hardware and software issues without ticket escalation, cache profile deletion, secure/non-secure network issues & NETS HP ticketing system.
6. Experienced with customers that utilize thick and thin client workstations.
7. Unclassified and Sensitive Network Protocols and operating systems.

Experience

7-10 Years

Level

Management

Education

Business Management

Description :

1. Supported Umoja International System Implementation Deployment for the United Nations.
2. Received calls with Cisco Desktop Agent and log all service requests in INEED tracking system.
3. Performed & supported all service request categorization for all ERP, SAP, CitrixXenapp application issues.
4. Configured and installed Citrix receiver for clients to access Citrix Xenapp virtual SAP application.
5. Escalated all service requests to appropriate level/technician, if it cannot be resolved by service desk analyst.
6. Ensured that service request is properly logged and that tickets receive a tracking number.
7. Assigned roles in EIDMS , IDM security applications.
8. Escalated all calls to the appropriate call center divisions.

Experience

5-7 Years

Level

Executive

Education

Computer Science

Description :

1. Responded to incoming calls and emails from worldwide users.
2. Investigated users and system raised issues, bringing them to a speedy resolution or escalation.
3. Resolved various hardware and software issues in a 24/7 environment.
4. Tracked, referenced, and escalated incidents and change requests.
5. Supported for Remote Access, Configure and troubleshoot Cisco VPN client, wireless connectivity, and remote desktop connections.
6. Supported installing and troubleshooting as required for Microsoft Office Outlook, Excel, Word, PowerPoint, Adobe Acrobat, Internet Explorer, etc.
7. Worked in Active Directory to unlock and reset passwords.
8. Supported for remote access using RSA and general troubleshooting.

Experience

2-5 Years

Level

Junior

Education

BS

Description :

1. Answered incoming calls and requests, troubleshoot, solve problems, and provide resolution to supported users within the contracted scope of support for each client.
2. Created and resolved Help Desk call tickets in ticketing application (CA Unicenter Service Desk).
3. Created and assigned Incident tickets in Service Center to appropriate IT assignment group responsible for the resolution of the request.
4. Managed the queue for SSCs which doesn't have a local queue manager.
5. Acted as a monitoring point triggered if any incident is not acknowledged within three hours.
6. Acted as an alarm point that will act immediately for any incident if not resolved within 75% of the Contractual SLA.
7. Handled the next-level escalation and updating the correct contact details.
8. Followed up with service center management to keep an updated on-call duty roaster and updated contact Information to avoid miss-communication with Field Engineers.

Experience

2-5 Years

Level

Junior

Education

Computer Science

Description :

1. Provided 2nd Level support for all, including batch, resends and processing, Perl and shell script runs, Informix database administration.
2. Responsible for assigned problems and technical issues through SRS Problem Management.
3. Worked on various software implementations and rollouts including ISL.
4. Resolved, mentored, trained, and directed newly hired and temporary employees.
5. Monitored Express orders on a daily basis to insurance product delivery.
6. Provided 2nd level Blackberry device support.
7. Maintained superior customer service levels through technical expertise and interpersonal skills on a daily basis.

Experience

10+ Years

Level

Senior

Education

Information Management

Description :

1. Provided technical support/problem routing for Entergy employees and contractors via telephone and use of Remedy and other employee-help tools.
2. Used technical knowledge of Windows operating systems and other software, including Microsoft Office, to resolve problems for the above users.
3. Triaged and classified customer incidents as per procedure and handled accordingly.
4. Assisted with executive support by routing executive cases as needed.
5. Managed user access via active directory, identity, and other management tools.
6. Provided assistance and direction for mobile device applications used to interface with company resources.
7. Managed Citrix consoles and assisted end users with remote connection issues.
8. Connected to and troubleshot computer issues through the Borngar application.
9. Educated customers on the use of Microsoft Outlook and Live Meeting.

Experience

7-10 Years

Level

Management

Education

General Studies

Description :

1. Provided critical support in troubleshooting and maintaining all system applications and hardware resources.
2. Interfaced directly with end-users to accurately troubleshoot and correct hardware/software issues.
3. Prioritized support requests and delivered high-level failure analysis, resolving issues quickly and efficiently to meet customer service and quality assurance goals.
4. Demonstrated excellent troubleshooting and diagnosing Network/PC equipment failures, ensuring the quick resolution to a variety of technical and user issues.
5. Played a key role in coordinating support efforts for new software deployments, including Windows 7 upgrade, the release of WebEx Collaborative Tools, and migration to SharePoint.
6. Served as a go-to support analyst, guiding peers on proper information gathering as well as new application use.
7. Credited for designing a new SharePoint knowledgebase, documenting and compiling system information, and tracking/recording issue resolution strategies for evaluation and review.

Experience

5-7 Years

Level

Executive

Education

B.S. In Computer

Description :

1. Performed proactive monitoring and troubleshooting of inbound file transmissions between Client Services and other JPMC locations and external clients.
2. Provided over the phone assistance to clients and Level 1 Client Support groups throughout the organization.
3. Identified, defined and accurately document all detected/reported problems and discrepancies.
4. Used diagnostic and analytical skills to evaluate and resolve client file transmission problems.
5. Maintained client transmission profiles and associated support documentation.
6. Liaisoned with Network Services and Systems Management to troubleshoot network problems.
7. Entered phone statistics and generate monthly report for management.
8. Participated in Production review meetings as required.

Experience

7-10 Years

Level

Management

Education

Associate Of Science