Brief Introduction

With a clear understanding of providing service and support, I am highly motivated to learn, grow, and excel in ITIL. As an experienced Service Desk Support Analyst, I bring enthusiasm and dedication to contribute to team success through hard work, attention to detail, and excellent organizational skills. I have built an excellent reputation for resolving problems and improving customer satisfaction, and I am eager to continue making impactful contributions in this role.

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Skillset

• No work experience
• Eye for Detail
• Problem Management
• Troubleshooting
• Service Desk
• PC Hardware
• Laptops
• Software Installation
• Active Directory
• User Management
• Apple MacOS
• IBM OS/2
• ITIL
• Microsoft Exchange Server
• Microsoft Office 365
• Microsoft Windows
• ServiceNow
• VPN
• Windows Azure Platform
• Windows Server

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Work Experience

• IT Service Desk Analyst L1/L2

  Aug 2022 - Sep 2024

  
  
  • • Handle E-mail, Calls, and Chat related to application issues faced by clients within SLA
  • • PC’s, laptops, printers, network connection, internet access standard and client’s application
  • • Standard client software installation, configuration, and update thru Software center
  • • User management (Password reset/Unlock account via Active Directory), file access permission management
  • • MS Authenticator and Company Portal set up • Azure Active Directory - MFA Resetting (MSP) • Create issue tickets by logging all pertinent information with outmost Quality and precision (SNOW Ticket System) • Deliver exceptional level of services to each customer by listening to concerns and answering questions
  • • Escalating issues accordingly • POC/Floorwalker for NAM region – Providing assistance to colleague • Performing L2 tasks • Performing backlogs, outbound calls and chasing users for pending tickets • Improve customer satisfaction • Resolve problems, improve operations and provide exceptional service.
  
  

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Education

• Degree: Bachelors Degree

  Major: Duration: Jun 2018 - Jul 2022