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Service Desk Analyst

San Antonio, TX
September 24, 2018

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Reggie Hock ■ 210-***-****

Technology Skills

Technical Troubleshooting

Browsers: Safari, Chrome, Firefox, IE.

Platforms: Windows

Software Installs

Hardware: PCs, Laptops, Printers, Modems, Routers, Tables, Phones

Phone & Online Support (Chat & Remote)

Hardware Configurations

LAN Connectivity

Software : Mac OS, Windows 7, Outlook Exchange Pro, iWork, iLife, MS Office, Bomgar, VMWare, IDCOMM, Jabber, Service Now, Citrix Director

Networking: LAN & VPN/Remote Connectivity, TCP/IP

Python (Beginner *currently studying)

Virtual Machines (VMWare, Bomgar, Virtual Box)

Financial Applications


HCL Technologies/USAA, San Antonio, Texas

Service Desk Analyst 07/2018 - Present

•Assisted with software patches/issues

•Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions

•Identified priority calls and highlighted potential problems

•Used ServiceNow call tracking systems to log, track and manage Incidents and Service Requests

•Performed password administration and access support for Active Directory, IDCOMM, Jabber and many other internal applications onsite and remote.

R2K Real Estate, San Antonio, Texas 8/2014 to 07/2018

KIOSK Desktop Technician/Trainer

Update patches whenever available for 15 devices/computers and keep information synced.

Trained over Windows, iPads, iMacs and iPhones over how to utilize devices efficiently within real estate.

Complete repairs on devices or appropriate destination per device in order to provide quick turn around for Broker.

Managing and monitoring all installed systems

Installing, configuring, testing and maintaining operating systems, application software and system management tools.

Travel to Austin branch to help with infrastructure (network/system) issues when needed.

Apple, San Antonio, Texas 2/2015 to 8/2015

At Home Help Desk Tier 1 & 2

Build and maintain successful relationships with service providers, dealers and consumers.

Answer inbound customer inquires and to troubleshoot issue for resolution while ensuring the customer receives a world-class experience.

Utilize excellent decision-making and communication skills to respond to incoming calls from customers.

Inform customers about issue resolution progress.

Family Room Specialist, San Antonio, Texas 03/2012 to 02/2015


Multitask in a high pace retail environment with a variety of customers

Troubleshooting and problem solving with customers technical issues

Proven verbal communication with customers according to Apples policies

Managing a consistent high volume traffic flow.

Building rapport and probing for the proper customer needs

Strong knowledge of Apple products and services

Specialist, San Antonio, Texas 08/2011 to 03/2012


Create long-lasting relationships with customers through positive sales journeys.

Show the difference of environment for Apple and everyone else personally and business oriented.

Certified in multiple software applications

Develop and present keynotes via large and intimate group training

Lead workshops demonstrating to customers how to utilize Apple products


Associate of Science: Pre-Law

Brevard College - One Brevard College Drive, Brevard, NC 28712

•Emphasis in International Law

•Minor in Computer Science


•Small Device (iOS) certification

•iWork (Pages, Keynote, Numbers)

•iLife (iTunes, Garageband, iMovie)

•AppleCare Mac Technician

•AppleCare iOS Service

•Apple Certified Mac Technician (ACMT 2017)

•Apple Service Fundamentals (SVC-17)

•CompTIA A+

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