Service Desk Analyst

John Buchter

* **** ****** **** *****, Newark, Delaware 19711

302-***-**** ***********@*****.***

Qualifications Profile

Analytical and communicative help desk professional with 14+ years of progressive experience providing support for corporate companies. Efficient organizational leader with the ability to manage teams, enhance customer service, assess complex situations and formulate solutions. Proficient in providing information technology troubleshooting and problem solving in a fast paced environment.

Expertise in multi-tasking, time management and help desk protocol.

Adept at collaborating with teams to create accurate customer resolutions.

Detail oriented communicator with excellent written and verbal skills.

Proficiency in Active Directory, Microsoft Office, Windows and networking.

Background

Associates in Arts, Information Technology Concentration, 2012

University of Phoenix, Axia College – Online

United States Army, 1996-2000

Food Service Specialist, E-4 Specialist Ranking

Professional Experience

Computer Aid Incorporated, Newark, Delaware

Service Desk Analyst, 9/2015 – Present

Analyze and resolve incidents and requests regarding the use of application software or hardware for a fortune 500 Health Care Company.

Utilize Active Directory and Citrix profile management to address account and profile access related issues.

Provide first and second line support to troubleshoot connection or access related problems using industry specific software.

Solve technical problems related to hardware, such as Blackberry, Laptops, PCs and Printers.

Log and track incidents and requests from identification through to resolution.

Collect information through customer conversations, support tool access.

Collaborate with additional support staff to resolve issues at first contact.

Escalate incidents to external teams to help resolve issues and maintain communication with teams to ensure quality and timely resolution.

Host Merchant Services, Newark, Delaware

Operation and Technical Support, 5/2013 – 4/2015

Configured, tested, installed, maintained, and solved problems related to point of sale and credit card terminals for businesses.

Monitored and reported negative financial impacts to the Operational Manager and CEO.

Recorded and managed customer issues with web based ticketing system.

Prioritized issues based on complexity, customer needs, and financial impact to customer and company.

Developed multiple protocols for the company related to deployment, logistics, and service disruption resolutions for customers.

Trugreen Companies, Newport, Delaware

Field Service Manager, 5/208 – 7/2010

Supervised and coordinated training and development of route technicians in the tri-state service area.

Responded to customer concerns through face-to-face interactions and phone consultations in a timely manner.

Assisted branch departments in associate retention, customer retention, and daily operational responsibilities.

Scheduled and assigned work to route technicians.

Supervised internal operations including interviewing and hiring processes; communication with Corporate, upper management, staff and customers using email, written letter, phone, and two-way radios.

Maintained evaluation and training logs for employee annual reviews.

Trained personnel using computer resources such as Microsoft Word, PowerPoint, and Excel.

Trugreen Companies, Newport, Delaware

Sales/ Customer Service Specialist, 1/2002 3/2008

Delivered customer service, created quality customer leads, and sold services to existing and potential clients.

Visited customers and addressed concerns with scheduled meetings and follow-ups.

Tracked sales and customer retention and displayed for associates.

Maintained weekly cancel reports and sent to region office

Assisted the front line (Front Office) with phone answering, resolving customer concerns, and taking payments.

Coordinated with the Branch manager regarding weekly cancels and monthly/ annual progress.

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