IT Service Desk Analyst
Resume:
Melanie McIntyre
****************@*****.***
Professional Summary
Excellent record of dependability, reliability, integrity, and professionalism. Excellent verbal and written communication skills. Proven ability to identify, analyze, and resolve problems. Technologically advanced.
Infinite Computers/Molina Healthcare; Feb 2023 – Present
Service Desk Analyst
Duties: Answers, evaluates, and prioritizes incoming telephone requests for assistance from users experiencing problems with hardware, software, networking, printing, and other computer-related technologies. Create tickets for level 2 and above technical issues.
Modis/Logista; May 2022–Feb 2023
NOC Helpdesk Technician
Duties: Responsible for monitoring and maintenance of customer networks with cutting edge technology as well as diverse corporate environments. Worked closely with service dispatch, outside vendors and carriers to meet customer SLAs, minimize circuit outages and resolve workstation hardware and software related issues.
Personnel Resources; May 2021–April 2022
IT Helpdesk Support
Duties: Answered phones for students and staff. Reset passwords and assisted with basic technical issues. Created tickets for level 2 and above technical issues.
Sitel; March 2020 - January 2021
Remote Customer Service/Sales Specialist
Duties: Handled inbound sales calls from prospective customers, recommended packages and closed the sale.
Medical Emergencies; August 2016 - March 2020
Had 2 major emergency surgeries and was unable to work during this time.
HealthPlan Services; November 2014- July 2016
Remote Support Analyst II
Duties: Provided technical support to 1000+ computer users concerning hardware and software, resets/unlocks, operating systems, VPN, Active Directory, Microsoft Office and other business software. On-call rotation.
Contract Assignments; March 2012 – November 2014
Tapfin; Network Operations Center (NOC) Technician
Duties: Provided first point of contact for platform issues including alarm monitoring, ticketing, escalations, and critical outages.
Randstad, Inc; Desktop Support Specialist
Duties: Provided technical support to 500+ computer system users within the company.
Aerotek, Inc; Appraisal Quality Control Analyst
Duties: Executed a defined pre-underwriting process for mortgage appraisal products.
Stream Global Services; November 2009 – February 2012
Dell Enterprise Support Specialist / Chat Agent
Duties: Provided technical support for telephone/email/chat and remote diagnostics of Dell products. Identified and solved problems, investigated causes, and recommended solutions including dispatching parts.
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