Service Desk Analyst
Resume:
G I N A K A B A M B A
houston, t exas - g i ***********@*****.***
P R O F E S S I O N A L S U M M A R Y
Seasoned professional coming with strong knowledge of CRM systems and practices, and 3-4 years’ proven customer support. Certified in IT Service Management. Experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
S K I L L S
● Active Directory
● Basic/Intermediate Troubleshooting
● ServiceNow
● First/Second level point of contact
● Ticketing Systems
● Password Policy
● Remote desktop
● Computer Hardware
● Imaging
● Office 365 Licensing
● Group policy management
● Incident Management
● Tracking and Documentation
● Basic SQL for retrieving data/creating reports
● VPN/VLAN management
● Service Level Agreements (SLA)
● ITIL Framework
● Knowledge Base
● User Training
CERTIFICATIONS
ITIL V4 FOUNDATION in IT SERVICE MANAGEMENT
The ITIL V4 Foundation certification offers an introductory understanding of IT service management principles and practices, emphasizing the alignment of IT services with business goals. Covering service lifecycle stages, guiding principles, and a service value system, it equips individuals with fundamental knowledge to contribute to effective service delivery and continual improvement. Structured Query Language
Structured Query Language (SQL) is a standardized programming language utilized for managing relational databases. It enables crucial database operations, including data retrieval, manipulation, and definition. SQL also provides features for ensuring data integrity, security, and query optimization, making it a foundational tool for professionals in data management and analysis.
EXPERIENCE
Service Desk Analyst
Team Incorporated, Modis April 2023 - Current
● Assist users with software-related inquiries and applications.
● Diagnose and resolve hardware problems (desktops, laptops, printers).
● Address network connectivity issues and troubleshoot configurations.
● Manage user accounts, password resets, and access permissions in Active Directory.
● Utilize remote desktop tools for immediate user assistance
● Assist with cloud-based services and applications when necessary.
● Use scripting skills to automate routine tasks and improve support efficiency.
● Guide users through data backup and recovery procedures.
● Ensure antivirus and endpoint security measures are up to date.
● Assist users in configuring and troubleshooting VPN connections.
● Maintain an accurate inventory of hardware assets.
● Set up and configure peripherals (printers, scanners, monitors) as needed.
● Contribute to the knowledge base by creating and updating articles.
● Utilize remote support tools for efficient user assistance.
● Manage software installations and updates to keep users up to date. Service Desk Analyst
Capgemini, Progressive Insurance January 2023 - March 2023
● Engaged in user support interactions via telephone, chat and email platforms.
● Researched and identified solutions to technical problems.
● Collaborated with vendors to locate replacement components and resolve advanced
problems.
● Addressed user customer service concerns and decided when to escalate problems to specialist team members.
● Offering assistance in implementing and developing training programs.
● Patched software and installed new versions to eliminate security problems and protect data.
● Document resolutions and updates self-help and knowledge base
● Follows up with other support involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete Customer Service Specialist
Maximus, Nesco Resources October 2021 - July 2022
● Payment Processing. Handle payment transactions and address payment-related inquiries throughout the day.
● Product Knowledge. Continuously update and utilize in-depth product or service knowledge to assist customers.
● Maintain accurate records of all customer interactions, including issues and resolutions.
● Utilize proficiency in additional languages when serving a multilingual customer base.
● Apply critical thinking skills to effectively address unique or complex customer issues as they arise.
● Demonstrate empathy and compassion in every customer interaction to enhance the customer experience
● Skillfully resolve customer disputes or conflicts while maintaining a positive customer experience.
● Understand and analyze customer service metrics to identify areas for service quality improvement and take action accordingly.
Account Manager/Sales Representative Customer Service Support Cox Communications December 2020 - August 2021
● Account Management. Manage and update customer accounts, including contact details, order history, and preferences.
● Order Processing. Process customer orders, ensuring accuracy and timely delivery.
● Cross-Selling and Upselling. Identify opportunities to cross-sell or upsell additional products or services to existing customers.
● Sales Targets. Work towards achieving daily, weekly, or monthly sales targets and quotas.
● Utilize Customer Relationship Management (CRM) software to track interactions, manage leads, and record customer information.
● Documentation.Maintain accurate records of sales interactions, customer communications, and sales activities.
● Provide regular sales reports and updates to management.
● Problem-Solving: Address customer issues or concerns promptly and find solutions to maintain customer satisfaction.
● Product Knowledge. Maintain a deep understanding of the company's products or services to effectively communicate their value to customers.
● Sales Training. Participate in ongoing sales training to improve selling techniques and product knowledge.
References (Supervisor)
Edward Medrano: +1-915-***-**** (Cox Communications) Jason Wright: +1-443-***-**** (Capgemini)
Courtney Allen: +1-754-***-**** (TEAM INC)
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