Desk Analyst Help

WATKUNA JOYCE

Fairmount Heights, MD/240-***-****

***********@******.***

Skilled, Resourceful and Self-motivated professional with over 2 years’ experience in Information Technology. In-depth expertise in the implementation, analyzing, optimizing, troubleshooting and documentation of data and IT systems. Strong "hands-on" technical knowledge with computer information. Comfortable working independently or within a team environment and Active Directory Domain Issues Collected and reported desktop, laptop configurations and asset management Information in ITSM. Imaged desktop & laptop computers through SCCM server for PC refresh project.

SKILLS

Proficient in MS Office Suite Microsoft Excel Power Point and Break & fix. Imaging PC Laptops Troubleshooting POWERSHELL REMEDY TICKETING SYSTEM SNOW INCIDENT REPORT MANAGEMENT INCIDENT RESPONSE MANAGEMENT RED-HAT CENTOS 6/7 DNS DHCP SPLUNK AWS JIRA

EXPERIENCE

JAN 2021 – TO DATE

HELP DESK ANALYST, Resort Health Services, Boston, MA

Documenting incident and resolution using service now ticketing system.

Utilize various communication methods including email and instant messaging applications using Microsoft Teams.

Troubleshooting citrix gateway VPN issues and also citrix director to reset citrix session for end user.

Assist with password reset for different applications without single-sign on

SEPTEMBER 2017 – DECEMBER 2020

SERVICE DESK ANALYST, Caring Hands Health Solution, Baltimore, MD

Setting up of New Users and Applications and providing technical support for customers on site, on phone and remotely using TeamViewer or Remote Desktop

Installation, maintenance and troubleshoot of Microsoft operating systems Windows 10 and other third-party OEM applications.

Incident resolution, closure and documentation using Managed Engine Service Desk Plus ticketing system in MTTR as defined by SLA.

EDUCATION

SEPTEMBER 2021

UNIVERSITY OF BALTIMORE

REFERENCES

Upon request.

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