It Help Desk
Resume:
AMIE PARKER
Dallas, TX
************@*****.***
IT HelpDesk Specialist
Summary:
Dedicated IT professional with 3+ years of experience in providing support to IT service requests using ServiceNow IT Help Desk. Strong knowledge of incident and request management with focus on customer satisfaction and efficient resolution.
Skills:
Product: ServiceNow
Incident management
Request management
Knowledge management
Reporting and analytics
Customer service
Work Experience:
IT Help Desk Specialist
University of Kentucky,
Lexington KY
March 2021 - Present
Roles & Responsibilities
An end-user reports a software issue and the ServiceNow IT Help Desk professional logs and triages the incident.
Supported the end-users to gain access to the system after logging themselves out of the system for excellent workflow, impersonate user profile to grant access and resolved the incident.
Worked with the software development team to diagnose the issue, provide a resolution, and close the incident.
Receiving common question from multiple end-users and creates a knowledge article to provide a solution. Added articles to the ServiceNow knowledge base, where it can be easily accessed by professionals and end-users in the future.
Created reports and analytics tools to monitor the performance of IT service delivery.
Identified trends and patterns in incidents and requests, and work with IT teams to improve the efficiency and effectiveness of IT service delivery.
As ServiceNow IT Help Desk professional I receives a call from an end-user reporting a hardware issue and provide technical support to diagnose the issue. If unable to resolve the issue, I escalate the incident to the appropriate IT team for resolution.
Engaged in user support interactions via telephone, chat, and email platforms.
Proficient in incident management and problem management.
Escalate incident tracking system to facilitate faster problem identification and resolution.
Troubleshooting steps and provided feedback regarding knowledge base articles and procedures.
Fredrick Hospital,
Fredrick, MD
Jan 2019 - Feb 2021
Roles & Responsibilities
Respond to IT service requests submitted through ServiceNow IT Help Desk, including software installations, hardware issues, and password resets.
After the assessment, the reported incident goes to the highly skilled technical specialists via email, assigning to the incident to proper assignment group or individual.
Manage and resolve incidents in a timely and efficient manner, prioritizing based on impact and urgency.
Collaborate with IT teams to provide technical support and resolve incidents.
Document resolutions and best practices in the knowledge base for future reference.
Monitor the performance of IT service delivery using reporting and analytics tools and identify areas for improvement.
Education:
University of Texas Arlington, United States
Masters In Healthcare Administration MHA (12/2022)
Niger Delta University, Nigeria
Bachelor of Science in Agriculture Education (12/2006)
Certification
ITIL
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