IT Help Desk Analyst resume highlight

CVS November **** – Present

• Ensure timely response of all the tickets raised by the client end user.

• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solution as per the defined resolution timeframe.

• Provide an acceptance and immediate resolution to the high-priority tickets/ service.

• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations.

• Track all the tickets from acceptance to the resolution stage as per the resolution time defined by the customer.

• Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint).

• Log all calls in the Service Desk ticketing tools such as ServiceNow.

• Basic Active Directory knowledge. Creating user accounts and reset passwords IT Helpdesk

Stefanini March 2017 – November 2018

• Installing new software and hardware components.

• Regularly evaluating our IT systems to ensure they meet the necessary demands.

• Assisting with network administration tasks.

• Ensuring data storage is safe and secure.

• Resolving all issues coworkers have with their IT systems and software.

• Educating coworkers about network security and best practices for computer usage.

• Supporting the day-to-day operations of our computer network. Tata Consultancy Services

Kathleen Rose V. Dumalaog

B3 L1 Athena St. Phase 2 North Olympus Quezon City 092*-*******

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

Experience

IT Help Desk Analyst

Cognizant Technology Solutions Inc.

Union Bank of Switzerland Account

8/10, Upper McKinley Building, Taguig City

July 2016 – December 2016

• Acts as the point of contact within a global support structure for diagnosis and resolution of incidents

• Logs incidents and service requests and maintains relevant records

• Provide support to users for Office 365, MS Exchange, Citrix, VPN, and other Internal tools and applications

• Assists users and members for password reset for applications using Active Directory and other Internal tools such as Mainframe

• Perform network troubleshooting

• Monitor issues from start to resolution

• Provide remote assistance to users

• Escalate, if needed, unresolved problems to a higher level of support Certificates

Microsoft 365 Fundamentals

ITIL Fundamentals

Knowledge Base Specialist

Educational Background

Tertiary

Bachelor of Science in Information Technology

Far Eastern University – East Asia College

Sampaloc, Manila

2009 -2016

Skills

• Microsoft Office

• Mainframe

• Office 365

• HTML

• VPN

• Troubleshooting

• Networking

• Active Directory

• Azure Active Directory

• Customer Satisfaction

• Analytic Skills

• Computer Hardware

• Oracle Database

• SAP

• Citrix

• MS Intune

• MFA

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