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Usaa Kforce Inc - Service Desk Analyst Resume Example

Ikven Eriuordgz
XXXX XXXXXXXX, San Antonio, TX 78245 XXXX XXXXXXXX, 78245, San Antonio TX
Professional Summary
Proven IT Specialist with 5+ years experience in supporting large corporate environments as well as established operations leveraging expertise in smaller organizations. Highly adaptable expert in computer networking, Monitoring and complex problem solving to provide exceptional user support and assistance in resolving conflict. Experience includes managing sensitive materials, supporting critical   applications, monitoring network performance, corporate communications whilst providing exceptional customer service.

  • Critical Thinking
  • Administration and Management
  • Judgment and Decision Making
  • Network, Services and Performance Monitoring
  • Complex Problem Solving
  • Operations Analysis
  • Time Management
  • Social Perceptiveness
07/2013 to Current
Technical Team Lead Capital Group (Randstad technologies) - San Antonio, TX
  • Compile and trend service desk analytical metric data
  • Tasked with handling highly complex unresolved application or system errors.
  • Perform network port monitoring to capture allowed, dropped, or rejected traffic and help to establish rules as necessary.
  • Monitor, troubleshoot, and manage the health and capacity of the virtual network environment using vROps.
  • Oversee the installation of department-specific applications and support systems.
  • Manage Installation, configuration, administration, troubleshooting and maintenance of VMware virtual infrastructure. (vSphere 5.5) platform.
  • Tasked to analyze, investigate and act on critical network or system outages.
  • Liaise with other IT support groups to identify responsibilities or tasks to transition to the service desk.
  • Provide project oversight for facility setup and deployment of IT infrastructure changes.
  • Maintain asset inventory of devices and equipment assigned within our project
  • Mentor analysts strengthening critical thinking, problem solving and communication skills
01/2013 to 07/2013
Service Desk Analyst USAA (Kforce Inc) - San Antonio, TX
  • Provide first point of contact support for entire enterprise with complex incidents submitted via telephone, Email or chat. 
  • Utilized knowledge base and incident tracking per established sop's
  • Manage LAN id's, printers, groups, organizational units, emails and drive mappings for end users
  • Handled remote software deployment and configuration for various productivity applications
  • Set up, configure, & troubleshoot local and remote IP office phones, iPad, Android, blackberry, air cards and mifi devices
  • Assist remote field users with laptop encrypted login, token security, and troubleshooting.
  • Shipped and configures work from home employees with cicso routers, modems and additional remote office hardware.
  • Monitored and analyzed network performance for wfh employees ensuring stability and reliability.
  • Troubleshoot various LOB applications and tools ensuring timely resolutions and completion of open incidents
11/2011 to 12/2012
Technical Support Analyst JPMorgan Chase - San Antonio, TX
  • Provided 80% phone support troubleshooting all HP/Compaq PC, mobile, web issues within the nationwide Chase network for end-users in order to provide a more fluid experience for clients.
  • Provided 20% desktop support remotely resolving on average 12-15 complex issues per day including troubleshooting, navigation or installation of software.
  • Achieved an average 90% success rate of resolving technical issues whilst authoring knowledge. 
  • Assisted branch representatives establish printers,thin clients and devices to our internal network.
  • Communicate directly with branch representatives, branch managers, district managers and Regional managers to resolve customer's technical issues and ensure a great customer experience.
  • Manage problem resolution of tickets and research needed to be conducted for our clients or branch associates in order to resolve and maintain resolution
02/2008 to 02/2011
Team Lead Verizon Wireless (Afni) - San Antonio, TX
  • Provided positive constructive feedback to 23 service representatives as a side by side quality coach to ensure excellent customer service at all times
  • Established printers on workstations for wireless use for management and csr's
  • Remotely monitored agents ensuring security compliance.
  • Monitored calls for quality assurance while compiling agent's responses, tone, knowledge and overall efficiency, to ensure proper call handling.
  • Developed action plans specific to agent's needs setting attainable milestones.
  • Reviewed metrics daily maintaining service levels and agent stats  to provide accurate performance feedback.
  • Managed agent schedules, adherence, and time cards.
27 credit hours: Culinary Arts St. Philip's College - San Antonio, TX
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Resume Details

This is a real resume for a Service Desk Analyst in San Antonio, Texas with experience working for such companies as Capital Group Randstad Technologies, Usaa Kforce Inc, Jpmorgan Chase. This is one of the hundreds of Service Desk Analyst resumes available on our site for free. Use these resumes as templates to get help creating the best Service Desk Analyst resume.

Previous Companies:

  • Capital Group Randstad technologies
  • USAA Kforce Inc
  • JPMorgan Chase

Previous Job Positions:

  • Service Desk Analyst
  • Technical Support Analyst
  • Team Lead


  • St. Philip's College

Level of Education:

  • 27 credit hours

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