Technical User Support Analyst
Mounds View, Minnesota, United States
● Provided technical support to Medtronic employees in both English and Spanish ensuring the timely resolution of IT issues to end users globally ● Supported a wide range of hardware and software, including desktops, laptops, printers, mobile devices, including Windows 10 & 11, Apple MacOS, iOS, and Android devices across company● Trained new Medtronic employees on how to use and troubleshoot software and hardware, resolve tickets, and solve user issues while they shadowed me● Recognized for high resolution rates, low-call times, and consistently positive customer surveys● Diagnosed and resolved hardware and software problems, including troubleshooting operatingsystems, network connectivity, and user device issues promptly and efficiently● Assisted in the setup, configuration, and deployment of software applications and updates● Tracked, documented, and managed all support requests and incidents in the ServiceNowhelpdesk ticketing system, ensuring accurate and up-to-date records.● Contributed to the development and maintenance of Medtronic’s support documentation andknowledge base articles for Medtronic Global IT Support Desk and end-users● Collaborated with team members to provide constructive feedback on support tickets,enhancing overall team performance and efficiency● Utilized remote tools like Windows Remote Desktop, Zoom and Microsoft Teams to conductvirtual troubleshooting sessions, facilitating quick issue resolution and minimizing downtime.
