Associate Service Desk Advisor
Current• Assign user accounts to VMware Virtual Machines.• Review tickets to ensure proper documentation from Analysts.• Advise Analysts on correct ticket escalation paths.• Coaching Analysts to improve their skills and documentation.• Review and update Knowledge Base Articles with correct information.• Complete Service Now tasks within the client environments.• Participate in Knowledge Management Meetings bi-weekly.Tier 1 Service Desk Analyst April 2015 - September… Show more • Assign user accounts to VMware Virtual Machines.• Review tickets to ensure proper documentation from Analysts.• Advise Analysts on correct ticket escalation paths.• Coaching Analysts to improve their skills and documentation.• Review and update Knowledge Base Articles with correct information.• Complete Service Now tasks within the client environments.• Participate in Knowledge Management Meetings bi-weekly.Tier 1 Service Desk Analyst April 2015 - September 2017• Account Administration, creating accounts for company New Hires.• Printer Configurations, set up printers through the Maxim network.• Research and resolve Internal and External employee issues.• Remote into Internal employee computers to research and determine solutions for issues. • Collaborate with team members to research and obtain information that resulted in resolving issues efficiently.• Document Internal and External employee issues, escalating tickets when necessary using Remedy ticketing system.• Maintain, research and respond to user inquires via phone and email.• Experience with Remedy, Service Now, Microsoft Office, Interaction Client, and Citrix Receiver. Show less
