Navitaire application support analyst ✈️| Incident Management

Experienced Desktop Support Engineer and Service Desk Engineer with 5.7 years of comprehensive experience in providing technical support, troubleshooting, and maintaining IT infrastructure to ensure smooth operations. Proficient in resolving hardware, software, and network issues promptly to minimize downtime and enhance user productivity. Skilled in managing IT service requests, incident resolution, and user training. Adept at collaborating with cross-functional teams to deliver exceptional customer service and drive continuous improvement initiatives.Provided technical support and assistance to end-users, troubleshooting hardware, software, and network issues promptly and effectively.Installed, configured, and maintained desktops, laptops, printers, and other peripheral devices ensuring optimal performance and reliability.Managed user accounts, permissions, and access rights through Active Directory.Conducted user training sessions on software applications and best practices for efficient usage.Collaborated with cross-functional teams to implement IT projects and upgrades, ensuring seamless integration and minimal disruption to operations.Maintained inventory of hardware and software assets, ensuring accurate records and timely replenishment.Provided first-line technical support to end-users via phone, email, and remote assistance tools, resolving issues related to hardware, software, and connectivity.Documented and tracked support tickets using ticketing systems, ensuring timely resolution and accurate reporting.Collaborated with second-line support teams to escalate and resolve complex technical issues efficiently.Conducted root cause analysis of recurring issues to identify underlying problems and implement permanent solutions.Assisted in the rollout of new software applications and updates, providing user training and support as needed.Maintained knowledge base articles and technical documentation, facilitating self-service support for end-users.

Extensive experience supporting telecom infrastructure, including routers, switches, and telephony equipment. Demonstrated ability to ensure seamless communication channels for both internal teams and external clients. Capable of performing hardware upgrades, installations, and repairs with precision and efficiency. Familiarity with hardware diagnostics tools and techniques to identify and resolve hardware failures promptly. Proficient in troubleshooting, diagnosing, and resolving hardware, software, and network issues for desktops, laptops, and peripherals. Skilled in deploying, configuring, and maintaining operating systems (Windows, MacOS, Linux) and productivity software suites.