CV / English / Help Desk Analyst

Person Info

  • Name: Alex Mercer
  • Address: 2567 Digital Lane, Techville, Cyberstate, 80021
  • Phone: (555) 123-4567
  • Email: [email protected]


A highly dedicated and skilled Help Desk Analyst with over 5 years of experience in IT support, specializing in managing help desk operations, troubleshooting a wide range of technical issues, and providing exceptional customer service. Adept at diagnosing problems quickly and implementing effective solutions. Proven track record of enhancing user satisfaction and productivity through efficient problem resolution. Seeking to leverage expertise in a challenging environment to drive IT efficiency and support organizational goals.

Core Competencies

  • Problem-Solving Skills: Expert at diagnosing and resolving technical issues.
  • Communication Skills: Excellent verbal and written communication abilities.
  • Customer Service: Committed to delivering high-quality support and ensuring user satisfaction.
  • Technical Knowledge: Profound understanding of computer systems, software, and hardware.
  • Time Management: Efficient in managing multiple tasks and priorities.
  • Team Collaboration: Effective team player and able to collaborate with other IT professionals.

Technologies and Certifications

  • Operating Systems: Windows, MacOS, Linux
  • Software: Microsoft Office Suite, Adobe Suite, Ticketing Systems
  • Hardware: PCs, Laptops, Mobile Devices, Printers
  • Certifications: CompTIA A+, ITIL Foundation, Microsoft Certified: Windows 10

Professional Experience

Help Desk Analyst | TechSolution Inc. | 2018 - Present

  • Managed daily help desk operations, troubleshooting a variety of system and network issues.
  • Provided IT support to over 300 users, ensuring quick resolution to their technical problems.
  • Developed and maintained help desk documentation and procedures, improving resolution efficiency by 25%.
  • Implemented a new ticketing system that led to a 30% increase in help desk productivity.

IT Support Technician | GlobalTech Corp. | 2016 - 2018

  • Assisted in the maintenance and troubleshooting of IT infrastructure including hardware and software issues.
  • Played a key role in IT projects, including system upgrades and migrations, resulting in minimal downtime.
  • Trained non-technical users on best practices and use of new software tools.

Education and Training

  • Bachelor of Science in Information Technology University of Cyberstate, 2016
  • CompTIA A+ Certification, 2017
  • ITIL Foundation Certification, 2018


Available upon request.