CV / English / IT Service Desk Analyst
Personal Information
- Name: Lucas Green
- Address: 342 Digital Lane, Techville, TX 75001
- Email: [email protected]
- Phone: (555) 342-9087
Professional Summary
Dedicated IT Service Desk Analyst with over 5 years of experience in supporting users in fast-paced technology environments. Adept at diagnosing and resolving complex technical issues, managing IT service ticket queues, and improving help desk operations. Committed to providing exceptional customer service and IT support.
Core Competencies
- Problem Resolution
- IT Service Management
- Help Desk Operations
- Customer Service Excellence
- Technical Support
- Process Improvement
- Incident Management
- Team Collaboration
Technologies & Certifications
- Operating Systems: Windows, macOS, Linux
- Software: Microsoft Office Suite, Google Workspace
- Tools: Zendesk, ServiceNow, JIRA
- Certifications: CompTIA A+, ITIL Foundation, Microsoft Certified: Windows 10
Professional Experience
IT Service Desk Analyst - Tech Solutions Inc., Techville, TX
October 2018 - Present - Managed the IT service desk for a company with over 1,000 users, resolving an average of 50 tickets per day. - Implemented a new ticketing system that improved the average resolution time by 20%. - Conducted training sessions for new employees on IT policies and tool usage, improving onboarding efficiency.
Junior IT Support Specialist - Digital Horizons, Dallas, TX
June 2016 - September 2018 - Assisted in the maintenance of IT infrastructure, including server setups and network configurations. - Provided timely technical support for both hardware and software issues, achieving a 95% customer satisfaction rating. - Participated in after-hours on-call support rotation, ensuring 24/7 IT assistance.
Education & Training
Bachelor of Science in Information Technology University of Texas, Dallas, TX Graduated May 2016
Certifications:
- CompTIA A+ (2017)
- ITIL Foundation (2018)
- Microsoft Certified: Windows 10 (2019)
Referees
Mr. David Hanson Senior IT Manager Tech Solutions Inc. Email: [email protected] Phone: (555) 342-9987
Ms. Angela Roberts IT Support Team Lead Digital Horizons Email: [email protected] Phone: (555) 323-5454