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IT Service Desk Analyst with 5+ years in technical support and management
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Competencies
Administers user accounts, security groups, and handles permissions within Active Directory.
Provides assistance across hardware, software, network, VPN, and remote desktop issues for varied users.
Supports Azure AD, Office 365, and G Suite environments, managing user accounts and security settings.
Handles customer interactions across multiple channels, demonstrating strong language and cultural skills.
Supervised staff performance and maintained service quality standards.
Education
Languages
Summary
Experienced in managing user accounts, technical support, and service quality for diverse organizations, with multilingual capabilities.
Key Achievements
- Managed and supported Active Directory, Azure AD, and Office 365 environments for multiple organizations
- Provided multilingual support, assisting global teams in English and Spanish via calls, emails, and chats
- Supervised staff and ensured quality assurance in customer service at 24.7 Intouch
Experience
L1 Service Desk Analyst
Handled a variety of communication channels, including calls and chats, to assist team members with their technical issues and inquiries., Management of AD accounts, Management of Azure AD and Office 365, Management of Outlook profiles, Resolve inquiries of firewalls, network, VPN solutions, and remote desktop services
IT Service Desk Analyst
Provided support for global teams by taking calls in both English and Spanish, demonstrating strong language skills and cultural sensitivity, Handled a variety of communication channels, including calls, emails, and chats, Worked extensively with GSuite Workspace, managing and administering email accounts., Assigned appropriate security groups using Active Directory., Proficient in creating, editing, suspending, and repositioning user accounts within the organization using Active Directory.
Temporary Supervisor
Supervised Staff, Performance Monitoring, Customer Escalations, Quality Assurance
Customer Service Representative
Customer Interaction, Issue Resolution, Product/Service Knowledge, Team Collaboration
Developer Internship
Software development, Hardware and software maintenance