Summary
Overview
Work History
Education
Skills
Timeline
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Aimee Walsh

Rialto,USA

Summary

Professional IT service professional with in-depth experience in troubleshooting, technical support, and customer service. Strong focus on team collaboration and achieving results, ensuring reliability and adaptability to changing needs. Skilled in managing IT incidents, providing technical solutions, and maintaining system performance with high standard of quality. Known for clear communication, problem-solving abilities, and commitment to excellence in every task.

Overview

22
22
years of professional experience

Work History

IT Service Desk Analyst

EIS Legacy, LLC.
04.2003 - Current
  • Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
  • Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
  • Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
  • Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
  • Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
  • Established strong working relationships with internal stakeholders, fostering collaboration and improving overall IT service delivery.
  • Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
  • Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
  • Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
  • Used ticketing systems to manage and process support actions and requests.
  • Created user accounts and assigned permissions.

Education

Bachelor of Science - Information Technology Project Management

ITT Technical Institute
San Bernardino, CA
03.2016

Skills

  • System performance monitoring
  • Experienced with ticket management software
  • Remote troubleshooting
  • Application troubleshooting expertise
  • Incident response management
  • Comprehensive IT support services
  • Cybersecurity awareness
  • Escalation management
  • Service desk experience
  • Microsoft windows and office
  • System administration
  • User credential management

Timeline

IT Service Desk Analyst

EIS Legacy, LLC.
04.2003 - Current

Bachelor of Science - Information Technology Project Management

ITT Technical Institute

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