CHIANDRA MAYSONET
New York
Summary
Results-driven IT Help Desk Analyst with 3+ years of experience supporting enterprise systems, government, healthcare, and entertainment industries. Proven ability to resolve incidents efficiently, while maintaining exceptional attention to detail, and delivering top-tier customer service. Skilled in Windows and macOS support, account management, authentication systems, network troubleshooting, and desktop hardware. Recognized for clear communication, rapid issue resolution, and mentoring junior team members to drive team success in fast-paced technical environments.
Overview
9
9
years of professional experience
2
2
Certifications
Work History
Technical Support Analyst
New York State Office of Information Technology
Remote
08.2025 - Current
- Managed onboarding and offboarding for on-site and remote employees, including user provisioning/deprovisioning across Google Workspace, Okta, Slack, and Zoom, ensuring timely access and secure offboarding
- Automated and standardized onboarding workflows, generating onboarding checklists and Slack welcome messages to improve new-hire experience and reduce setup time by 60–70%
- Perform triage and resolution of incidents, including password resets, account unlocks, authentication issues, network connectivity troubleshooting and printer issues
- Provide rapid and accurate Level 1-2 technical support to all New York State agencies and public-facing NYS site users across phone, chat, email, and walk-up channels
- Utilize knowledge base content, standard procedures, and technical expertise to resolve issues efficiently and escalate when appropriate
- Document all customer interactions, relevant details, troubleshooting steps, and solutions in ServiceNow with clarity and accuracy
- Provided day-to-day IT support through ticketing and categorizing and prioritizing requests to ensure fast resolution and SLA adherence while escalating complex issues when needed
- Identify, coordinate, or escalate hardware and software service requests and monitor status to completion
- Support Windows 10, macOS, Outlook, VPN clients, and multiple enterprise applications across diverse user roles
- Act as a subject matter expert (or selected support areas and assist in training and mentoring new Service Desk associates
Help Desk Support
Bowery Farming
New York
03.2021 - 02.2024
- Delivered end user technical support for internal staff across departments, providing assistance with software, hardware, VPN, and remote access
- Logged, tracked, and resolved Tier 1 and Tier 2 incidents, escalating complex issues to cross functional support teams to ensure timely and thorough resolution
- Prioritized user satisfaction, resolved 95% of incoming tickets within SLA timeframes, and was recognized for outstanding service and responsiveness
- Responded to help desk inquiries via phone, email, and ticketing system (ServiceNow), maintaining a courteous, confident, and service-first tone in all user interactions
- Maintained and supported Zoom Rooms, AV conference setups, and internal meeting tools for hybrid collaboration
- Proactively stayed up to date with internal systems, tools, and procedures through documentation reviews, hands on testing, and team training
Receptionist Manager
Bronx Care Hospital
New York
03.2019 - 04.2020
- Provided executive support to hospital administration team by managing calendars, coordinating interdepartmental meetings and creating monthly performance reports for hospital board meetings
- Supervised team of 6 receptionists across multiple departments, implementing training programs and new patient communication protocols that improved customer satisfaction scores by 35% within 6 months
- Managed administrative budget of $100K, identifying cost-saving opportunities resulting in 18% reduction in expenses compared to the previous year
- Organized and maintained executive filing system, ensuring quick access to critical documents while maintaining confidentiality
Executive Assistant to VP of Marketing
Universal Music Group - Def Jam
New York
05.2017 - 02.2019
- Managed Outlook calendar for VP of Marketing, coordinating 20+ weekly meetings across multiple time zones while maintaining scheduling accuracy
- Coordinated international travel arrangements including flights, accommodations and detailed itineraries, reducing travel expenses by 25% through strategic booking within my first year
- Planned executive meetings via Zoom, Microsoft Teams, and Google Meet and executed annual events, managing budgets up to $50K while consistently coming in under budget
- Screened daily communications, reducing executive inbox volume through effective prioritization and routing
- Developed standardized policies and procedures to direct team of 3 junior assistants
- Produced high-level presentations for executive meetings and board presentations using Keynote and PowerPoint, receiving consistent praise for quality and attention to detail
- Managed department budget of $250K, tracking expenses using Concur and identifying cost-saving opportunities that resulted in 15% annual savings from previous year
- Coordinated complex multi-stakeholder projects, including album launches and marketing campaigns to ensure all deadlines were met
Education
B.S. - Communications
York College
Queens, NYSkills
- Attention to detail
- Connectivity support
- Strong Customer Service
- Excellent Written and Verbal Communication
- G-Suite
- JIRA
- MacOSX
- MS365
- Networking Configuration
- Office Administration
- OKTA
- Organizational Skills
- Remote access
- Remote/White Glove Support
- ServiceNow
- TCP/IP
- WAP
- Eager to earn new tools and technologies
- Windows 7/8/10/Vista
- Printers/Scanners
- Peripherals
- Spanish (Native - Bilingual)
Certification
CompTIA A+, 05/01/25
Timeline
Technical Support Analyst
New York State Office of Information Technology
08.2025 - Current
Help Desk Support
Bowery Farming
03.2021 - 02.2024
Receptionist Manager
Bronx Care Hospital
03.2019 - 04.2020
Executive Assistant to VP of Marketing
Universal Music Group - Def Jam
05.2017 - 02.2019
B.S. - Communications
York College