COURTNEY LEE
Houston,TX
Summary
Talented customer oriented Service Desk Analyst with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support. Proven skill in resolving problems quickly on first call.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Robert Half
02.2024 - 04.2024
- Provide first-line technical support to internal users via phone, email, and ticketing system
- Administer and maintain Active Directory user accounts and groups
- Assigned permissions and managed access control for various systems and applications.
- Handled onboarding processes for new hires, ensuring timely account creation and setup.
- Managed offboarding processes for departing employees, including deactivating accounts and revoking access.
- Utilize SQL for database queries and data manipulation tasks
- Manage asset inventory and procurement processes to ensure accurate tracking and optimization of resources
- Configure and manage Intune for mobile device management
- Set up and maintain Amazon Connect for call center operations
- Provided frontline support to users experiencing issues with Salesforce CRM, offering prompt and effective resolution to ensure minimal disruption to business operations
- Perform data fixes and manipulations as needed to resolve issues and maintain data integrity
- Administer and support O365 applications and services
- Provided exceptional customer support during high-profile events such as product launches/company-wide system migrations.
- Provided IT support to non-technical internal users through desk side support services.
IT SERVICE DESK ANALYST
Eteam
06.2023 - 02.2024
- Delivering end-user technical support through various help desk channels
- Managing user accounts and permissions within the organization's systems
- Adhering to service level agreements (SLAs) by escalating unresolved incidents to appropriate support tiers
- Recording and monitoring tickets using ServiceNow for efficient tracking and resolution
- Contributed to the development and maintenance of help desk knowledge base articles and troubleshooting guides
- Performing proactive maintenance on client devices, including security patch installations and software updates
- Installing packaged software remotely using designated access tools
- Offering remote assistance for hardware issues, spanning keyboards, hard drives, desktops, laptops, printers, and VMware environments
- Proficient in Windows operating systems (7, 10, 11), Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), and configuring remote networks via TCP/IP and VPN technologies
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
MICROSOFT IT SUPPORT SPECIALIST
Catalyte
02.2023 - 05.2023
- Foster positive interactions with customers, employing empathy to effectively address and resolve technical issues to their satisfaction
- Perform initial troubleshooting of routine incidents and resolve them promptly within the ServiceNow platform
- Managed Microsoft Office 365 and Exchange on-premise servers, ensuring smooth operation and administration
- Knowledgeable in networking protocols including HTTP, DNS, and TCP/IP
- Experienced in configuring and supporting Outlook for iOS, Outlook for Android, and Outlook for Mac
- Skilled in Azure Active Directory management, Identity and Access Management, and Office 365 Identity Management
- Proficient in Cloud User Management and configuration, facilitating efficient cloud-based operations
TECHNICAL SUPPORT SPECIALIST
Slingshot Connections
08.2021 - 04.2022
- Provided first-level technical support to end users on proprietary software and applications, including installation, basic usage, and appropriate service level to warranty
- Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues
- Established patterns to reoccurring issues and provided input to development teams
- Worked with internal and external partners to improve customer and vendor payment experience
Education
INFORMATION TECHNOLOGY BACHELOR'S -
WESTERN GOVERNORS UNIVERSITY
01.2026
Skills
- Technical Support
- Network troubleshooting
- Azure/Active Directory
- Remote End-user support
- System Upgrades
- User account administration & management
- System monitoring
- Ticketing system proficiency
- Networking
- Microsoft office 0365
- Customer Service
- Windows 10/11
Certification
Microsoft Certified 365 Fundamentals
Personal Information
Title: IT SERVICE DESK ANALYST
References
- Jason Bell, Manager, Eteam - Progressive, +1 (443) 220-5132
- Mitch Gillis, Manager, Robert Half- Just Energy, +1 (281)785-9150, mitchgillis@outlook.com
- Jeremiah Cotton, IT service desk analyst, Catalyte, +1 (346)762-8480
Microsoft Certified: Microsoft 365 Fundamentals
- Core Microsoft 365 Services: Understanding Microsoft 365 products like Office 365, Exchange, SharePoint, Teams, and others.
- Cloud Concepts: Basic understanding of cloud computing and Microsoft cloud architecture.
- Security and Compliance: Knowledge of security, compliance, privacy, and trust in Microsoft 365.
- Pricing and Support: Understanding Microsoft 365 subscription models, pricing, and service levels.
Timeline
IT Service Desk Analyst
Robert Half
02.2024 - 04.2024
IT SERVICE DESK ANALYST
Eteam
06.2023 - 02.2024
MICROSOFT IT SUPPORT SPECIALIST
Catalyte
02.2023 - 05.2023
TECHNICAL SUPPORT SPECIALIST
Slingshot Connections
08.2021 - 04.2022
INFORMATION TECHNOLOGY BACHELOR'S -
WESTERN GOVERNORS UNIVERSITY
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