DEANDRA STEWART
Summary
Detail-oriented IT professional with 2 years of Technical Support experience, seeking to transition into an entry-level SOC Analyst role. Proficient in troubleshooting, system monitoring, and resolving technical issues in fast-paced environments. Skilled at analyzing logs, identifying anomalies, and implementing security best practices to support IT operations. Highly motivated to develop cybersecurity expertise, acquire threat detection techniques, and make valuable contributions to incident response efforts. Demonstrates quick learning ability, strong analytical mindset, and a genuine passion for safeguarding digital assets.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Buchanan
06.2023 - Current
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Managed customer inquiries and assessed requirement for further escalation.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Engaged in user support interactions via telephone, chat and email platforms.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
Technical Support
Alorica
12.2022 - 05.2023
- Evaluated and responded to incoming sales leads and requests for Technical Support requests.
- Consistently achieved high ticket resolution rates of 40-60 calls daily, showcasing efficiency and problem-solving skills under pressure.
- Collaborated with supervisors to escalate and resolve complex technical issues.
- Deliver timely technical support and troubleshooting to resolve customer inquiries, minimize downtime, and enhance user experience
- Utilized strong communication skills to translate technical concepts into easy to understand solutions for customers.
- Maintained detailed records of technical issues and resolutions to enhance future support efficiencies.
Skills
- Incident Management
- Technical Training
- Remote Technical Support
- Troubleshooting
- Active Directory
- Azure
- Citrix
- Windows Server
- Splash-top
- Effective Listening
- Emotional Intelligence
- Teamwork
- Adaptability
- Problem Solving
- Overcoming Objections
- Multitasking
- Interpersonal Skills
- Organization
Certification
CompTIA Security
Timeline
Service Desk Analyst
Buchanan
06.2023 - Current
Technical Support
Alorica
12.2022 - 05.2023
Similar Profiles
Kristyn ShankKristyn Shank
Logistics Specialist at BuchananLogistics Specialist at Buchanan
Elizabeth KeetonElizabeth Keeton
Legal Assistant at Buchanan & Buchanan PALegal Assistant at Buchanan & Buchanan PA
Ana JoksicAna Joksic
Clinical Neuroscience Laboratory Student at Buchanan Lab, Dr. Lori BuchananClinical Neuroscience Laboratory Student at Buchanan Lab, Dr. Lori Buchanan
Tyler CampbellTyler Campbell
Service Desk Analyst at DXC TechnologyService Desk Analyst at DXC Technology
Trece Kent CorletoTrece Kent Corleto
Service Desk Analyst at Robert WaltersService Desk Analyst at Robert Walters