Joseph Mendoza
Greenville,SC
Summary
Service Desk Analyst seeking to benefit an IT department by providing solutions to minor and complex technical problems faced by clients either through phone calls or personal visits. Looking to utilize the skills and experience that I have gained throughout my career working in various IT Departments as a proficient IT Service Desk Analyst. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Astute with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.
Overview
19
19
years of professional experience
Work History
Service Desk Analyst
Broadstep Behavioral Health
03.2021 - Current
- Monitor Service Desk ticket queue daily and respond to end user needs in a timely manner
- Maintain remote and onsite end user workstations, laptops, and electronic devices
- Troubleshoot various end user issues either by remote access or onsite support
- Maintain office network printers and remote user printers
- Add, remove, and maintain user accounts through Active Directory and Office 365
- Maintain End user authentication methods through Microsoft Intune Admin Center.
IT Specialist
Formel D – Greenville, SC
09.2020 - 03.2021
- Monitor Service Desk ticket queue daily and respond to end user needs in a timely manner
- Maintain remote and onsite end user workstations, laptops, and electronic devices
- Troubleshoot various end user issues either by remote access or onsite support
- Maintain office network printers and remote user printers
- Add, remove, and maintain user accounts through Active Directory and Office 365
- Responsible for imaging and configuring new employee laptops and current employee laptop refreshes
- Responsible for configuring new employee Iphones.
Service Desk Analyst
HKAA enterprise – Duncan, SC
12.2019 - 09.2020
- Monitor Help Desk ticket queue daily and respond to end user needs in a timely manner
- Maintain remote and onsite end user workstations, laptops, and electronic devices
- Troubleshoot various end user issues either by remote access or onsite support
- Maintain office network printers and remote user printers
- Add, remove, and maintain user accounts through Active Directory and Office 365
- Maintain and troubleshoot company email environment using Mimecast
- Responsible for the imaging and configuration of new employee laptops and current employee laptop refreshes.
Service Desk Analyst
World Finance Corporation – Greenville, SC
12.2017 - 12.2019
- Provided Tier 1 and Tier 2 technical support to clients on software and hardware issues
- Researched and recommended installation of advanced applications and anti-virus software
- Maintained end-user workstations, laptops, and electronic devices
- Maintained branch network printers for 1200 branches
- Prioritized and escalated problems to Tier 3 level and followed up with solutions
- Worked on a ticket system and tracked help desk requests
- Visited employee's workstations, analyzed root cause of problems, and delivered solutions.
Service Desk Analyst
DXC Technology – Greenville, SC
03.2011 - 09.2017
- Analyzing client's problems and providing instant and long-lasting solutions on hardware, software, and Storage Area Network issues
- Installing and upgrading hardware and software and configuring systems and applications
- Creating login IDs and password for employees to access workstations
- Recording, tracking, and documenting problem-solving process
- Preparing shift handover reports and updating daily status reports
- Key Contributions: Implemented a process that streamlined the Service Requests tickets in which the tickets went through a Quality Assurance check process before getting assigned to the support analyst to be worked
- This increased the number of tickets that were completed and closed out
- Created a Dashboard that gave the customer a snapshot of the number of tickets being completed and closed out weekly
- Presented the data to the customer during weekly status meetings.
Service Desk Analyst
Logic Technology – Greenville, SC
10.2004 - 03.2011
- Provided Tier 1 and Tier 2 technical support to clients on software and hardware issues
- Researched and recommended installation of advanced applications and anti-virus software
- Maintained end-users work stations, laptops, and electronic devices
- Prioritized and escalated problems to Tier 3 level and followed up with solutions
- Worked on a ticket systems and tracked help desk requests
- Visited employee's work stations, analyzed root cause of problems, and delivered solutions.
Education
High School Diploma -
Computer Learning Center
Anaheim, CASkills
- Experienced in troubleshooting software, hardware, and network issues
- Ability to interact with end users over the phone and guide them through hardware, software, and network troubleshooting
- Experienced in assessing and identifying customers' problems and finding solutions
- Detail-oriented, and highly energetic with good communication and interpersonal skills
- Proficient with Microsoft Windows7, Microsoft Windows10, Microsoft Windows 11 Microsoft Office 365, ConnectWise Remote Server access, ITSM Ticketing system, HP Service Desk Ticketing system, Service Now Ticketing System, Solar Winds Ticketing System, Atera ticketing system and remote user management, LogmeIn remote access, Mimecast Administration, Active Directory, Office 365 Administration, MS Exchange Admin Center, Ceridian Dayforce
- Expert in generating and completing work order tickets efficiently
- Technical Support
- Client Relations
- Remote Technical Support
- Hardware Troubleshooting
- Hardware Support
- Excellent Communication
- Ticketing Systems
Hardware Knowledge
- Dell Wyse 5070 Desktop Computer
- Dell Power Edge T30
- Dell Latitude Series Laptops
- Cisco Meraki Network Device
- Cisco ASA5505 Network Switch
- AT&T Netgate 8200 and 8300 Network Switch
- Fortinet Fortiextender 200 Series
- Brother MFC 9600DW Printer
- Muratec MFX 3535 Printer
- Xerox C605 Multi-Purpose printer
- Xerox B225/235 MFP
Hobbies and Interests
- Coach Youth Soccer
- Church Men’s Ministry Leader
- Spending time with my wife, kids, and grandkids
References
Available upon request.
Timeline
Service Desk Analyst
Broadstep Behavioral Health
03.2021 - Current
IT Specialist
Formel D – Greenville, SC
09.2020 - 03.2021
Service Desk Analyst
HKAA enterprise – Duncan, SC
12.2019 - 09.2020
Service Desk Analyst
World Finance Corporation – Greenville, SC
12.2017 - 12.2019
Service Desk Analyst
DXC Technology – Greenville, SC
03.2011 - 09.2017
Service Desk Analyst
Logic Technology – Greenville, SC
10.2004 - 03.2011
High School Diploma -
Computer Learning Center