Kyle Smith
Service Desk Analyst
Independence,KY
Summary
Enthusiastic Service Desk Analyst with experience in configuring computers and peripheral devices to work within established company and security parameters. Adept at managing user account permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics. Looking forward to advance my career in IT with a focus on Cloud Architecture/Engineering.
Overview
5
5
Certifications
2
2
years of post-secondary education
2
2
years of professional experience
Work History
Service Desk Analyst
Zing Recruiting
Cincinnati, OH
03.2019 - Current
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Collaborated with internal partners to effectively resolve user Hardware or Software issues.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Attended daily team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Configured hardware, devices and software to set up work stations for employees.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Education
Associate of Science - Computer And Information Sciences
Gateway Community And Technical College
Covington, KY 12.2017 - 05.2020
Skills
Technical issues analysis
undefinedCertification
TestOut PC Pro (Equivalent to A+) - Certification
Timeline
TestOut Server Pro 2016: Networking - Certification
05-2020
TestOut Server Pro 2016: Install and Storage - Certification
12-2019
Service Desk Analyst
Zing Recruiting
03.2019 - Current
TestOut Network Pro (Equivalent to Net+) - Certification
12-2018
TestOut Security Pro (Equivalent to Security+) - Certification
12-2018
Associate of Science - Computer And Information Sciences
Gateway Community And Technical College
12.2017 - 05.2020
TestOut PC Pro (Equivalent to A+) - Certification
12-2017
Similar Profiles
Adetayo SolomonAdetayo Solomon
Shipping Coordinator at Zing RecruitingShipping Coordinator at Zing Recruiting
Andrew GuessAndrew Guess
Retail/Customer Service at Country Fresh Meats(Zing Zing)Retail/Customer Service at Country Fresh Meats(Zing Zing)
ASHLEY MEADASHLEY MEAD
Senior Movement Specialist at Zing ActivSenior Movement Specialist at Zing Activ