Marti Garcia
Englewood,FL
Summary
Dynamic IT Service Desk Analyst with a proven track record at Insight Global, enhancing service desk performance and customer satisfaction. Expert in network troubleshooting and fostering effective communication, I've led training sessions and developed key policies. Skilled in ServiceNow and ITIL framework, my approach significantly boosts productivity and service quality.
Overview
1
1
year of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Insight Global
08.2023 - Current
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
- Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
- Familiar with ServiceNow
- Familiar with Intune
- Familiar with Azure
- Familiar with Wireshark
- Familiar with SEIMS
- Familiar with Microsoft products and Active Directory.
Education
GED -
GED
Virgilina, VASkills
- Data backup and recovery
- System monitoring
- Network troubleshooting
- Ticketing system proficiency
- Remote support
- Application support
- Incident management
- Software support
- Hardware support
- ITIL framework
- Escalation management
- Service desk experience
- Microsoft outlook
- Software installation
- Desktop support
- Ticket management
- Technical troubleshooting
- Windows 10
Certification
Google certified
Timeline
IT Service Desk Analyst
Insight Global
08.2023 - Current
GED -
GED
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