Monta Young
Richardson,TX
Summary
Dynamic IT Service Desk Analyst with a proven track record at American Airlines, Inc., excelling in troubleshooting and software application support. Adept at resolving complex incidents and enhancing user experience through effective communication and client training. Committed to optimizing system performance and ensuring compliance with security policies.
Overview
7
7
years of professional experience
Work History
IT Service Desk Analyst
American Airlines Federal Credit Union
Fort Worth, TX
04.2023 - Current
- Provide initial assessment, triage, research, and resolution of incidents and requests regarding application software, and infrastructure components.
- Provide technical support for computer and telecom incidents, desktop hardware/software, and third-party applications.
- Troubleshoot, diagnose, and resolve complex desktop, network, software application, and batch scheduling problems.
- Log all calls, monitor service levels, and provide callbacks or escalations on open tickets.
- Respond to technical support requests via telephone, email, and in person in a friendly manner.
IT Help Desk Technician
American Airlines Inc
Fort Worth, TX
08.2021 - 04.2023
- Responded to user inquiries via phone, email, or ticketing systems, troubleshooting hardware, software, and network issues to resolve problems promptly.
- Logged, prioritized, and tracked support tickets, ensuring the timely resolution or escalation of issues to higher-level support teams when necessary.
- Guided users through step-by-step solutions, provided basic training on software or systems, and created documentation to empower users to resolve common issues independently.
- Monitored IT systems for performance issues, performed routine maintenance tasks, such as software updates, and reported recurring problems to prevent future disruptions.
- Ensured user accounts, permissions, and data aligned with security policies, assisted with password resets, and educated users on cybersecurity best practices.
IT Support Technician
GAMTECH IT Consulting Services
Dallas, TX
03.2018 - 07.2021
- Delivered hands-on troubleshooting and repair for hardware, software, and network issues across multiple client locations, ensuring minimal downtime, and optimal system performance.
- Installed, configured, and tested IT equipment, including desktops, laptops, and printers, to meet client specifications and operational requirements.
- Conducted regular preventive maintenance and system audits at client sites, identifying potential issues, and implementing solutions to enhance reliability and efficiency.
- Tracked and managed IT hardware and software assets during field visits, updating inventory records, and ensuring compliance with licensing and organizational standards.
Education
Associate of Science -
University of Houston
Houston, TX08-2015
Skills
- Troubleshooting proficiency
- Software application support
- Desktop troubleshooting and assistance
- Client training
- Support and resolution skills
- Effective incident resolution
References
References available upon request.
Timeline
IT Service Desk Analyst
American Airlines Federal Credit Union
04.2023 - Current
IT Help Desk Technician
American Airlines Inc
08.2021 - 04.2023
IT Support Technician
GAMTECH IT Consulting Services
03.2018 - 07.2021
Associate of Science -
University of Houston
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