ginakabamba
Service Desk Analyst
I'm an experienced IT Service Desk Analyst based in Houston with over four years of customer support and technical troubleshooting experience. I'm certified in ITIL v4 and skilled in resolving software, hardware, and network issues. I’ve supported users through remote tools, managed accounts in Active Directory, and worked with platforms like ServiceNow, Jira, Cisco AnyConnect, and Microsoft 365. I take pride in my ability to solve problems quickly while keeping communication clear and empathetic, and I consistently meet SLA and KPI targets in fast-paced environments.
Experience: 5 years
Yearly salary: $50,000
Hourly rate: $30
Nationality: 🇺🇸 United States
Residency: 🇺🇸 United States
Experience
Service Desk Analyst
Capgemini 2023 - 2023
Provided user support via telephone, chat, and email platforms, researching and identifying solutions to technical problems. Collaborated with vendors to locate replacement components and resolve advanced problems, addressing user customer service concerns and escalating when necessary. Assisted in developing training programs, patched software, and installed new versions to eliminate security problems and protect data. Documented resolutions, updated the self-help and knowledge base, and ensured thorough follow-up on incident resolutions.
Customer Service Specialist
Maximus 2021 - 2022
Handled payment transactions and addressed payment-related inquiries, maintaining accurate records of customer interactions and resolutions. Utilized product knowledge to assist customers, applying critical thinking skills to address unique or complex issues. Demonstrated empathy and compassion in customer interactions, skillfully resolving disputes while maintaining a positive customer experience. Analyzed customer service metrics to identify areas for service quality improvement and took action accordingly.
Account Manager/Sales Rep
Cox Communications 2020 - 2021
Managed and updated customer accounts, processed orders, and identified opportunities to cross-sell or upsell additional products or services. Worked towards achieving sales targets and quotas, using CRM software to track interactions and manage leads. Maintained accurate records of sales interactions and provided regular reports to management. Addressed customer issues promptly, maintained a deep understanding of products to effectively communicate their value, and participated in ongoing sales training.
Skills
agile
analyst
tech-lead
customer-support
english