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Service Desk Analyst
Service Desk Analyst at CPS Energy who resolved hardware, software, and application issues for end users.
United StatesService Desk Analyst at CPS Energy
Served as primary point of contact for IT support, providing responsive technical assistance via phone, email, chat, and ticketing systems. Diagnosed and resolved hardware, software, and application issues, escalating complex problems to specialized teams.
Technical SupportService DeskHelp DeskWindows 10 11
Provided Tier I technical support for medical devices and systems in healthcare environments, troubleshooting hardware, software, and peripherals. Documented support activities in Salesforce and escalated complex issues to higher-level teams.
Technical Supporthardware troubleshootingSoftware TroubleshootingSalesforceMedical DevicesCustomer TrainingIncident ManagementDocumentation
Diagnosed and resolved technical issues via phone and remote support, managing user accounts and configuring Windows systems. Prioritized and tracked service requests to ensure timely resolution and high customer satisfaction.
Help DeskRemote SupportWindowsMicrosoft OfficeUser Account AdministrationTroubleshootingService Request Management
Provided Tier I and II technical support, performing desktop support activities such as system reimaging and configuration. Managed user accounts, installed security software, and documented support tickets.
Technical SupportDesktop SupportSystem ImagingActive DirectoryUser Account AdministrationSecurity SoftwareBackup and RestoreTicketing Systems
Bachelor of Business Administration in Information Systems from Ana G. Mendez University, completed in 2022 with High Honors, Magna Cum Laude.
Bachelor of Business Administration in Information Systems from Ana G. Mendez University, completed in 2022 with High Honors, Magna Cum Laude.
CompTIA Security+ (SY0-701) certification.