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Service Desk Agent
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Competencies
Demonstrated experience with Windows.
Demonstrated experience with Microsoft 365.
Demonstrated experience with Active Directory.
Demonstrated experience with Outlook.
Demonstrated experience with Teams.
Summary
Professional profile
Experience
Service Desk Agent
Provide Tier 1 and Tier 2 technical support to end users in a high-volume enterprise environment, diagnosing and resolving hardware, software, application, network connectivity, and account-related issues.. Manage incidents and service requests through ServiceNow, including prioritization, troubleshooting, documentation, tracking, resolution, and escalation in accordance with established SLAs and support procedures.. Administer and troubleshoot Active Directory accounts, including password resets, account unlocks, user account management, group and access issues, and authentication problems.. Troubleshoot Microsoft 365 applications and services, including Outlook, Teams, Word, Excel, email, authentication, and user-access issues.. Diagnose and resolve Windows workstation, software, printer, VPN, connectivity, and system configuration issues while minimizing end-user downtime.. Analyze application and system issues to identify likely causes, apply appropriate troubleshooting procedures, and determine when escalation to specialized technical teams is required.. Maintain ownership of incidents through resolution by documenting troubleshooting steps, technical findings, resolutions, and user communications in ServiceNow.. Escalate complex infrastructure, application, and system issues to Tier 2 and Tier 3 teams with detailed troubleshooting information to facilitate efficient resolution.. Communicate technical information clearly to users with varying levels of technical experience and provide status updates throughout the incident lifecycle.
Help Desk Support
Provided technical support to healthcare professionals and administrative staff, troubleshooting hardware, software, network connectivity, applications, and account-related issues in a fast-paced healthcare environment.. Supported clinical and business applications by diagnosing user issues, identifying technical problems, documenting findings, and escalating complex application issues to appropriate support teams.. Responded to technical incidents and service requests through ticketing systems while prioritizing issues according to urgency, business impact, and established service-level requirements.. Troubleshoot Windows workstations, printers, peripherals, mobile devices, network connectivity, and clinical and business applications.. Assisted users with password resets, account access, authentication issues, software installation, and workstation configuration.. Documented incidents, troubleshooting steps, resolutions, and user communications to maintain accurate technical support records.. Collaborated with infrastructure, networking, systems, and application support teams to resolve complex technical issues and maintain communication with affected users.. Supported healthcare operations by resolving technology issues efficiently and minimizing disruptions to patient-care and administrative workflows.. Provided clear, patient-focused technical guidance to healthcare professionals and users with varying levels of technical experience.. Followed organizational security, privacy, and IT support procedures when working with user accounts, systems, and sensitive healthcare information.
Stocker / Unloader
Unloaded merchandise from trucks and organized products for efficient stocking and distribution throughout the store.. Stocked shelves, displays, and designated sales-floor areas while maintaining accurate product placement and presentation.. Operated pallet jacks and other equipment to safely move merchandise throughout the receiving and sales-floor areas.. Verified merchandise quantities and inspected products for damage or discrepancies during the unloading and stocking process.. Organized and maintained the receiving area, backroom, and sales floor to support efficient store operations.. Replenished merchandise throughout the store and responded to inventory and stocking needs during high-volume periods.. Followed workplace safety procedures when handling, lifting, transporting, and stocking merchandise.. Worked efficiently as part of a team to complete truck unloads, stocking assignments, and daily operational tasks within established timeframes.. Assisted customers when needed by locating merchandise and providing professional customer service.. Maintained clean, organized, and safe work areas while minimizing hazards and ensuring merchandise was properly stored.. Adapted to changing priorities and worked effectively in a fast-paced retail environment with physically demanding responsibilities.