Service desk

Information Security L2

-Being part of the Identity and access management team I diagnosed and assisted users and computers with technical and network support, as well as software assistance at an active directory level. Created, managed, and supported shared folders and permissions. Provided daily weekly and monthly reports with user and computers specifications and status. Developed Knowledge article documentation. Created and provided maintenance to Active Directory uses and group. 

Service Desk Analyst
•	Coordinate, diagnose and troubleshoot incoming employee calls. Provide support services to employees and clients with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provide timely resolution of problems or escalation on behalf of customers to appropriate technical personnel. Provided case status updates to management and end-users. Support and maintain effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support. Responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology.
•	Positions:
-	Service Desk Analyst
-	Queue Monitor
-	SharePoint Account Administrator
-	Oracle administrator
-	Network Account Administrator – Last Position *

All of my IT experience and knowledge comes from hands on experience.