Malkit Samra
Winnetka
Summary
Innovative Help Desk Analyst with 6 years' experience in prioritizing customer satisfaction while providing technical support. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
6
6
years of professional experience
Work History
IT Help Desk Analyst II
Duffy Kruspodin, LLP
01.2023 - Current
- Diagnosed and resolved a range of software, hardware, and connectivity issues while delivering technical training on hardware/software to end-users
- Configured user accounts, unlock, reset and assign windows passwords for user profiles, and group policies within Microsoft Active Directory
- Work and interface with end users on a daily basis. Image, configure, support client workstations and install new or replace laptops, docking stations, network printers and other peripherals
- Creating technical documentation for on/off boarding users, software troubleshooting, and inventory assets with One Note
- Coordinated projects, including development of a network port map, bitlock encryption, installation of teams room & zoom conferencing software, dragon dictation software, conversion of new ticketing system, Azure Remote Desktop development and database maintenance for R drive
- Collaborate with team members to identify recurring issues and develop strategies for improvement.
- Create Knowledge Base articles as repetitive issues arise
- Patched software and installed new versions to eliminate security problems and protect data
- Maintained servers and systems to keep networks fully operational during peak periods.
- Devised scripts and automation tools to improve system efficiency.
IT Help Desk Analyst I
Duffy Kruspodin, LLP
01.2021 - 01.2023
- Maintaining professionalism in conduct and utilizing good judgement in decision-making
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Installed and updated hardware, software and applications
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Outreach & Help Desk Technician
Educational Results Partnership
02.2019 - 12.2020
- Conducting targeted outreach and engagement by email, phone, in-person , and virtual meetings to educational institutions.
- Supporting partner institutions with the data upload process
- Utilizing SQL to search database tables analyze data
- Creating specialized data reports
- Management of CRM system (OsTicket)
- Developing KPI Dashboards through Power BI/Excel Maintain and communicate expert knowledge of the Cal-PASS Plus System Validating and processing data extracts for accuracy and completion
- Serve as the first point of contact for Tier 1 help desk issues over the phone, email, and virtual (GoToMeeting, Microsoft Teams)
- Developing Process Flow Maps
- Assist with internal testing, troubleshooting, reporting, file transferring tools (Jira)
- Direct unresolved challenges to Tier 2 as instructed/needed
Education
Bachelor of Science - Business Management Information Systems
San Jose State University
San Jose, CASkills
- Microsoft office and outlook proficiency
- Network troubleshooting
- IT procedure development
- End-user training
- Hardware & Software troubleshooting
- Software installation
- Patch management
- Critical Thinking
- Troubleshooting documentation
- Collaborative team player
- Excellent time management abilities
- Detail Oriented
Timeline
IT Help Desk Analyst II
Duffy Kruspodin, LLP
01.2023 - Current
IT Help Desk Analyst I
Duffy Kruspodin, LLP
01.2021 - 01.2023
Outreach & Help Desk Technician
Educational Results Partnership
02.2019 - 12.2020
Bachelor of Science - Business Management Information Systems
San Jose State University
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