Miral Odedara
Calgary,AB
Summary
Focused Help Desk Analyst around 3 years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
SecArch Consulting Inc
05.2023 - Current
- Used ticketing systems to manage and process support actions and requests.
- Logged support tickets and closed when issues were resolved.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Resolved technical issues by troubleshooting.
- Provided basic end-user troubleshooting and desktop support.
- Activated accounts for clients interested in new services.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Service Desk Analyst
E-Procurement Technologies
05.2021 - 03.2023
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Managed IT portion of employee onboarding and Offboarding process.
- Working experience with Windows OS, Azure, Active Directory, D365, MS Office Suite, Shortel, MS Intune and ConnectWise.
- Participated in daily status meetings, daily scrum stands ups and sprint planning.
Education
Bachelor of Science - Computer Engineering
Balaji College of Engineering
Junagadh, GJ India05.2021
Skills
Tools
VMware Workstation, Metasploit, IDS/IPS (Snort, FireEye ETP), Vulnerability Scanners (Qualys, OWASP, Nessus, Nmap), SIEM (Splunk, FireEye Helix), Wireshark, Ticketing tools (Remedy, SNOW, JIRA), AWS Cloud, Prisma Cloud, Azure, Endpoint Solutions (Cylance, FireEye HX), Archer, SAST (Checkmarx)
Networking and Hardware
TCP/IP, Ethernet, Servers, Hubs, Routers, Switches, VPN, PCs
Operating Systems
Linux, Microsoft Windows, Macintosh, CentOS, Kali Linux
Programming Languages
Java, C, Python, SQL, PL/SQL, JavaScript
Web Technologies
Servlets, JSP, MVC, HTML5, jQuery, AJAX, CSS3
Certification
- CompTIA A+
Timeline
Help Desk Analyst
SecArch Consulting Inc
05.2023 - Current
Service Desk Analyst
E-Procurement Technologies
05.2021 - 03.2023
Bachelor of Science - Computer Engineering
Balaji College of Engineering
Similar Profiles
Ramanathan VenkatramanRamanathan Venkatraman
Test Manager at GDS Consulting Ernst & Young Global Consulting ServicesTest Manager at GDS Consulting Ernst & Young Global Consulting Services
Gina M. BlissGina M. Bliss
Founder at Penn Family Pharma Consulting, LLC – Bliss Compliance ConsultingFounder at Penn Family Pharma Consulting, LLC – Bliss Compliance Consulting
Anagha PaulAnagha Paul
Managing Partner at Adar Consulting, previously an affiliate of Rise One ConsultingManaging Partner at Adar Consulting, previously an affiliate of Rise One Consulting
Pranjali AmbekarPranjali Ambekar
Senior Manager at Capgemini Canada INCSenior Manager at Capgemini Canada INC
Natnael YhdegoNatnael Yhdego
Cashier / Customer Service Associate at Popeyes Louisiana KitchenCashier / Customer Service Associate at Popeyes Louisiana Kitchen