Ricardo Lopez

Service Desk Analyst @Bell Techlogix, Inc.

Proactively communicate and make timely callouts for outages, ensuring quick resolution and minimal disruption. Performs service, repair and installation of computer products including system hardware, software, and PC\'s. Provides technical support to customers on operational or maintenance aspects of system equipment.Manage vendor tickets effectively. using ServiceNow and SolarWindsSAMANGE IncidentManagement, ChangeManagement, Onboarding and Provisioning with Active Directory, Azure, and Intune Mobile Device Management Received comprehensive training as a Service Desk Analyst Advisor L2 and Desktop Engineer, acquiring advanced skills in troubleshooting, technical support, and managing escalations to ensure efficient resolution of complex IT issues in case if promotion arises:Service Desk Analyst Advisor L2:Address and resolve escalated IT issues, ensuring minimal disruption and high user satisfaction.Guide and support L1 service desk team members, sharing best practices and enhancing team performance. Efficiently handled complexincidents, coordinating with other IT teams to resolve issues.Monitored and Reported Analyzed service desk metrics, identifying trends and recommending improvements to optimize service delivery.• Maintained adherence to Service Level Agreements (SLAs) by prioritizing andmanaging tickets based on urgency and impact.Desktop Engineer:Experience with infrastructure and application architectures, particularly with respect to VDI, MDM, automation techniques leading to consistent delivery and to high levels of quality Knowledge of MDM technologies and how these are used to manage corporate devices and BYOD Application patching of desktop/laptop/tablet software such as, for example, Adobe Reader using SCCM or other tools as appropriate Administer/manage management platforms such as SCCM, Intune. Prepares, tests and releases software application and security updates to production using Microsoft SCCM or other deployment tools GPO experience