Qualcomm Inc. | Help Desk

Start Date:

April 2012

End Date:

February 2014

Title:

IT Analyst

Provide end-user IT support for employees.

Skills Gained

Problem Solving
Strong Customer Service
Clear Communication
Enterprise IT Support
Multi-Tasking
Interpersonal Skills

My Experience

As an IT Analyst at Qualcomm's ITCS, also known as The Help Desk, I played an integral role within a collaborative team, delivering comprehensive support to Qualcomm employees worldwide via phone, email, and chat channels. During my tenure, I achieved a well-deserved promotion from IT Analyst Associate to IT Analyst, underscoring my commitment to excellence and the value I brought to the organization.

My responsibilities centered around a ticket-based support model, and I was the initial point of contact for all support-related queries. Key contributions and accomplishments during this role included:

  • Knowledge Base Management: Diligently maintained and updated Knowledge Base articles, ensuring a reliable resource for both customers and team members.

  • Efficient Support Operations: Managed support queues and consistently delivered excellent MTRs (Mean Time to Resolution), reflecting a dedication to swift and effective issue resolution.

  • Technical Expertise: Proficiently troubleshot a diverse range of issues, encompassing desktops, laptops, networks, mobile phones, and software-related problems.

  • Software Management: Demonstrated expertise in software installation, reinstallation, and removal, ensuring a seamless operation for end-users.

  • Remote Reimaging: Conducted remote reimaging via PXE, providing efficient solutions to technical challenges.

  • Security Measures: Conducted virus detection and removal to safeguard the integrity of systems.

  • Active Directory Administration: Performed crucial Active Directory services, including adding user accounts, password resets, and machine additions to AD, contributing to smooth user management.

  • ServiceNow Expertise: Utilized ServiceNow as our ticketing system to efficiently handle incoming requests and expertly convert emails into actionable tickets.

  • Bomgar Support: Leveraged Bomgar in a support capacity, managing concurrent interactions with efficiency, including chat support and phone calls.

  • Intune MDM Deployment: Assisted customers in the installation and configuration of Intune on their mobile devices, ensuring secure and efficient mobile management.

  • Knova Knowledge Base Maintenance: Maintained Knova Knowledge Base articles, serving as essential resources to support customer inquiries effectively.

My tenure at Qualcomm's ITCS The Help Desk reflects my commitment to providing top-tier technical support and my ability to excel in a dynamic and demanding environment, ultimately contributing to the organization's success.