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Help Desk Resume

Baltimore, MD

SUMMARY:

  • Computer Technician who is highly motivated and a team oriented individual. Possessing exceptional leadership, communication, and organizational skills; great critical thinking and problem solving skills; proficient in computer operations. Seeking an information technology related position where I can continue to grow professionally.

TECHNICAL SKILLS:

Operating Systems: Windows Server 2003/XP/Vista installation, Windows Server 2008/XP/Vista installation, configuration, optimization, upgrades, recovery

Hardware:: PCs, servers, workstations, motherboards, external hard disk drives, USB ports/devices, controller cards, CPUs, RAID, video & sound cards, monitors, printers, CD/DVD drives, memory chips, flash drives

Software: MS Word, Works, Excel, PowerPoint, Access, and Project; Symantec Firewall and Backup Exec

Networking:: LAN/WAN, TCP/IP, HTTP(S), Telnet, VPN, Ethernet, routers, gateways, wireless networks

Help Desk Administration:: Technical support for personal computers and network system infrastructure equipment, including testing, updating, maintaining, and providing training on mainframe client servers and microcomputer software and hardware

PROFESSIONAL EXPERIENCE:

Confidential, Baltimore, MD

Help Desk

  • Responsible for the administration of the telephone system.
  • Responsible for the management of Desktop Software Licensing.
  • Establishes and maintains effective professional working relationship with co - workers and every level of management.
  • Performs other duties as may be assigned.

Confidential, Cockeysville, MD

Tier 1 Technical Support

  • Responsibilities include providing technical support to customers via telephone, email and chat for products including but not limited to set-top boxes, cable modems, routers and gaming devices.
  • Document customer contact according to company standards through company specific computerized order / customer service systems. Perform other duties, as assigned.
  • Identify and report any call trends or product trends to the Team Lead or Supervisor. Provide feedback on customer issues and the knowledge base so that management can address and improve the items.
  • Identifying quality problems and recommend solutions.

Confidential, Baltimore, MD

Operations Clerk II

  • Maintaining a thorough understanding of the business supported and its functions, processes, operations.
  • Assisting with planning and developing quality control systems and procedures.
  • Identifying quality problems and recommend solutions.
  • Participating in internal assessments and audits as required.
  • Assisting in day to day support and works in concert with Production, and Customer Support to meet quality initiatives.

Confidential

Fingerprint Technician I

  • Superior knowledge of using software related to fingerprint testing.
  • Entered the fingerprints into the Automated Fingerprint Identification System. (AFIS)
  • Retrieved the data from the AFIS workstation.
  • Compared fingerprints and verified duplicity in fingerprints with the help of software as well as manual skills
  • Obtained fingerprints and fingerprint cards via e-mail, scanner, printers etc.
  • Collected the fingerprints using hand scanner.
  • Checked SID numbers in RAS system.

Confidential, Baltimore, MD

Office Clerk II/Mail Clerk II 

  • Received and sorted mail, and loaded it on delivery carts.
  • Maintained record of incoming mail.
  • Ensured delivery of outgoing mails to courier or post office.
  • Counted, and recorded inventory items.
  • Assisted in filing, and archiving documents.
  • Performed data entry activities
  • Typed and edited correspondence.
  • Prepared carrier packages for UPS and Federal Express.
  • Performed document photo copying, and paperwork distribution tasks.
  • Assisted in managing accurate billing and records.
  • Maintained office equipment such as copiers and printers.

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