Helpdesk Support Technician Resume

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Helpdesk Support Technician

Confidential

Provide end-user support for an enterprise environment of over 1000 users in 13 offices across The United States.
Responsible for the creation and maintenance of a Windows image used to deploy workstations for employee onboarding.
Author knowledge base articles to provide end-users with documentation for new processes and common issues.
Resolve a wide variety of Tier I and Tier II issues in a high volume environment, maintaining an average close rate of over 190 tickets per month.
Create and maintain a detailed network cable map for Smartlink’s main office.
Manage user accounts in Microsoft Active Directory for a wide variety of issues, ranging from password resets to account creation.
Create and manage a project plan to migrate end-user workstations to Windows 10.
Design, installation, and configuration of firewalls, access points, printers, and network cabling in all remote offices.