Help Desk Agent Resume

SUMMARY:

IT graduate with 1+ years of experience in customer service. Possess a diploma in Computer Networking and Technical Support with hands on experience in system administration
(Windows/Linux) and network troubleshooting.
Proficient Windows and Linux skills with experience on various operating systems including Windows Server 2012, R2, 2008 R2, 2003, Windows Xp,7, 8, 10, Centos, Kali
System Administration: DNS, DHCP, Active Directory, Samba and Mail services
Solid understanding of basic client connectivity - ethernet, TCP/IP and VPN
Networking: TCP/IP, Subnetting, VLSM, configuring CISCO routers and switches(VLAN)
Strong knowledge of Active Directory and ACLs.
Hypervisor: KVM, VMWare, Hyper-V, Oracle Box
Familiarity with cloud storage and various Networking Protocols
Experience in working with databases, MYSQL and backups
Knowledge of ITIL version 3 and Service Management
Solid Experience in Installing Software(Windows/Linux)
Strong knowledge in PC hardware/Software installation
Strong interpersonal, written and verbal communication skills
Excellent time-management and organizational skills
Capable of analyzing and solving problems in a timely manner.
Strong multi-tasking skills and ability to make quick decisions under pressure.

WORK EXPERIENCE:

Help Desk Agent

Confidential

Responsibilities:

As a Help Desk agent assisted customers on Wireless and D.S.L Internet connections.
Used remote control software to provide technical assistance to customers
Maintained high quality of service and ensured one call customer satisfaction
Identify and escalate priority issues
Document all call information according to standard operating procedures
Diagnose, Troubleshoot and resolve various range of connectivity issues.
As a technical services representative, trained, monitored and allocated resources to fix technical issues.
Usually deal with both Hardware and Software issues and fix them by visiting ONSITE.
Gained experience in handling difficult situations Example Unable to connect to Network and fixing router and configuring it gain access to INTERNET.
Worked with 15 different teams in past 1 year to tackle with network issues and fixing network cables and gaining access to servers.
Handled escalations, supervisory calls with problem solving approach and gave reliable results.
Ensured Quality adherence within the team and shared best practices

SMILE Student Mentor

Confidential

Responsibilities:

Student Ambassador

Confidential

Responsibilities: