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Help Desk Resume

Bellevue, WA

SUMMARY:

  • Confidential laptops, desktops & servers
  • Various peripherals including printers, copiers and scanners
  • Introduced to imaging and managing servers over the network
  • Avaya - phone system
  • Excellent Phone and email etiquette
  • Troubleshooting
  • Detailed oriented

TECHNICAL SKILLS

Software:

  • MS Office 2010 suite
  • Windows XP,Windows 7,Windows 8,Windows 10
  • VMware, Oracle
  • Esmart
  • RMS
  • Active Directory
  • Zscope
  • MoblieIron 6
  • Remote desktop

EXPERIENCE:

Confidential, Bellevue, WA

Help Desk

Responsibilities:

  • Repaired and managed Desktop inventory
  • Provided Tier 1 support by closing 10-20 tickets per day
  • Received 5-10 calls a day
  • Escalated tickets to Tier 2 and 3 analysts as needed
  • Maintained 3-day SLA in order to provide excellent customer service to internal customers
  • Documented, Resolved, and closed Incidents.
  • Reimaged 20-30 desktops & laptops
  • Mapped Printers to Network
  • Built & Setup Workstations for incoming employees
  • Scheduled inventory Pickup for old & broken assets

Confidential, Redmond, WA

Advocacy Manager

Responsibilities:

  • Provided to internal and external support to Confidential customers by closing 10 tickets per week
  • Received 5-10 calls a week
  • Maintained 3-day SLA in order to provide excellent customer service to internal customers
  • Documented, Resolved, and closed Incidents.
  • Utilized appropriate escalation routes to facilitate the timely resolution of customer issues and escalations.
  • Prioritized & managed workload based on business needs.
  • Participated in team meetings, discussions and other activities as required supporting the team and improving the quality of CFA operations.

Confidential, Issaquah, WA

Help Desk Analyst

Responsibilities:

  • Provided Tier 1 support by closing 10-20 tickets per day
  • Received 5-10 calls a day
  • Escalated tickets to Tier 2 and 3 analysts as needed
  • Maintained 3-day SLA in order to provide excellent customer service to internal customers
  • Documented, Resolved, and closed Incidents.
  • Reimaged 20-30 desktops & laptops
  • Mapped Printers to Network
  • Built & Setup Workstations for incoming employees
  • Scheduled inventory Pickup for old & broken assets

Confidential, Seattle, WA

Service Desk Analyst

Responsibilities:

  • Provided Tier 1 support by closing 20-70 tickets per day
  • Received 50-70 calls a day
  • Escalated tickets to Tier 2 and 3 analysts as needed
  • Maintained 3-day SLA in order to provide excellent customer service to internal customers
  • Documented, Resolved, And closed Incidents.
  • Provided Remote desktop assistance to help customers internal customers in other states.

Confidential, Bellevue, WA

Help Desk Analyst

Responsibilities:

  • Member of Confidential Team (Computing install, Move, Acquisition, Change, And Dispose)
  • Provided Tier 1 support by closing 40-50 tickets per day
  • Maintained 3-day SLA in order to provide excellent customer service to internal customers
  • Coordinated with Confidential team to provide timely shipping and deployments to customers
  • Escalated tickets to Tier 2 and 3 analysts as needed

Confidential, Redmond, WA

Support Analyst/Intern

Responsibilities:

  • Learned about Confidential Cutler and ITIL V3 Infrastructure
  • Patched 365 servers, assisting Manufacturing, Supply Chain, Information and Services support team
  • Assisted the MSCIS team with troubleshooting and assisting internal customers
  • Attended weekly Tuesday staff meetings and participated in international team conference calls

Confidential, Seattle, WA

Seafood Customer Service Representative

Responsibilities:

  • Provided professional customer service to customers in a timely manner
  • Created and stocked daily product; managed inventory and executed special promotions and sales
  • Closed seafood department on a regular basis by completing end of day restocking and cleaning procedures

Confidential, Seattle, WA

Courtesy Clerk

Responsibilities:

  • Ensured the readiness and brand standard appearance of each check stands in our locations
  • Stocked shelves and monitored incoming deliveries in order to move product to store floor quickly

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