Help Desk Support Resume

SUMMARY:

Looking for a great company which allows me to apply and enhance my skill in the IT industry.
A well - mannered and articulate professional with experience of performing diagnostic and resolving a client’s technical problem via phone, e-mail.
Good understanding of OSI Model, LAN/WAN, TCP/IP networking, DNS, DHCP protocols.
Knowledge of Windows 7/10, Windows Server 2008/2012, Active Directory, and Microsoft Office 2010/2013.
Familiar with ticketing system to record incidents, providing detail and escalation depending on severity.
Understanding of remote control applications for access end user’s computers for troubleshooting.
Basic troubleshooting skill for Cisco end-user’s applications like Jabber and Cisco WebEx .
Display a collaborative work ethic and a superior level of adaptability and initiative .
Outstanding combination of communication, interpersonal and organizational skills .
Ability to multitasking in a fast-paced environment, while maintaining an emphasis on quality.

TECHNICAL SKILLS:

Software Skills: Windows 7/10, Windows Server 2008/2012, Microsoft Office 2010/2016, Cisco Jabber, Cisco WebEx, Service Now, IBM Big fix, Team Viewer, VMware workstation, Office 365.

Technology Skills: OSI/TCP Models, LAN/WAN, TCP/IP, DNS, DHCP, Active Directory.

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Support

Responsibilities:

Managed the help desk related work and handled all operation for giving better service to the end-users.
Responsible for taking and logging incoming calls and providing efficient customer support.
Provided technical support over the phone to all enterprise IT users.
Diagnosed and resolved a wide range of technical issue over the phone and take ownership of a call and monitoring it through to closure.
Utilized the Service-now ticketing system to record Incidents/Requests/Task, providing detailed and escalation depending on the severity of the ticket.
Analyzed problems researched potential solutions, isolated issues and referred complex problems to the senior technical staff and management.
Updated the customers to the progress of issue and maintain support documentation.

Confidential

Customers Service Specialist

Responsibilities:

Handled complaints, provided solutions and alternatives within the time limit and follow up to ensure resolution.
Worked closely with partners, suppliers and customers to provide world class customer service.
Take the extra mile to engage customers by dealing directly with customers either by phone or email.
Effectively manage large amounts of incoming calls and responded promptly to customer inquiries.
Processed customer orders, changes according to the established department to resolve disputed credit items.

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