Help Desk Support Resume Landover Hills, MDÂ - Hire IT People

SUMMARY:

Upcoming Atius Technology graduate offering a strong academic background in IT combined with excellent hands on experience.
Consistently recognized for technical troubleshooting skills used to rapidly and cost - effectively resolve challenging technical issues.
Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of operating systems, tools and testing methodologies.

TECHNICAL SKILLS:

Troubleshooting: Hardware, CLI, Networks, Mobile devices, Motherboards, Printers, Laptops, Video, Display issues

Ticketing Systems: Remedy, Spice Works

Operating systems: Windows (7,8,8.1,10), Mac Os, IOS, Android

Networking Tools: Crimper, Cable tester, Multimeter, Tone generator and probe

Software: MS Project, MS Visio, MS Office

PROFESSIONAL EXPERIENCE:

Confidential, Landover Hills, MD

Help Desk Support

Responsibilities include:

Closed 90% of trouble tickets on the first call without escalation.
Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
Handled 30+ technical calls daily and consistently met high service standards.
Cut incident callback rate by 12%; used technical, analytical and communication skills to accurately identify user needs and provide effective solutions.
Assembled and disassembled desktop and laptop computers for repairs and added RAM.
Answered phone calls, greeting clients, and scheduled appointments.
Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.
Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.

Confidential, Laurel, MD

Assistant Supervisor Ice Cream Maker

Responsibilities:

Responsible for training new Ice Cream Maker Level 1, 2 and 3.
Support mix making as needed with batch staging.
Complete transactions in SAP (consumptions, transfers, reversals etc).
Update SHO boards, complete shift hand off at SHO boards.
Participate and lead in GSTDs.
Operate and clean assigned equipment.
Make adjustments to ice cream freezer temperature, viscosity, air mixture, and flow of mix.
Responsible for the flow of mix from mix tanks to flavor vats to freezer to filler.
Responsible for the operation of the metal detector, vision scan and kick off: proper settings per flavor and calibrate, verify proper functioning and document as required.