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Help Desk Support Resume

Landover Hills, Md

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.

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