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Help Desk Representative Resume

Beltsville, MarylanD

TECHNICAL SKILLS:

Operating Systems: Windows 8/7/Vista/XP and higher

Applications: Microsoft Access, word, Outlook, Excel, MS Office Suite 2003/2007/2010

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Representative

Responsibilities:

  • Troubleshooting/provisioning all networking device (Modem, Gateway, Switches & router) to ensure smooth internet access for customers.
  • Configuring all versions of mail clients (Outlook, Window mail & Mac mail) using the appropriate protocols.
  • Prepare work orders for maintenance requests after determining if field visits are required and ensures appropriate follow - up procedures are met
  • Maintains problem call tracking in Helpdesk ticketing system (Remedy, TTS, Grand slam and ER).
  • Perform notifications and escalations with technicians, supervisors, technical managers, dispatch, and all call center personnel.
  • Setup devices and protocols for network connection (Wireless routers, firewalls, IP addresses).
  • Diagnose and resolve end users network, pc hardware, mainframe, email, internet, dial-in, wireless and local area network access problems.

Confidential, Beltsville Maryland

Data Entry technician

Responsibilities:

  • Created rework routers using MFG PRO software for all rejected ducting components made of Inconel, and titanium
  • Worked with Engineering, Operations, Quality teams, and Vendors to ensure successful and timely completion of rework process
  • Performed analysis on company scrap report and created charts to indicate the number of dollars lost monthly
  • Assisted with the redesigning of the plant by identifying and labeling objects on the floor layout
  • Supported in continuous improvement using Eaton’s Continuous Improvement Framework to eliminate waste, reduce process variation and deliver products to customer’s expectations

Confidential

Desk top support technician

Responsibilities:

  • Troubleshooting all networking device (Modem, Gateway, Switches & router) to ensure smooth internet access.
  • Configuring all versions of mail clients (Outlook, Window mail & Mac mail) using the appropriate protocols
  • Providing network printer support to include: adding/removing/troubleshooting printers and adding/removing/configuring print server queues
  • Maintains problem call tracking with Helpdesk ticketing system
  • Assembled patient medical and clinical records to conform to standards and requirements

Confidential

Direct Sales Agent

Responsibilities:

  • Developing business and marketing strategies
  • Opening of accounts - Corporate accounts, Wage accounts and individual accounts
  • Maintaining banking/business relationship with customers
  • Responsible for leading financial analysis of branch’s business accounts

Confidential

Call Center Operator

Responsibilities:

  • Handling incoming customer complaints via text message, email, and voice calls
  • Taking customers’ orders, provide a quotation, arrange a service call and resolve technical query over the telephone
  • Making courtesy calls to check customer’s satisfaction on products purchased

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