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Service Desk Agent Resume

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Charlotte, NC

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SUMMARY:

Technical Support Representative with almost 3 years experience troubleshooting and resolving hardware and software issues via phone/email in a help desk environment. Aiming to use my troubleshooting and customer service skills to help others and learn even more about the world of technology. Currently studying to obtain my A+ certification.

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

Service Desk Agent

Responsibilities:

  • Answered in - bound calls from a wide range of employees including directors, service technicians, and sales agents, with the majority being various password reset issues
  • Unlocked accounts and reset passwords mainly using Active Directory and an internal Lockout Status tool
  • Troubleshot issues with connecting to VPN, Microsoft Outlook, Skype for Business and other vendor software titles as well as mobile device problems

Confidential, Rock Hill, SC

Help Desk Representative

Responsibilities:

  • Answered calls from agents, staff, and installers about such issues as: error messages, network connections, computer setup process, password resets, and mobile device setup/usage
  • Resolved issues using multiple troubleshooting techniques including: active listening, knowledge base, SharePoint system, remote access, and the Internet
  • Audited representatives’ calls and tickets providing them with feedback to ensure both met the company quality standards in terms of “remarkable” customer service and best practices
  • Documented the issues using the HP Service Manager ticketing system to ensure proper records were being kept and for tracking purposes

Confidential, Charlotte, NC

Communication Specialist

Responsibilities:

  • Answered in-bound calls for 2,300 worldwide companies from employees who wished to report allegations of unethical business practices or misconduct in the workplace
  • Documented the allegations in report format using company software and Microsoft Word while multi-tasking and applying active listening

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