HELP DESK TECHNICIAN Resume

SUMMARY:

College graduate with a Bachelor of Science in Computer Information Systems. Innovative, dedicated, and solutions - driven.
Highly customer focused with a commitment to surpassing expectations.
Quick aptitude for grasping new emerging technologies to ensure optimal application in the workplace.
Skilled in Risk assessment/ management, and demonstrates the ability to communicate effectively and drive for results.
Exceptional Collaboration Skills and highly skilled with conflict resolution.

TECHNICAL EXPERTISE:

Languages: SQL, JavaScript, C++, Oracle, HTML

Software: MS Office Suite, Visio, SAP, Active Directory, Lotus Notes, Echocontact, Remedy, Skype for Business, VMWare, Citrix

Operating System: Windows NT/95/98/2000/XP,Vista, 7,8, Linux

Certifications: Preparing for Security plus and Network plus

PROFESSIONAL EXPERIENCE:

Confidential

HELP DESK TECHNICIAN

Responsibilities:

Manages and coordinates urgent and complicated support issues.
Act as escalation point for all requests and incidents.
Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
Determine root cause of issues and communicate appropriately to internal and external customers. (25%)
Provide first level contact and convey resolutions to customer issues
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Update customer data and produce activity reports
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation and closure
Recommended procedure modifications or improvements
Manage the Call Center queue, and properly handed pending issues.

Confidential

HELP DESK SPECIALIST

Responsibilities:

Provided technical assistance and support for incoming inquiries and issues related to computer systems, software, and hardware.
Responded to inquiries either in person or over the phone.
Trained computer users.
Maintained daily performance of computer systems.
Responded to email messages for customers seeking help.
Walked customer through problem-solving process.
Installed, modified, and repaired computer hardware and software.
Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Followed up with customers to ensure issue has been resolved.
Ran reports to determine malfunctions that continue to occur.

Confidential

Team Leader

Responsibilities:

Directed a team of 8 individuals to create and present a business plan for the Confidential in Gloucester Virginia by collaborating and organizing assignments for each individual.