Helpdesk Tier 1 Resume

TECHNICAL SKILLS:

Windows XP,7, 10, Mac OS X 10.6 - 10.13, Microsoft Office Suite, iOS 9, Android
Active Directory Windows Server 2012
Chrome, Firefox, Safari
Webex, Bomgar
Jira/Remedy/Vantive call logging systems
Parallels, VM Ware Fusion
Confidential internal/external hard drives installation/support
Mentoring, training new hires, helpdesk, call center, customer service expertise

EMPLOYMENT HISTORY:

Confidential

Helpdesk Tier 1

Responsibilities:

Support customers in person, email and chat.
Active Directory: Reset passwords, unlock accounts, deprovision accounts, and added groups.
Supported Mac OS 10.12, 10.13, ios 9, and android.
Google Admin: Suspended accounts, created email groups, transferred data.
Use Ephor to inventory devices and assign to employee.
Use Jamf to look up basic employee computer information.
Troubleshoot VPN issues, MS Office for Mac, Monitor Issues, Peripheral’s, TV’s, Confidential TV’s, Google Cloud Drive.
Support customer issues with iOS operating systems, iPhones and iPads.
Used terminal for basic commands.

Confidential

AppleCare Mentor

Responsibilities:

Confidential

Technical Support Agent

Responsibilities:

All calls and emails were tracked and entered into Remedy/Vantive ticketing systems.
Supported backup software EMC Dantz Retrospect and Bounce Back Express.
Assisted customers with install and setup of internal hard drives, PCI cards, and external hard drives.
Helped user’s backup and restore data such as Microsoft Office Documents, Outlook .pst files, and any other pertinent data requested.
Supported Windows 9x, ME, 2000, XP and MAC OS X.
Averaged between 45-55 calls per day.