Technology Helpdesk Agent Resume Charlotte, NC - Hire IT People

SUMMARY:

More than 7 years’ successful experience in information technology support and support with recognized strengths in root - cause analysis, problem-solving and trouble-shooting, planning/implementing proactive procedures and systems to avoid future issues.

COMPUTER SKILLS:

Excellent working knowledge using both IBM and Mac systems; Lotus 1-2-3, Microsoft Excel, WordPerfect, Microsoft Word, CT DataTrac, Windows 7, Window XP, Microsoft Office 2003-2010, Internet Explorer 9, Net Meeting, Firefox, Tivoli, Remedy, Mainframe, Citrix Servers, Printers installs, Blackberry, IPhone, IPad

EXPERIENCE:

Confidential, Charlotte, NC

Technology Helpdesk Agent

Responsibilities:

Assist the Confidential messaging team with password resets
Provide Lync application assistance and troubleshooting
Microsoft Outlook help in dealing with different problems such ask PST rebuild application problems and troubleshooting
Hardware break fixes
Network connection and remote access

Confidential, Charlotte, NC

Desktop Technician

Responsibilities:

Receive inbound tickets via Freshdesk ticketing system.
Help with desktop installs, Software instills, and application support.
Complete installing of phone and network connect to switchboard
Set up new employees and user with in active directory
Install and use security system Panda

Confidential, Charlotte, NC

Desktop Technician

Responsibilities:

Receive inbound calls and Bomgar Chats to help end user with various problems.
Password reset for Active Directory Mainframe System Avantyx Service Suite
Application suppoer for Confidential applications and share point links
Desktop support for with in the Confidential locations
Laptop and GD8000 toughbooks imaging and setups.

Confidential, Huntersville, NC

Desktop Technician

Responsibilities:

Update company laptops with new image, programs, and applications end user
Maintain Active Directory of adding and removing users from permitted Groups
Remove company image from older model laptop Confidential clean wipes
First level support with Blackberry wipes and setting up new iPhones and Android phones for end users
Desk setups for end user moves and new employees
Maintain and update inventory with new and used desktop items

Confidential, Charlotte, NC

Client Support

Responsibilities:

Daily Windows 7 migrations and adding application for the Confidential Advisors Group
Ensured all employees migration are 100% complete and desktops and laptop are functional
Installed and programmed Confidential or hardware for end users migration then restore on new image Confidential
Utilized distribution servers to install applications
Installed network printers
Maintained and trained end user though check list of application to make sure all programs are functional
Walk end user though steps of setting wireless connection with-in the office and remotely

Confidential, Charlotte, NC

IT Helpdesk Support

Responsibilities:

Resolved 30-40 daily inbound calls from Confidential employees with 90% first call resolution.
Processed 10-15 password resets for log-ins, web application interfacing, wireless connection setup, Blackberry, and telephone setup. Active directory access and password reset for new and returning users.
Performed password resets for mainframe and Citrix servers.
Trained new employees with MS Office 03-2010, in addition to Outlook helping with email set up, delegates, mail groups, and out of office request.
Also help with different application support for end users whom needed help.
Installed new Windows system update from Windows XP to Windows 7.

Confidential, Charlotte, NC

IT Helpdesk Support Specialist

Responsibilities:

Daily interaction via telephone with Confidential dealing with IT issues.
Set up and account reset for the RSA secure ID to gain remote access to Hewitt’s network.
Updated and maintained process documentation and guideline forms utilizing Lotus Notes and Microsoft Office
Utilized domain applications to reset passwords for Citrix and Console one.
Created work-orders through Remedy system to document all issues.

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Technology Helpdesk Agent Resume

Charlotte, NC

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