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Help Desk Technician Resume

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SUMMARY:

  • MS Office +
  • Experience installing, configuring and troubleshooting Windows, issues with desktops, laptops and tablets, some peripherals
  • Experience with Citrix & VM environments
  • Over 9 years of customer service / call center experience
  • 6 years of hands - on experience as a front-end web developer (WordPress, other CMS systems)
TECHNICAL SKILLS:
  • Outlook, Word, Excel, PowerPoint
  • Troubleshooting Add-ins and Software Malfunctions
  • Document Formatting
  • Word Processing
  • Setting up users in Windows Server and MS Exchange
  • Password Resets
  • Account Unlocks
  • Distribution Lists
  • Citrix Receiver & CMC
  • VDI Power Director
  • VPN
  • Installation
  • Network and Local Printer troubleshooting, installation
  • Installation
  • Repair
  • Troubleshooting
  • Filesite
  • NetDocs
  • Chrome River
  • Open, Close and Track help desk tickets, and escalate to L2 Support
  • Help maintain client SLA
  • Research and create KB’s

WORK HISTORY:

Confidential

Help Desk Technician

Responsibilities:

  • Technical support for students, faculty and staff
  • Logged all incidents in ticketing system. Greeted students, faculty and staff & analyzed issues. Reset Passwords, installed organization’s Network software, troubleshooted hardware issues: (Mac flex cable failures, hard drive failures, laptop screen replacements, laptop keyboard installations, etc), troubleshooted software issues, connectivity, etc.

Confidential

Service Desk Analyst

Responsibilities:

  • Served as the initial contact for resolving technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues for Law Firms and legal professionals
  • Troubleshooted MS Office, Active Directory, VPN, Citrix, Mobile Devices .

Confidential

Web Developer & Support Analyst

Responsibilities:

  • Develop and maintain store and content websites and databases
  • Implement Confidential strategies and Internet marketing research/campaigns (AdWords, Analytics, Keyword research, Tags, etc)
  • Design book covers(Photoshop, Corel Draw) type & format books for printing(Word)
  • Provide IT support when needed; hardware, software troubleshooting

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