Sr Help Desk Professional Resume

SUMMARY:

Seeking a position in information management and security field that will enable me to utilize my strong communication, decision - making skills, and interpersonal skills in a proficient capacity.

TECHNICAL SKILLS:

Tools: Office Applications, Networking Tools and Techniques, Desktop Operating Systems, Servers, PC Repair and Support, Advanced PC Repair and Support, Customer Service, Linux+, Linux Enterprise Server Administration.
Classes in Ethical Hacking and Network Defense, Supporting Users and Troubleshooting Operating Systems and Desktop Application, helpdesk Support Services and Software.
Experience Information Technology (Microsoft Windows based Systems), skilled in customer service..
Computer literacy: DOS, TCP/IP, WINDOWS 95/98/ME, WINDOWS 7, VISTA, XP, WINDOWS 2000 (Server & Professional), WINDOWS NT (3.51, 4.0)
Proficient in Office Suite Applications 2007, 2010, 2013

PROFESSIONAL EXPERIENCE:

Confidential

Sr Help Desk Professional

Responsibilities:

Resolve technical issues with servers, workstations, printers and mobile devices.
Provide prompt support to users via desk-side, phone and email assistance.
Keep leadership apprised of issues, status and resolution, escalating when necessary
Ensures proper set up of user equipment, installation of cables, operating systems, mobile devices or appropriate software.
Document and maintain IT inventory.
Assist in preparing, revising and maintaining procedures and documentation.
Develop and conduct training for end users on new systems and software applications.

Confidential

Assistant Manager

Responsibilities:

Issued tickets to patrons.
Consolidated money at the end of the evening.
Managed teams to run concessions and clean up.

Confidential

Junior IT Support

Responsibilities:

Helping users with software problems with Microsoft Office Products.
Network connectivity troubleshooting.
Switch/Patch Panel setup and maintenance.
Security panel maintenance and configurations.
PBX Maintenance and configuration of users.
Classified laptop auditing and updating.
Assisting users with technical issues as they arise.

Confidential

Windows 7 Rollout

Responsibilities:

This position will support image and distribute new laptop hardware with the updated Windows 7 image atthe corporate and remote offices throughout the US and Canada.
Corporate hardware refresh will be performed locally by these technicians.
Remote hardware refresh support will be scheduled and performed by phone.
All work was tracked by the client's ticketing system to completion.
Overall progress was tracked and reported to Allegis management on a regular basis.
Organization and project tracking, as per approved procedure, will be an important aspect of this project.

Confidential

Call Center

Responsibilities:

Answer calls from nurses and physicians helping them deal with technical issues with go live project.
Reset user passwords in Active Directory.
Verified users were in the correct roles to access needed applications.
Escalated calls to the correct departments.
Helped users with setting up correct certifications.
Used OPAS to create, look up, and close tickets.

Confidential

Assistant Manager

Responsibilities:

Supervised daily activities of sales staff in team environment and scheduled meetings with team/clients.
Appointed to open and close store as according to company standards.
Processed of monthly sales commissions, credit & debit memos and monthly close of sales.
Delegate responsibilities to all other employees in the store.
Advised employees in problem resolution using problem solving skill and completing work by deadlines.
Communicated with other departments and management staff to resolve problems and expedite work.
Managed multiple projects concurrently and maintaining high level of customer service.

Delivery Driver

Confidential, Chestertown, MD

Responsibilities:

Prepare and stock items at beginning of, and throughout, shift; select, assemble, measure, heat, and cook food items as according to order; remove spills and food droppings.
Selected, assembled, measured, heated, and cooked food items as according to order.
Maintained cleanliness of work area and provide friendly customer service.
Timely delivery of orders and presented a warm and friendly face for the store.

Technical Support and Account Management

Confidential, Easton, MD

Responsibilities:

Helped customers with technical and connection issues over the phone.
Preformed maintenance on servers and local clients.• Handled day to day as well as monthly billing issues.
Provided computer help desk support via telephone communications to users.
Earned solid reputation for resolving complex issues and providing exceptional customer service.
Promoted to assume additional responsibilities as Technical Advisor providing expert guidance to Help Deskstaff.
Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas.
Escalated issues as needed and maintained communication with customer and Technical teams.

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