We provide IT Staff Augmentation Services!

Helpdesk Tier 3, Hardware Support Resume

Raleigh, NC

PROFESSIONAL EXPERIENCE:

Confidential, Raleigh, NC

Helpdesk Tier 3, Hardware Support

  • Repair, replacement, or upgrade of laptop and desktop computers.
  • Troubleshooting of in - house end user hardware issues.
  • Troubleshooting of in-house business class printers.
  • Ordering and inventory management of laptop and desktop computers, parts for laptop and desktop computers, toner for business printers, miscellaneous hardware and accessories.
  • Imaging and preparation of Windows computers for end users using SCCM and RDC.
  • Imaging and preparation of Apple computers for end users using DeployStudio.
  • Shipping and receiving of hardware to and from remote users.
  • Moving and setting up computers and desk phones for in-house users.
  • Writing setup directions for hardware for remote users.
  • Writing and distributing process documents to other helpdesk tiers.
  • Submitting 3rd party support tickets and coordinating with 3rd party technicians.
  • Ticket management and SLA adherence.

Confidential, Raleigh, NC

Helpdesk Tier 1, Analyst

  • Triage and troubleshooting of end user issues via telephone, email, and remote access.
  • Ticket management, SLA adherence, facilitation of IT Department communications during crisis.
  • Minor user account management, unlocking SSO accounts and resetting passwords.
  • Issuing and troubleshooting of RSA SecurID Hardware and Software tokens.
  • Deploying bug fixes provided by the Development Team.

Confidential

EasyTech Resident Technician

  • In store and on-site service, set up, and repair of personal computers.
  • Services include PC tune ups, diagnostics, in store virus removals, and new PC setup.
  • Customer assistance with technology products and services.

Confidential

Call Center Representative

  • Outbound sales to new and former clients.
  • Regularly meeting or exceeding sales quotas.
  • Adherence to sales campaign parameters.

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