Service Desk Technician Tier II Resume

SUMMARY:

competitive, engaged, dedicated professional who works hard day in and day out seeking a challenging position with potential for growth and advancement.

PROFESSIONAL EXPERIENCE:

Service Desk Technician Tier II

Confidential, Washington, DC

Assist in end user complications with Blackberry’s, Laptops, and Desktops
Distribute Blackberry’s/iPhones for incoming employees
Use ServiceNow on a daily basis
Utilize the BES 5 & 12 servers
Utilize AirWatch to manage configurations on iPhones
Facilitate walk in customers for problems with iPhone’s, Blackberry’s, Laptops, or any general questions that they may have
Troubleshoot over the phone with customers/IT specialists

Sales Representative

Confidential

IT Helpdesk Technician

Confidential

Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Responded to queries either in person or over the phone
Diagnosed, troubleshot and resolved a range of software, hardware and connectivity issues
Set up video conferences with LifeSize and Crestron boxes
Partnered with Tier II and Tier III help desk peers to resolve complex problems that required escalation
Worked well under pressure to assist and resolve “VIP’s” (President, Vice President, and Directors) matters in an effective and timely
Installed and configured Cisco phones on a daily basis for voice and voicemail - managed w/ Cisco Call Manager/Unity.
Excelled in customer service satisfaction surveys
Guide customer through problem-solving process verbally in person and over the phone, or via email
Install, modify, and repair computer hardware/software as well as PC peripherals
Respond to queries and use ServiceNow to run reports
Manage inventory within ServiceNow for MiFi’s, Blackberry’s, and iPhone’s
Adapted to three different ticketing systems within one year (ITSM, ServiceNow 1.0, and EAMS (Merger of the ITSM and ServiceNow 1.0)
Resolve VIP situations in a timely manner (SLA)

Information Technology Intern

Confidential

Respond to Help Desk service requests to ensure courteous, timely, and effective resolution Assist in resolving customer and vendor issues
Walk Customer through problem solving process via phone or in person
Maintain asset and configuration management database of corporate laptop/desktop computers, phones, and associated software
Provide additional hands-on support for the following desktop platforms: laptop and desktop computer hardware, software, and peripherals; desk phones (Cisco IP phones) and smartphones (Apple and Android devices); desktop and network printers

Helpdesk Specialist

Confidential

On call troubleshooting for printers and desktop computers (Windows)
Hands on support for printers and windows computers
Support for Alamode specialized software
Installed, modified, and repaired computer hardware and software as well as PC peripherals

Confidential

Outback Steakhouse