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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

  • Represented the Verizon Fios campaign at Walmart’s across Maryland
  • Gained basic sales strategies and practices
  • Worked in a team oriented environment

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

  • Deliver a great dining experience in a family oriented environment
  • Mastered how to manage myself in pressured situation

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