Help Desk Technician Resume Laurel, MD - Hire IT People

SUMMARY:

I have over 4 years of successful experience in customer service and support with recognized strengths in networking hardware and software in desktop and helpdesk environments. I have excellent experience in problem solving in fast paced, high stress environments. I have high skill with MS Office, troubleshooting on Desktops/Laptops and Hardware/Software, Windows 95 - XP, Adobe Acrobat, Norton Antivirus setting up, troubleshooting new workstations and printers. I am Solution-oriented, highly analytical, and resourceful help desk specialist seeking opportunity to expertly resolve challenging technical issues while providing unsurpassed end user service.
Skilled trouble-shooter with the proven ability and problem solving skills
Successful background in quick completing projects while meeting all performance targets
Team player with a reputation for providing excellent customer/user service
Excellent Business and Communication Skills
Skill Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
Diagnosed, troubleshoot and resolve a wide range of software, hardware and network issues
Monitor, log and track all phases of help desk support
Performed Several physical set up of desktop hardware and software
Install, configure and modify hardware and software to ensure optimal performance, including Computers, Copiers, Printers, and IPads etc.

PROFESSIONAL EXPERIENCE:

Confidential, Laurel, MD

Help Desk Technician

Responsibilities:

Expanded background knowledge in windows, Mac and email implementation and reconfiguration.
Experience diagnosing, troubleshooting and resolving client issues with security equipment, hardware maintenance, installations and upgrades.
Guide clients via phone to install/delete security cameras and Z-Wave devices, using different types of routers and setting up motions to detect alarms.
Initiate, escalate, and resolve problem tickets/requests.
Customer Support & Satisfaction- Achieved high level of customer satisfaction through patient, methodical approach to problem resolution, with majority of calls resolved within company’s 15-min requirement.
Upgraded workstations from windows XP to windows 7
Installed, upgraded and configured business critical network hardware and software including email and remote access.
Created technical and training documentation using Microsoft Office 2010
Performed routine maintained on all types of computer equipment and printers
Performed software and mechanical upgrades
Provided computer help desk support via telephone communications with end-users.
Provided computer help desk support and technical training on hardware/software to end users.
Performed set-up, break-down, and transport of agency equipment on an as-needed basis.
Investigates and resolved computer software and hardware problems. Skilled at diagnosing and repairing personal computers.
Diagnosed hardware failure, user errors, imaging of Computer System
Managed inventory and tracked all hardware and software used

Confidential, MD

Help Desk TEC

Responsibilities:

Remote connect to clients to troubleshoot issues when working remotely
Clean modify repair computer equipment including monitors, keyboard and printers
Refresh /reimage workstations with current software and security updates through manual installation or the software install manager
Support for various issue that involved the Common Access Card (CAC)
User support for customers who are on site, at external sites and /or tele - working
Analyze help desk activity and make recommendations for changes in help desk procedures and systems
Provide level 3 tech support to the organizations employees and contractors
Created technical and training documentation using Microsoft Office 2010
Performed routine maintained on all types of computer equipment and printers
Performed software and mechanical upgrades

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Help Desk Technician Resume

Laurel, MD

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