Help Desk/IT Support Resume Long Island City, NY - Hire IT People

SUMMARY:

A challenging career where my 4 years of expertise in Information Technology across multiple technologies and platforms could be used and there is an opportunity to learn.
Over 4 Years of experience in IT industry
Determining the best solution based on the issue and details provided by customers
Serving as the first point of contact for customers seeking technical assistance over the phone or email
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Interested in new technologies and able to learn quickly.
Experience in Software Development Process like Agile, Iterative, Incremental and Waterfall for better understand about the application.
Expertise in bug - reporting and bug-tracking using the test management tool Jira and Rally.
Experience in testing on multiple operating systems - Windows 7, Window XP, Window 2000 and UNIX, Linux.
Possess strong analytical and problem-solving skills.
Excellent Communication skills, good Work Ethics and a Team Player.
Business oriented, Analytical and Diplomatic

TECHNICAL SKILLS:

Languages: Java, C, C++, SQL, PL/SQL, Visual basic

Databases: Oracle, MS-SQL Server, MS-Access.

Operating System: Windows NT, Windows XP, UNIX, Linux, Window1

Testing Tools: Selenium, Jenkins, Test rail, Quick Test Pro, and Load Runner, Quality Center.

Bug Tracking Tools: JIRA, HP Quality Center/ALM and Microsoft Excel.

Source Control Tool: Share Point, Microsoft Visual SourceSafe, Rational Clear Case.

Office Tools: MS-Word, MS-Excel, Power Point and MS-Access.

PROFESSIONAL EXPERIENCE:

Confidential, Long Island City, NY

Help Desk/IT Support

Responsibilities:

Served as the first point of contact for customers seeking technical assistance over the phone or email
Performed remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walked the customer through the problem-solving process
Directed unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Recorded events and problems and their resolution in logs
Follow-up and update customer status and information
Passed on any feedback or suggestions by customers to the appropriate internal team
Identified and suggest possible improvements on procedures
Proven experience as a help desk technician or other customer support role
Tech savvy with working knowledge of office automation products, databases and remote control
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
Proficiency in English
Excellent communication skills

Confidential, CLEVLAND, OH

IT Support

Responsibilities:

Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person or over the phone.
Write training manuals.
Train computer users.
Maintain daily performance of computer systems.
Respond to email messages for customers seeking help.
Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Clean up computers.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.