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Help Desk Associate Resume

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Houston, TX

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PROFESSIONAL SUMMARY:

Enthusiastic Help Desk Professional seeking to strengthen the IS Department using my technical knowledge and strong phone support skills. Takes initiatives to work hard complex cases while maintaining customer satisfaction through resolution. Excellent communications and presentation capabilities.

PROFESSIONAL EXPERIENCE:

Confidential - Houston, TX

Help Desk Associate

Responsibilities:

  • Provide phone support to over 275 end users in windows enterprise environment
  • Use remote tools (TeamViewer and vnc) for advance troubleshooting of software and MS Office suite
  • Escalate complex problems to the Infrastructure team when appropriate
  • Create user accounts, passwords and assign to security groups in Active Directory
  • Responsible for assigning tickets to team members in Heat ticketing system
  • Perform on call duties for remote workers needing after hours tech support
  • Configure mobile devices iPhones, Androids for users
  • Troubleshoot TCP/IP VOIP issues with office desk phones
  • Document procedures taken to resolve client incidents for technical Knowledge base

Confidential - Houston, TX

Specialist 1 ( Call Center Agent )

Responsibilities:

  • Answer 70 - 90 incoming calls from clients with account questions and discrepancies
  • Verify customers personal and account information
  • Responsible for resolving front end cases like bank account changes, lost cards and fraud
  • Assist customers in registering their online banking login credentials
  • Manage complaints line with Tier 1 investigations and escalate calls to supervisor when appropriate
  • Recommend additional banking products that customers may not be aware of
  • Occasionally shadow calls with supervisor of peers for educational and training purposes

Confidential - Houston, TX

Sales Associate

Responsibilities:

  • Provided customer service in fast paced back to school season
  • Maintained floor merchandised and store inventory
  • Performed cashier duties and close out register nightly
  • Unload trucks in the mornings

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