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Help Desk Technician Resume

Laurel, MD

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 Confidential t, 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 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 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 documentation using Microsoft Office 2010
  • Performed routine maintained on all types of computer equipment and printers
  • Performed software and mechanical upgrades
  • Able to install, troubleshoot, and operate Windows 2k, XP, Vista, and Mac OS
  • Identify different PC hardware parts, device drivers, and system programs
  • Analyze circuits with both AC and DC sources
  • Identify different networking protocols, configure DHCP, TCP/IP
  • Able to perform calculations with AC/DC circuits
  • Able to operate computer software such Word, Excel, PowerPoint, and Outlook
  • Able to troubleshoot and diagnosing hardware, software, and networks
  • Able to install different computer networks, servers and wireless technologies
  • Can create and organize user accounts
  • Soldering electronic components

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