Help Desk Technician Resume Charlotte, NC - Hire IT People

SUMMARY:

To obtain a challenging career, that utilizes both my Customer Service and Computer Skills.
Award winning customer service skills
10 + years experience in the Information Technology field
Excellent troubleshooting ability
Works well in a fast paced high stress environment, with the ability to learn quickly
Dedicated, highly motivated, and hardworking individual
Works well in both team environments, and individual assignments
Demonstrated ability to work well with little or no direct supervision
Successful in meeting new technical challenges and finding solutions to meet the needs of the customer
Excellent communication and interpersonal skills, with the ability to build strong working relationships
Excellent knowledge of Windows Operating System Fundamentals
Windows Server
Active Directory
MS Office Suite
Experience with different call tracking software including Remedy
Ability to diagnose, troubleshoot and resolve hardware, software and connectivity issues in person or via phone support
Experience with POS hardware and software configuration and troubleshooting

PROFESSIONAL EXPERIENCE:

Help Desk Technician

Confidential, Charlotte, NC

Responsible for supporting POS hardware, peripheral equipment, associated software installation, configuration and system operation
Logged all incoming calls into call tracking system thoroughly documenting all pertinent information
Assisted in the maintenance of all help desk documentation within the knowledge base.
Responded to all voicemails and emails in a timely manner
Performed general help desk duties as assigned.

Student Support / Help Desk Technician

Confidential, Hyde Park, NY

Provide desktop support for all student computer issues including hardware and software troubleshooting and installations, malware removal, and wireless problems
First point of contact for all student and alumni email or user account problems and requests
Provide desktop and telephone support as well as email and walk - in requests for all segments of the College’s user community
Responsible for training student workers to assist with student computer issues
Provide documentation to students regarding current virus threats, software updates, and “How To” information as needed

Technical Call Center Help Desk Analyst

Confidential, New York, NY

Supported end users remotely by responding to telephone calls, email and personnel requests for technical support
Identified, researched, and resolved technical problems for hardware and software related issues in a call center environment
Provided timely end-user computer support assistance on a variety of issues for a multitude of advertising agencies, with no set standard for hardware or software
Performed computer administrative tasks for callers that may include but is not limited to: creating and modifying user accounts, email administration, file system security, VPN account configuration and troubleshooting, printer problems and other routine and/or semi-routine user computer issues
Provided professional and courteous customer service support to all callers, and accurately resolve most issues in order that the end user did not experience a loss in productivity

Help Desk Support / Manager

Confidential, NY

Provided general technical support for all segments of the College’s user community
Responsible for the College’s phone-in Help Desk operation, as well as email, and walk-in requests
Assisted Help Desk Coordinator with creating and maintaining the Help Desk website as well as Training documentation
Responsible for staffing, scheduling, managing and training a student workforce of computer lab monitors

Help Desk Analyst

Confidential, East Fishkill, NY

Provided administrative and technical telephone support to Campbell Soup Company, Godiva Choclatier, and Pepperidge Farm Employees worldwide
Responsible for troubleshooting and resolving all Hardware and Software problems, LAN/WAN Connectivity, Security Access issues, How-To questions, and all areas of Lotus Notes
Provided AS400 administration support for multi-server, multi location environment
Certified Trainer for new Help Desk Analysts
Responsible for routing all Desk Side Support issues to on-site support within 20 minutes of problem determination
Responsible for monitoring all unresolved issues to ensure they are handled in a timely manner
Worked as a team to meet monthly Customer Service Level Agreement

Quality Assurance Analyst

Confidential, Yorktown Heights, NY

Tested new products, applications and infrastructure for technical errors, usability, user interface, design and other types of bugs and issues
Supported existing products, applications and infrastructure including revisions and updates
Identified, recorded, and tracked bugs in Defect Tracking System
Worked with developers to ensure bugs were fixed