Tier 1 Help Desk / Web Hosting Support Resume Hiawatha, IA - Hire IT People

SUMMARY:

IT Professional with three years of help desk experience providing software, hardware, client/server and networking technical support.
Proven success working in high - volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.
Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.

TECHNICAL SKILLS:

Software: MS Office (Word, Excel, Outlook, Exchange); instant messaging software; FTP

Browsers: Internet Explorer, Firefox, Chrome, Safari, Opera

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems

Networking: LAN & VPN/Remote Connectivity, TCP/IP

Platforms: Windows 95/98/2000/XP/VISTA/7, Mac OSX, DOS, Ubuntu Linux

PROFESSIONAL EXPERIENCE:

Confidential — Hiawatha, IA

Tier 1 Help Desk / Web Hosting Support

Routinely exceed call-handling goals, closing an average of 45 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal.
Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.

Confidential — Cedar Rapids, IA

Help Desk Technician

Partnered with Tier II and Tier III help desk peers to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.
Received “outstanding” ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem-solving.