Help Desk /Customer Support Resume

SUMMARY

Efficient and organized professional with over 4+years’ experience in Practices and Principle of information system and security control regulatory and policies include IT as a Help Desk Support Specialists.

TECHNICAL SKILLS:

Windows Operating systems Windows 7,8,10, Windows Server 2008, Windows Server 2012
Active Directory Skills Users and Machines Account, Office 365 support
Networking LAN/ WAN Protocols, Scripting Reimaging

PROFESSIONAL EXPERIENCE:

Help Desk /Customer Support

Confidential

Meet all service level agreement (SLA)required by customers contractors
Answer calls and provide basic tier 1 Technical support, evaluate and generate trouble ticket in Remedy system
Provide end user experiencing problems with hardware, software, networking application and other technology
Interview user to collect information about the problem and lead customer through diagnostic procedures to determine source of error
Ensure internal and external documentation of procedures and configuration or resolution as followed
Setup network for all newly install system laptops and desktop
Log and track calls using trouble ticket system and maintain history records and related problem documentation
Install and assist service personnel in installation of some hardware
Create and restore workstation and images

Confidential

IT Support

Meet all service level agreement (SLA)required by customers contractors
Answer calls and provide basic tier 1 Technical support, evaluate and generate trouble ticket in Remedy system
Provide end user experiencing problems with hardware, software, networking application and other technology
Interview user to collect information about the problem and lead customer through diagnostic procedures to determine source of error
Ensure internal and external documentation of procedures and configuration or resolution as followed
Setup network for all newly install system laptops and desktop
Support users and computers for the use and setup configuration
Log and track calls using trouble ticket system and maintain history records and related problem documentation
Install and assist service personnel in installation of some hardware
Create and restore workstation and images

Confidential

IT Support

Provide IT support and Services to a wide range of professional, educational and para educators in a large Active Directory domain
Daily activities include installation, reimaging, deploying of new workstations, installations of Windows Operating Systems on desktop computers.
Troubleshooting Windows environment to fix different software and application problems.
Installation of application, configuration of various Windows and mobile apps.
Experiences speaking with customers and client over the phones, using remote desktop support software to troubleshoot and fix problems.
Able to walk clients through numerous configuration steps to resolve complex issues.
Experiences using Cisco Connect IP phones.
Use Heat Ticketing System to document, tracks, escalate and resolve calls.
Network troubleshooting experiences. Uses networking commands like ping, tracert to troubleshoot communicating issues.
Experience repairing computers, detecting faulty memory modules and processors, PSU etc. Repairs laptop and desktop computers.
Familiar with Windows Server OS, Windows 7, 8, 10 operating system.
Maintain detailed record of works and
Assisted in building a model database of FAQ and documentation for my environment using Heat Knowledge Plus application
Mobile support as a mobile support system admin liaising with ATT, and Apple and maintaining the organization tech inventory.

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