SUMMARY

• Highly motivated recent A+ certified IT/Help Desk Technician graduate with over 3+ years related experience working with computers and assisting IT technicians in updating and trouble - shooting computer systems seeking employment within the field.

TECHNICAL SKILLS

• Network configuration
• Printer troubleshooting/repair
• Computer Troubleshooting
• Android/Apple support
• Hardware configuration
• Software installment
• Mac OS
• SharePoint 2016
• Windows 7/8/10
• Bomgar ticketing system
• Genesys ticketing system
• Remedy ticketing system
• Microsoft Office (Word, Excel, Outlook etc.

PROFESSIONAL EXPERIENCE

Confidential, NW

Helpdesk Operator

Responsibilities:

• Recorded and logged calls from clients within office building regarding computer issues
• Provided over-the-phone assistance to successfully fix computer issues at initial contact
• Provided some remote assistance to accurately push updates onto client’s computers

Confidential, NW

Computer Tech Assistant

Responsibilities:

• Completed calls as first line of contact for technical issues using Remedy ticketing system
• Assisted with in-person troubleshooting and successfully resolved minor to major computer issues
• Deployed new computers to client offices and configurated settings for successful internet connection
• Applied updates necessary for new security patches

Confidential, Keyser, WV

Computer Support Tech

Responsibilities:

• Resolved service tickets from 40-45 clients within 2 weeks and followed up with clients to ensure proper functionality
• Fixed computer start up errors and motherboard malfunctions with assistance
• Successfully performed over 10 software installments and upgrading on Mac/Windows computers and improved performance.
• Used appropriate tools to safely preserve and replace hardware components

Confidential, Wisconsin, NW

Shift Manager

Responsibilities:

• Promoted to Shift Supervisor position after increasingly high customer review rates
• Led Team to consistently meet the store quota monthly and yearly.
• Interviewed and recommended potential candidates for available positions within the store, which contributed to the quota reached by your team.
• Solved thermal printer problems and computer monitor issues using CVS help desk phone assistance.

Confidential

Security Officer

Responsibilities:

• Solved camera monitor connection issue which was causing to blank out (VGA was successfully swapped out) with Admiral Tech Support Team remotely.
• Use MS Word application to document incident reports
• Control access of people who requests entrance into site property enforcing public safety.
• Screen 25-30 callers a shift daily properly solving their problems without need to transfer calls.

Confidential

Help Desk Technician

Responsibilities:

• Efficiently serve as first line of contact to assist in computer issues for 50-75 office clients
• Successfully Install/Uninstall software apps based on necessity
• Maintain operating records of each device that has been properly serviced using Microsoft Excel
• Pull equipment from inventory preparing it to be deployed to new location
• Push out updates regularly to ensure latest security patches
• Use Remedy ticketing system to attend to service issues as soon as possible.
• Troubleshoot and successfully repair/replace hardware having technical issues or failing
• Manage and solve common and complex issues with mobile devices.