Help desk technician Resume

SUMMARY:

Solution - focused professional with 3+ years experience providing rapid and client-focused technical support to 150+ users. Demonstrated capacity to identify root causes and direct users to lasting resolutions. Adept at articulating technical concepts to users of varying technical understanding. Well versed in a variety of common operating systems, applications, and hardware with proven ability to master new tools and technologies quickly.

AREAS OF EXPERTISE:

Troubleshooting & issue Resolution
End -user & support
Scheduled & Ad Hoc maintenance
Client Relationship Management
Root Cause Analysis
System implementation
Rapid Ticket Response time
Detailed Documentation.

TECHNICAL PROFICIENCIES.

Platforms: Windows XP/Vista,7,8 and 10, Virtualization, Linux, Macintosh OS

Hardware: Dell, Gateway, HP, Mac, Printers, Scanners, PDA,Digital projectors.

Applications: Microsoft office suite, Microsoft 365, Exchange, Norton, McAfee Anti Virus, AVG Antivirus.

PROFESSIONAL EXPERIENCE:

Confidential

Help desk technician

Responsibilities:

Logically responded to user’s requests regarding IT issues in person, via phone, chat, remote access(Bomgar, Windows Remote Desktop, Zoho Assist, LogMeIn) fax and email.
Effectively used help desk ticketing systems like (Remedy, Peregrine, Heat, Service now) and followed standard documentation procedures.
Provided users with solutions and general computer needs like Password reset, Account creation, Email, Anti-virus, Updates, Networking and installation of drivers.
Followed up with customers and users to ensure complete resolution of issues and effective operation of IT systems.
Escalated trouble tickets and difficult situations requiring urgent attention to Tier II or Tier III personnel.
Demonstrated strong knowledge and experience in the use of Windows operating systems, Macintosh OS, Linux, Active Directory, Office 365 and Microsoft office suites.
Expertly diagnosed and resolved technical hardware and software issues.
Researched tickets/questions using available information resources.
Stayed current with system information, changes and updates.
Significantly reduced workstation set up time by developing a disk cloning procedure to streamline operating system implementation and security properties configuration.
Reduced user callback rate by 20% through accurate assessment of root causes of technical issues and consistent implementation of appropriate solution.

Confidential

SAFETY ADVISOR (Offshore)

Responsibilities:

Demonstrated strong knowledge of operations on Land locations, Jack-up and Deep water rigs.
Engaged in frequent walk-through inspection of rig facility with balanced focus on people, process and tools.
Documented all incident reports and daily safety activities using Microsoft suite.
Expertly supervised critical operations involving (Heavy lifts, lockout/ Tag-out, Hot work )
Communicated and liaised with customers and contractors on the supply of varying HSE products like (PPE) and safety tools.
Conducted safety Induction for new personnel coming onboard the rig. Conducts simulated and live emergency shutdown (ESD) on a Jack-up rig.
Conducted safety meetings, drills, simulated & live emergency shutdown (ESD) on rig platforms to ensure safety expectations are adhered to and understood by all personnel.
Reviewed all safety processes, tools, safety systems, programs, initiatives, goals and policies to ensure compliance.

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