Service Desk Technician Resume

SUMMARY:

Versatile, meticulous, and highly motivated IT Technical Support/Help Desk Manager with an Associate of Science Degree, MCSE, MCP, and over 13 years of experience providing Tier I & II technical support for enterprise systems. Strong ability to troubleshoot various software/hardware issues, provide timely responses to customers, and repair system issues as they arise.

KEY STRENGTHS:

IT Technical Support
User/Data Security
Performance Management
System Upgrades
Employee Training
Testing/Troubleshooting
Software/Hardware Testing
Equipment Maintenance
Error Tracking/Resolution
System Configuration
Account Access Control
Process Improvement
Office 365 Portal
Active Directory
Windows Server/OS
Network Administration
Help Desk Analysis
Disaster Recovery

CORE COMPETENCIES:

Knowledgeable in assessing software issues, developing technical solutions, providing customer service, resolving conflicts, and maintaining network systems.
Evaluating existing databases and developing code to retrieve customer identification based on presented criteria, as well as creating reports used for ticket tracking.
Performing extensive rewriting of processing programs and development of improved applications for a variety of health services initiatives.
Collaborating with team members to establish and accomplish all goals.
Coordinating and performing multiple tasks simultaneously while collaborating with executives and professionals across various industries.
Solid analytical, communication, interpersonal, and time management skills.
Able to lead and assist others while working in an individual or team setting.

TECHNICAL PROFICIENCY:

Tier 3 support coming from a Microsoft enterprise environment
Office365, OneDrive, Skype for Business, Active Directory and Windows 10 iPhone, MAC, iOS

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Technician

Responsibilities:

Coordinated the service desk team members during daily activities of supporting clients.
Evaluated and assess service delivery performance metrics, as well as conduct surveys on clients to measure the level of service delivery in the company.
Kept record of daily operations at the desk for tracking of customer needs, services rendered and future reference.
Delegated specific service desk responsibilities to team members to create specialization and increase service delivery pace.
Reviewed all client complaints, rectified issues and liaised with appropriate departments to handle complex issues in a bid to provide more effective solutions.
Monitored service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
Served as Service Desk Technician Tier 1&2 until contract ended, then became Service Desk Team Lead for Confidential

Confidential

IT Technician

Responsibilities:

Provided network administration to include upgrading and installing RAM, hard drives, boards and modems for laptops and PCs.
Managed the configuration and performance management of all PC systems and telecommunications.
Maintained passwords, data integrity and file system security for the desktop environment.
Installed and configured WINS, DNS, TCP/IP and DHCP.
Recommend hardware and software solutions and upgrades using established procurement processes.
Established, reviewed, approved and processed quotes, requisitions and purchase order for capital equipment.
Effectively trained employees to handle various application software efficiently.

Confidential

IT Help Desk Analyst

Responsibilities:

Regularly provided efficient technical support over the phone, maintaining presentable phone demeanor, courteousness, and creativity.
Diagnosed software - hardware problems, responding quickly, clearly, and resourcefully.
Accurately documented all technical support and customer’s help-desk interaction.
Oversaw the IT new-hire process from account creation and workstation build through deployment and user training.
Maintained an extremely high level of customer satisfaction with a combination of technical skill and exceptional bedside manner.
Assisted MTFs with troubleshooting record transmission from CHCS to CCE by retriggering encounters.
Assisted MTFs with running reports out of Composite Health Care System (CHCS) to verify encounters not crossing to Coding Compliance Editor (CCE).
Designed and Deployed Vu Telepresence Video Conference Solutions architecture to multiple customers internationally.

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