Help Desk Specialist Resume

SUMMARY:

To acquire a challenging position within the company that will allow me to utilize my education in Computers and work experience for the benefit of the company as well as for personal growth and professional advancement.

TECHNICAL SKILLS:

Certifications: ITIL Foundations (expected July 2019)

Systems: Mac OS, Windows

Databases: AutoTask, MS Dynamics, Freshservice Ticketing System, Datto RMM

Applications:, Microsoft Office Applications, Microsoft Office 365, OWA, Adobe products, Clio Legal Software, Cisco CUCM Phone Management System

Security Applications: Cylance, Bit defender, Ad - aware, WebEx, Team-Viewer, Proofpoint.

Technical Skills: Strong organizational and management skills; Strong verbal and written communication skills; Ability to prioritize effectively and balance competing priorities; Excellent research and analytical skills; Skilled in report writing and decision-making; Proficient in installation, configuration, and troubleshooting of various software applications, hardware and software tools; Provides exceptional customer service to Tier I and Tier II clients while troubleshooting issues and concerns in a timely and efficient manner; Demonstrated professionalism and tact when addressing issues that required to rapidly and cost-effectively resolutions of challenging and technical matters; Quickly study in mastering new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and IT methodologies.

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Specialist

Provide Tier I support and resolve issues such as resetting user passwords, troubleshoot Microsoft related desktop issues.
Assist with A/V upgrades (working with 3rd party vendors to upgrade CEO office, client sites)
Troubleshooting
Provide daily onsite support for workstation setup, configuration and other related projects.
Deliver Tier I, Tier II and Tier III Remote Administration to resolve client incidents and tickets to meet SLA goals and objectives
Install computer networks such as local area networks (LANs), wide area networks (WANs)
Install, configure and troubleshoot PCs, networks, multi-platform systems in Windows environment
Undertake routine preventative measures and implement, maintain and monitor network security.
Perform site surveys, create network diagrams and documentation for client infrastructures in a detailed manner, while executing Confidential best practices
Administer servers, desktop computers, printers, routers, switches, firewalls, phones, smartphones, software deployment, security updates and patches.
Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations
Maintain the schedules of network engineers ensuring there are no scheduling conflicts.
Monitor Service mailbox and responds to client facing requests.
Provide great customer service to customers by being responsive to their service requests in a timely manner.
Utilize online ticketing systems to record, create and update support tickets submitted by our customers.
Answer and triage all customer requests via phone, email or through the Client Access Portal.
Responsible for timely escalation of pending support-related issues to Tier III level engineers as necessary.
Accurately route client service requests based on urgency, location, and need.
Create support tickets using online ticketing systems, Autotask and Freshservice.
Obtain general understanding of applications and services related to company offered services.

Confidential

Geek Squad

Act as escalation point for all requests and incidents.
Resolved issues about malware security and risks for clients.
Develop and mature phone/ticket escalation to ensure incidents are properly attended to in a timely manner
Knowledgeable in Network troubleshooting, including connectivity issues
Ability to troubleshoot and resolve email issues, specifically MS Outlook
Performing in a highly professional manner to provide apple solutions to customers and small businesses.
Offering services such as PC setup and data migration and performing them once the customer understands the importance of these services.
Working hand in hand with Apple and Microsoft representatives.
Train new hires in using register system to ring out sales, take cash and credit payments.
Led and ran store trainings and one-on-one coaching within store for new employees.

Confidential

Front End Supervisor

Manage 15+ employees
Host daily meetings
Count daily income
Promote employees into a higher position if needed
Resolve customer issues

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