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Help Desk Technician Lead Resume

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Tampa, FL

SUMMARY:

Customer - focused Desktop Support with broad spectrum of operating systems applications and hardware. Exceptional customer service and communication skills; consistently convey competence and concern to end users. Strong ability to effectively multitask and to perform with sense of urgency for rapid issue resolution.

PROFESSIONAL EXPERIENCE:

Confidential - Tampa, FL

Help Desk Technician Lead

Responsibilities:

  • Worked the Help Desk providing PC and Mobile support, diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Created user accounts and managed access control of desktop and Network applications
  • Maintained hardware and software record
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
  • Monitored and responded to assigned incident management queues promptly and documented all research, troubleshooting and resolutions accurately.

Confidential, Princeton, NJ

Hep Desk Support

Responsibilities:

  • Serviced computers and various peripheral devices
  • Re-engaged locked network accounts via active directory.
  • Installed software to end-users pc/laptops.
  • Imaging and setups of laptops/desktops for end-user and/or new employees.
  • Coordinated with vendor(s) on repair of and/or ordering of equipment.
  • Installed operating system, software, antiviruses and patches
  • Sent tickets to appropriate departments utilizing ticket tracking system
  • Create help desk documentation with step by step instructions on problem resolving techniques
  • Manages, escalates, and resolves more complex technology service issues from Corporate and
  • Field associates. Facilitates issue resolution between internal IT teams and external IT business partners

Confidential - Media, PA

Help Desk Support

Responsibilities:

  • Worked with clients both in-store and on-site to install, troubleshoot, and repair technical problems for computer systems, including laptops, desktops, printers, modems, and monitors.
  • Provided advanced technological assistance to attend incoming calls by using IT Helpdesk handset or remote desktop assistance.
  • Configured, formatted and maintained PC desktops, laptops, local printers, peripheral devices, and associated software.
  • Diagnosed software-hardware problems, responding quickly, clearly, and resourcefully.
  • Accurately documented all technical support and customers help-desk interaction
  • Performed product hardware, software and services evaluations and repaired and replaced hardware and software.
  • Create, respond to, escalate, and close tickets. Track all outstanding tickets, working closely with Tier II Technician to ensure any problems are resolved in timely manner.
  • Manages support solutions and applications to resolve operational issues, performance issues and support issues. Facilitates the development of standard operating procedures and processes for support entities using these solutions, both for corporate and store technology environments.

Confidential - New York, NY

Desktop Support

Responsibilities:

  • Install device drivers, local and network printers, scanners, faxes and mobile devices.
  • Assign administration rights to new users, reset password and unlock user accounts.
  • Install new computer systems including laptops, desktops, docking stations, monitors, keyboards, mice, Power supplies, laptop bags and locks. De-install systems and return to quarantine.
  • Responsible for second level support for installed personal computer technology by identifying and resolving problems within service level standards, which includes prioritizing issues and communicating fixes to users or Team Leaders when necessary

Confidential, NJ

Desktop Support

Responsibilities:

  • Plans and delivers technical support services, including troubleshooting, installation, removals, moves, system knowledge assistance and/or training in response to customer requirements.
  • Documents solutions to problems and recommends fundamental changes to systems configurations to prevent recurrences.
  • Set up, maintain, and troubleshoot desktop, notebook computers, and telephones. Install and configure software in accordance with department policies and procedures. Document installation procedures to ensure consistent standard operating procedures are identified for others in the area.
  • Update and maintain inventory of all hardware and software resources and parts. Notify management of inventory and supply needs.
  • Manage and elevate Microsoft patches. Schedule patches and updates as needed with minimum disruption to employees.

Confidential, NJ

Access and Administration

Responsibilities:

  • Create and Administer User ID's, password, assign trust relationships to groups on domain, and assign rights to users to groups on domain.
  • Create and configure Lotus Notes email accounts, Mailboxes and internet accounts for users.
  • Create trouble tickets via Remedy application. Resolved assigned Remedy tickets.

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