Help Desk Specialist Resume Renton, WA - Hire IT People

SUMMARY

Bilingual (German/English) and independent, CompTIA A+ certified IT - professional wif strong desktop support experience -- providing software, hardware, client/server and networking technical support.
Proven success working in high-volume, technical support/halp desk settings. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues, both remotely and onsite.
Consistently praised for communicating TEMPeffectively wif both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing wif frustrated users.

TECHNICAL SKILLS

Software: Microsoft Office; Exchange; Pages; Numbers; Keynote; Skype; Slack; Parallels; OTRS; Track-It ; anti-virus programs, TeamViewer, ShoreTel

Browsers: Chrome; Safari; Firefox; MS Edge; IE; Opera

Hardware: desktops; laptops; mobil devices; printers; scanners; routers; modems, phones

Networking: LAN & VPN/VNC/remote connectivity; TCP/IP; FTP; Active Directory, Remote Desktop

Platforms: Windows; Mac OS X; mobile platforms

PROFESSIONAL EXPERIENCE

Confidential -- Renton, WA

Help Desk Specialist

Responsibilities:

Answering inbound calls to IT Helpdesk regarding various complex hard- and software related problems. Providing technical support to internal employees including employees working remotely via Remote Desktop or VNC. Set up and maintain personnel accounts through Active Directory.
Support and troubleshoot issues wif Microsoft Office, Windows Operating System, and other desktop related issues. Install software for new and existing employees. Assist in hardware and software upgrades
We are currently undergoing a major upgrade of our hardware/software infrastructure, which includes switching to state-of-the-art Cisco server and transitioning from the ticketing software Track- It to BMC's Remedyforce, the latter of which will be my main focus.

Confidential

Technical Support Expert

Responsibilities:

Diagnose, troubleshoot and resolve a wide range of software, hardware and connectivity issues related to the eBay client GarageSale. Excel at asking probing questions and researching, analyzing and rectifying problems.
Routinely exceed ticket-handling goals, successfully closing an average of 15 requests per hour wif a 75% first-response resolution ratio and an average processing-time of less than 5 minutes per ticket.

Confidential -- St Louis, MO

Help Desk Technician

Responsibilities:

Partnered wif advanced Tier in-house halp desk peers to resolve complex problems regarding the FastDirect student information system that required escalation. Provided detailed descriptions of issues in trouble-ticket system and followed up diligently to ensure swift resolutions.
Supported small business customers (partnering schools) via inbound technical support calls and online tickets. Received “outstanding” performance feedback regarding teamwork, customer service, communication skills and technical problem-solving.

Confidential -- St Louis, MO

Technical Support Representative

Responsibilities:

Served as standby faculty IT-Support in a cross platform network wif a special focus on Mac OS X/ iOS related hard- and software. This included the maintenance, repair and installation of current and new AV/IT equipment, as well as regular communication and equipping/training of faculty and staff members.
Displayed exceptional people skills and maintained calm demeanor during each client interaction.

Confidential

Mac Support Specialist

Responsibilities:

Assisted professional and private Mac-Users experiencing hardware, software and networking issues. Helped clients migrate from Windows to Mac OS X, setup cross-platform networks, installed and configured new hard/software and provided professional on-site troubleshooting.
Consistently exceeded expectations for customer satisfaction.

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Help Desk Specialist Resume

Renton, WA

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