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Service Desk Resume

Plainville, CT

Objective

Looking to provide high quality help desk support to an organization with a focus on resolving the end users concerns in a timely manner and delivering a high degree of customer satisfaction

Technical Skills/Proficiencies

  • Provide timely documentation utilizing Remedy ticket tracking documentation
  • Reported escalating and aging ticket issues to management team
  • Researched, resolved and responded to ticket questions in a timely manner
  • Knowledge of MS Office, Windows 7, XP, and Vista environment
  • Hardware repair and diagnosis
  • Virus removal
  • Excellent in a customer service environment, utilizing soft service skills

Experience

07/2011-Current Date

Confidential,Service Desk

Plainville , Ct

  • PC Tech for desktops, laptops, and cell phones
  • Hard drive and operating system restoration, resolve problems with software, virus removal, and installation ofantivirus utilities
  • Installed operating systems, driver updates , emails, cards, chips, and upgrades
  • Fixedperipherals and all hardware
  • Diagnosed, configured and repaired problems with email and internet applications

04/2009-01/2011

Confidential,

Harford, CT

  • Service Desk
  • Research report various Windows desktop problems using Remedy Ticket System
  • Escalated aging tickets exceeding SLA’s to management team
  • Utilized remote desktop utility tools, desktop imaging and appropriate software
  • Performed routine maintenance of PC work stations and network printers
  • Supported 30-40 technical calls a daywith 1000 potential end users
  • Supported their account info, rights, security system

05/1999-02/2009

Confidential,

Wallingford, CT

  • Contacted small business owners seeing Webster Bank could improve their business banking solutions. Averaged about 150 calls a day. Performancebased goals.

Education

  • Accounting

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