Helpdesk Consultant Resume

SUMMARY

Seeking to contribute and acquire skills within and beyond the helpdesk support role domain.
Highly experienced in live customer support over the phone, email or through remote desktop. Broad knowledge of Windows and Unix OS platform with significant understanding of the Mac OS and iOS platform. Significant knowledge in hardware repair, data backup and formatting.
Excellent understanding of planning and execution of projects through the System Development Life Cycle. Proficient in documenting and organizing data as a liaison between the technical and the management team and preparing the Business, Functional and Technical requirement documents.

TECHNICAL SKILLS

Hardware: PC based desktops, laptops, printers and scanners.

OS / Platforms: Windows XP / Vista / 7 and 8, UNIX

Application / Tools: MS Office Suite, HP Quality Center, Bomgar Norton Internet Security, McAfee Anti - virus, Citrix, GoToMeeting, Altiris, Photoshop, Dreamweaver, VMware, PC Anywhere, MS Visio, Eclipse

Networking: TCP/IP, FTP, LAN/WAN, POP3/SMTP

Database: MS SQL

Terminologies: Software Development Life Cycle, Service Oriented Architecture, Disaster Recovery, Software Testing Life Cycle

Programming Language: SQL, HTML, XML, JAVA

PROFESSIONAL EXPERIENCE

Confidential

Helpdesk Consultant

Responsibilities:

Involved in troubleshooting tier 1 and 2 computer issues over the phone, through emails and remote desktop live assistance using the software called Bomgar.
Reported every troubleshooting incidents through ticketing systems called Altiris and RightNow to see the status of the incidents.
Created, resolved and closed thousands of incident tickets throughout the ticketing life cycle.
As a means of quality assurance, logged many defects for the newly launched student login system 'Star ID' over the summer of 2013.
Documented defects and escalate them to the correct authority in - charge.
Involved in in-person technical support in many on-going classrooms, through intimidating situation.
Performed general clean ups, data back-up, formatting and troubleshooting network issues.
Involved in tier-1 general hardware repair including changing RAM, hard drives etc. in laptop and desktop computers.
Quick learner with sharp attention to details when coming across new situations and problems.
Excellent communication skills in both verbal and written, along with a good understanding of proper work environment and ethics.

Confidential

Sales Representative

Responsibilities:

Worked as sales representative, helping customers quickly find the right books and answering their desired questions.
Managed inventory and made sure that the inventory shelf were continuously stocked specially during the peak sales timeframe.
Managed inventory on the in-house corporate software and ensured that that the inventory on the shelf matched the inventory tracked on the software.
Worked in a very busy environment while multi tasking between one job role to another while still maintaining a consistent customer service level.
Strong ability to work independently, lead others or follow management orders.
Worked with in house software to ship books through FedEx.

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