Helpdesk Technician Resume

SUMMARY

A tenure professional with a strong academic background in IT combined with excellent experience as a helpdesk analyst.
Consistently recognized for technical troubleshooting skills used to rapidly and cost - effectively resolve challenging technical issues.
Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

TECHNICAL SKILLS

Systems: Windows XP/7/8/10, Mac OS

Databases: Oracle (Hora), Microsoft SQL Server (2008R2, 2008, 2005)

Languages: HTML, Java

Software: MS Project, MS Visio, MS Office, MS Access, Lotus Notes, Track-it, Snag-it, MFR MLS, Citrix, Cisco WebEx, Outlook, TeamViewer Oncore, Acclaim, Tribute, Remedy Force, Crystal Reports, Skype For Business, Workday, CRM Utilization, VMware, SNOW, SharePoint, Orion by SolarWinds, Software Center & System Manager (SCCM), Zscaler

PROFESSIONAL EXPERIENCE

Helpdesk Technician

Confidential

Responsibilities:

Installed & Configured 100+ workstations
Troubleshoot & resolved issues within Desktop, Printer, Scanner, tier 1-3
Imaged Computer w/ SCCM & External Hard Drives
OS upgraded 100+ workstations

Helpdesk Technician

Confidential

Responsibilities:

Supported Incoming Customer Service and Technical Support Calls
Troubleshoot & resolved issues within Citrix, Network Printers, POS kiosk
Imaged Computer w/ SCCM & External Hard Drives

Field Helpdesk Technician

Confidential

Responsibilities:

Configured workstations and fizz machines
Configured WAP’s & Tested for Active Ports
Troubleshoot Windows & Linux Server Issues
Carried and lifted Computer & Server equipment up to 50lbs

Technical Analysis

Confidential

Responsibilities:

Resolved ERP, LAN, WAN issues (via Remedy Force que of tickets)
Internal Service Support (Office & Remote)
Administer & Troubleshoot Several Servers In Office (Win2008)
Problem Solve Desktop, Printer, Scanner, Database Issues
Hyper-V setup & troubleshooting
Made modifications in Active Directory accounts daily (Create, deactivate, modify, Delete)
Lead Analyst on Deployment Project (Picis Deployment in Boston)
Worked Remotely for the last 3 years
Junior Database Analysis (SQL, Oracle)
Provided customer service support for inbound callers from Clerk Offices
Open/Closed office (key holder)
Created Crystal Reports for 60+ County Clerk offices across the country
Problem Solve Desktop, Printer, Scanner, Database Issues
Beta Tested Applications in sandboxes & Supported Application in Production
PM lead technical analyst, performed technical tasks for various projects
Ensured Teams followed SDLC process & Timelines are met

Software Support Representative

Confidential

Responsibilities:

Handled Customer Service\Technical troubleshooting calls and live chats simultaneously
Supported all the Real Estate Agencies in the Central Florida Region (5,000+ members).
Troubleshot calls via remote access (Cisco Client)
Front and Back End Support
Basic Network troubleshooting
Installed Java Patches and updates

Helpdesk Technician

Confidential

Responsibilities:

Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries
Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.
Researched and developed knowledge-base articles for Lotus Notes issues, resulting in an increase in first-call-resolutions.
Handled 40+ technical/mission-critical, customer service calls daily and consistently met high service standards.
Supported 40k+ end users
Supported Macs, Pc’s, and ERP’s systems
Desktop Support mostly software (Angel, Blackboard, WaveNet)
Worked troubleshooting tools (snag-it, cisco WebEx, Citrix systems, Outlook, Word, Excel)
Used Vpn’s & KeyFob

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