Help Desk Support Resume

OBJECTIVE

To continuously improve my expertise in the areas I work in, provide quality high standards and exceed Technical customer service satisfaction.

SUMMARY

Professional customer and technical support, with more than 12 years of experience. Self - driven, motivated and focus on results. Quality minded and ability to achieve objectives under pressure and in any changing environment. Proven to work hard, disciplined with initiative; outstanding interpersonal skills and commitment to customer service; capable of managing demanding situations and will always offer 110 percent of my commitment.

PROFESSIONAL EXPERIENCE

Confidential

Help Desk Support

Responsibilities:

Assisted field technicians in setting up customers internet service from DSLAM,
Programmed setup and speeds for adsl and fiber services for end users on DSLAMS.
Did Troubleshooting for internet connectivity issues, like slow speeds, no internet service and no IP.
Static ip setup and troubleshooting.
Reported outages for DSLAMS issues.
Modem configuration and troubleshooting.
Ticket resolution and follow ups with technicians.

Confidential

Help Desk Support

Responsibilities:

Password resets and synchronization in active directory and other system applications such as
IMS, host ids (mainframe) and Oracle.
Virtual Machine support (Citrix).
Browser configuration for proper system access.
Mobile support (iPhone and Android), email configuration, update and application installation.
Troubleshooting multiple pc issues for laptop, Mac and desktop
Assisting users using with remote support tool VPN access and configuration. Microsoft product support, (all windows and office versions)
Ticket resolution and follow-ups using Service now.
Knowledge base article creation.
Also have assisted floorwalking and assisting colleagues with issues with users.
Providing the best soft skills I can offer.

Confidential

Technical Support

Responsibilities:

Provided support for a telecommunications company called Goodmannetworks (based in Texas), where I provide support for all employees and technicians from Active Directory (password reset, profile modifications and maintenance).
Exchange server: creation, modification and deletion of profiles for new, current and termination employees.
VPN (RSA/Cisco),
Oracle / Java Support
PC/laptop support, virus/malware.
Microsoft products support, such as Office 2007, 2010, and 2013 (Excel, Word, Power Point, Outlook configuration )
Mobile devices support (handhelds) configuration for email and customized app support.
Support via chat
Escalations not supported by first level.
Ticket resolution and followup using Service Now.

Confidential

Technical Support

Responsibilities:

Provided support for Rockwell Automation employees, distributors, suppliers and contractors.
My scope of support included Active directory (password reset, configuration)
SAP first level support.
Oracle / Java Support
Lotus Notes
AS400 password reset
Microsoft Products, such as Office 2007, 2010, and 2013(Excel, Word, PowerPoint, Outlook configuration)
Encryption software(Symantec)
Browser configuration.
Mobile Support. (Iphone and Blackberry)
Ticket resolution and followup using HP Service Manager.