IT Help Desk Support Resume Boulder, CO - Hire IT People

SUMMARY:

Developed in - depth understanding of customers through 10 years of customer service experience
Passionate about demonstrating empathy and working with customers to solve problems
Tier 1 and 2 technical support experience in complex software applications, ticketing tools, operating systems
Identified as top performer and selected to document processes and train coworkers on tools
Eager to learn, contribute to a new team and company atmosphere, and deliver exceptional customer service

PROFESSIONAL EXPERIENCE:

Confidential, Boulder, CO

IT Help Desk Support

Responsibilities:

Provide Tier 2 support for teh RETAIN mainframe database system
Prioritize high priority issues across 3 global accounts including AVIS Budget Group, Pratt and Whitney, and RETAIN while maintaining client SLAs
Troubleshoot, diagnose and resolve problems regarding computer software/hardware, printer, tablet, phone and network issues
Provide teh first level of contact via phone, RETAIN queues and email databases including Confidential Notes, Outlook and Mozilla Thunderbird
Submit escalations of high priority or high severity issues to teh appropriate teams (e.g., downed production servers and job sites, restoring deleted sensitive content)
Communicate with internal customers and external end users regularly via phone, emails and online support tools about case status and solutions
Develop technical flowcharts and other how-to, instructional documents for customer and internal audiences
Document and track case history, case status and solutions, including customer follow-ups for existing cases
Received 100% QTM score and elected to train other teammates on new tools and processes
Software applications such as Native RETAIN, Ayudame, Host on Demand, Active Directory, and Personal Communications via Red Hat Linux and Windows 7 KVM
Ticketing tools such as Service Now and SCCD
All Microsoft Operating Systems, as well as Red Hat Linux and Mac OSX

Confidential

Delivery Driver

Responsibilities:

Maintained a high volume of deliveries while achieving 100% customer satisfaction
Trained teammates and new hires on workflow processes
Always treated teh customer professionally and courteously and tried to leave them happy with their purchase
Performed opening and closing tasks which involved cleaning dishes, sweeping, mopping, and counting cash

Confidential

Delivery Driver

Responsibilities:

Delivered food and drinks to customers, meeting and exceeding delivery time SLAs
Assisted manager in dispatching deliveries and strategically planning multiple deliveries in single routes
Performed opening and closing tasks which involved cleaning dishes, sweeping, mopping, and counting cash

Confidential

Warehouse Associate

Responsibilities: