IT Helpdesk Associate/Technical Resume Toronto, Ontario M - Hire IT People

SUMMARY

Exceptional telephone etiquette and interpersonal skills
Proven ability to diagnose, troubleshoot, and resolve technical problems
Easily develop good rapport with customers/clients with excellent verbal and non - verbal communication skills
Confident, self-motivated, multi-tasker and excellent team player
“Out-of-box” thinker and eager to learn new things
Excellent listening, time-management and decision-making skills
Analytical and problem-solving skills with keen attention to detail

TECHNICAL SKILLS

Operating systems: MAC OS, Windows OS (7, 8, 10), Linux/Unix

Ticketing software: BMC Footprints

Programming languages: C#, Java, C++

Database Systems: Oracle, Microsoft SQL Server

Programming editors: NetBeans, Visual Studio, Notepad++

In-depth knowledge of office 365 applications: Word, Excel, PowerPoint, Access, Outlook

Excellent Knowledge of networking principles and protocols such: TCP, UDP, FTP, DHCP, SSH

PROFESSIONAL EXPERIENCE

IT Helpdesk Associate/Technical

Confidential, Toronto, Ontario M

Responsibilities:

Operate as a point-of-contact for halpdesk, technical, halping to diagnose, troubleshoot, and resolve issues related to computer systems, hardware and software
Responded to phone calls, emails and personal requests relating to technical problems and IT issues and created tickets for different teams.
Worked collaborate with service desk team to resolve various issues reported by stores
Resolved issues remotely by using various remote desktop tools such as BMC Client management
Experience with Confidential ’s Point of Sales (POS) system and ticketing system
Resolved employees complaints and concerns with strong verbal and negotiation skills
Provided technical support related to Microsoft products (MS-Office), Windows Operating systems to end users
Troubleshoot Internet browser issues (Google Chrome, Mozilla Firefox, Internet Explorer)
Resolved issues related to printers and Remote Desktop Sessions of users.
Did password resets for different services used by Brick store employees such as 4CS, LimeTac, Brick University, Dejardins Creditwave
Analyzed and troubleshoot network connectivity issues of stores and did appropriate escalations to external and internal networking teams
Provided troubleshooting for RF scanners, pin pads, printers, security cameras installed in stores

Web Developer Assistant (Co-op)

Confidential, Toronto, Ontario

Responsibilities:

Developed attention to detail while enhancing teh company’s one of teh internal website called TRS (Training Request System) which is used by employees to make training requests
Provided level-1 technical support to end-users on desktop software and hardware issues
Performed troubleshooting techniques over teh phone and email to identify and resolve issues
Demonstrated planning and time management while performing AODA testing in eCorrespondence to make it AODA compliance
Performed “Coded UI testing” also called automated testing in “Visual Studio” for one of teh internal projects