Tier 1 Help Desk Resume Profile

Technology/Support Experience

Highly skilled on all Windows OSs from 95 to Server 2008 R2 including Windows 7 SP1 Experienced in Installs Repair Upgrades Maintaining all compatible Windows applications and programs End user hardware and Software setup and configuration Highly skilled with Symantec Ghost solution suite 2.5.1 hard disk utilities Images Formatting Restore and Partition file systems of hard disk drives Highly skilled with Network - based core services DNS DHCP Exchange 2003/2007 File services etc. Strong A Module Knowledge - able to assemble/disassemble install upgrade troubleshoot and repair X86/X64 PC desktop and laptop hardware flash bios Service Experience for Dell HP Lexmark and IBM products including peripherals printers desktops laptops Warranty and Contract Service Level agreements Warranty processing for supported products Parts management systems Service management process Diagnostic utilities Able to Support Microsoft Office 2010 Suites

Work Experience

Tier 1 Help Desk

Confidential

Phone Based Support. Resolve incoming client calls based on departmental goals. First Call Resolution minimum goal 88 .
Problem Determination. Perform initial problem determination by asking client troubleshooting questions in a systematic manner. Focus on the delivery of excellent service. Consistently utilizes troubleshooting skills and tools for maximum efficiency and effectiveness. Assesses initial impact in problem record sets record priority level as well as escalates in a timely manner. Capture large scale customer group impact problem escalation opportunities in a timely manner. Promptly notify Critical Incident Center of urgency issues after collecting required information for escalation. Detects patterns of callbacks affecting client or environment assess impact and take action. Get Client up and running in a timely manner.
Documentation. Follow Interaction and Incident Record Documentation Standards. Provide detailed accurate documentation in call logging system.
Quality Customer Service. Take ownership and responsibility of Client technical problems. Lead by example independently makes decisions on course of action to get the client back in to production in a timely manner. Be a positive professional resource for clients and support partners . Utilizes resources - knowledge news alerts seniors and team leads. Manages challenging calls maintain control. Takes opportunities to keep clients well informed during the call. Multitasks when handling ERC-IM client chats. Handles individual customer problem escalations.

Application Support

Confidential

Application Support Services

One of only three support team members who are focused solely on supporting Hospitals and Providers through the process of applying for the EHR Incentive Payment Program
Work through issues that are Federally based State based Provider based and application based to assist the callers in their preparations
Research solutions and document all issues reporting as applicable to the Director of Operations Developers Business Analysts or other support teams in handling issues that arise

Help Desk/Desktop Support Technician

Confidential

Tracked and responded to help desk incidents regarding NYS UCS DOT T V desktop support unit.
Tracked and responded to help desk incidents for equipment requests and replacements.
Installed configured and updated desktop and laptop systems to latest Microsoft and third party software versions followed by creating and restoring updated ghost images from updated systems. Using Ghost Solution Suite 2.5.1.
Documented the aforementioned procedure of creating a ghost image by stand alone ghost boot disc or by a Ghost Server.
Answered customer service calls and either resolving issues personally or assigning help desk ticket to the appropriate person or judicial district administration office.

Help Desk/Tech Support Analyst

Confidential

Tracked and inventoried all desktop and laptop PCs taken from stockroom to be deployed using HP Service desk Inventory system.
Installed configured desktop and laptop systems with proprietary GE software and configuration procedures respective to either desktop or laptop systems.
Contacted and scheduled prospective customers to have their PCs refreshed before the deadline of the project.
Maintained agreed appointment time to manually upgrade out of warranty or out of date systems.

IT Specialist

Confidential

Configured Deployed Maintained and Tracked desktop laptop PCs Hardware and software.
Configured Deployed Maintained and Tracked desktop network printers and peripherals.
Configured Deployed Maintained and Tracked Desktop laptop System HDD Images for faster deployment Install configure maintain Windows compatible licensed software
Worked closely within the Information Management Support group alongside the local help desk team to resolve multi-vendor System issues in a timely manner.
Performed inventory and asset allocation on deployment or as needed

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