Helpdesk support analyst Resume

SUMMARY

My goal is to gain a Help Desk Support role to aid user performance by providing timely and precise support when the need arises.
My 8 years working in I.T. Support have equipped me with the ability to provide support over the phone, on site or with remote assistance.

PROFESSIONAL EXPERIENCE

Helpdesk support analyst

Confidential -

Responsibilities:

Update and support Client Operations and Studio Windows/Mac workstations, push troubleshoot and manually install application when necessary
Office 365 Admin. Management of Distros, Inboxes and Users
Efficiently delegate Networking, Server Support and Management level tickets after initial troubleshooting
Process Network Drive access requests across company departments
Maintain company Asset tracker and generate Master list of equipment assets
Support video conferencing equipment for client meetings.
Provide remote client support with Remote desktop tools
Collect, organize and E-waste old company equipment.
Working noledge of G Suite and Office 365 Admin, Intermedia Business Cloud admin and Adobe Creative Suite

Helpdesk Specialist

Confidential

Responsibilities:

Provide tier 1 and tier 2 technical support for telecommunication and network infrastructure
Oversaw the Windows 10 Migration for Finance, Marketing, Sales, HR and IT during my tenure.
Computer equipment built, configured and deployed based on established company guidelines.
Create new hire profiles for onboarding users as well as educating users when needed.
Support conference room peripheral equipment such as Apple TV and Startech display adapters
Maintained storage room while also managing company assets
Image employee laptops and desktops for streamlining replacement of hardware and data.
Support call center recording software ‘Encore’ by DVS Analytics
Support agents logging into a remote desktop server running windows 2008

Product support Specialist

Confidential

Responsibilities:

Establish relationships with offices across the U.S. to install and configure appointment reminder software for Dentists and office managers.
Host webinars to educate clients on how to use and set up the product to best benefit their businesses.
Responsible for documenting and resolution of all client interactions.
In charge of coordinating best times for scheduled maintenance of office servers to not interrupt day to day business.
Web account set up as well as SEO and Social Media consulting for group and individual practices.
Reconcile account discrepancies with Finance and Sales departments

Call Center Supervisor

Confidential

Responsibilities:

Manage call center overnight and prior to team manager arrival.
Took escalated calls that agents could not resolve.
Monitored queue while keeping agents engaged in calls.
Effectively helped build call center culture by being responsible for “on the floor” activities while still being available to assist agents when needed.
Discussed and assisted with the roll out of product information.
Provide world class customer care to ensure client satisfaction.
Manage both inbound and outbound calls in a fast-paced work environment.
Built consumer relationships with a friendly, personable and compassionate approach while keeping the client goals in mind.
Demonstrated excellent communication and computer skills to provide a great customer experience.

TECHNICAL SKILLS

Build, configure, deploy and relocate workstations
Working noledge of Computer Imaging
Phone systems, Intermedia Business Cloud services
VPN user set up for remote desktop access
Fluent in English and Spanish
Microsoft Office 365
Active Directory and Group Policies
Document and resolve requests presented through JIRA ticketing system
Windows 10, 7 and Mac OS Troubleshooting
Can work independently or in a team while remaining enthusiastic about learning new software and practices