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It Help Desk And Support Technician Resume

Concord, CA

TECHNICAL SKILLS:

  • Microsoft Word
  • Microsoft Powerpoint
  • Microsoft Excel
  • Bomgar
  • Kaseya Remote Desktop Solutions
  • Mass Email Communications
  • Confidential Envelope
  • Management
  • Desktop Assembly
  • PC Troubleshooting
  • Apple/Mac Troubleshooting
  • A/V Equipment Troubleshooting
  • Okta Administration Tools
  • Inventory Management
  • Terminal/Command Prompt
  • Task Balancing
  • Customer Service
  • Time Management
  • Zoom Meetings
  • ServiceNow Ticketing System
  • Remote Troubleshooting
  • Zendesk Ticketing System

PROFESSIONAL EXPERIENCE:

Confidential, Concord,CA

IT Help Desk and Support Technician

Responsibilities:

  • Configuring and setting up workstations and office spaces for clients across the Bay Area and Silicon Valley areas
  • Coordinating with colleagues and clients to complete projects of varying priority and scale
  • Providing support for clients both remote and onsite in varying time zones across the US
  • Logging troubleshooting steps and updating information to the ITGlue database for

Confidential, San Mateo, CA

Helpdesk Technician

Responsibilities:

  • Coordinating with individuals in Israel, Ireland, and the U.S. to plan and manage projects, including audits, troubleshooting, and asset delivery and retrieval
  • Communicating with nearly 300 employees to gather and manage information to complete a company - wide audit of assets
  • Imaging and configuring 10+ Mac and PC laptops in an 8 hour work period
  • Managing information for user assets through Oomnitza and Zendesk; being sure to include the date of acquisition, owner of asset, department of owner and updating tickets that associate with those assets

Confidential, San Francisco, CA

Jr. Endpoint Technician

Responsibilities:

  • Troubleshooting issues for both Macs and PCs using Active Directory, Okta Admin tools, Command Prompt, many other tools for on average 30+ users a day
  • Imaging an upwards of 15 laptops, both Mac and PC in the span of 2-4 hours
  • Providing an excellent customer experience for users; ensuring their requests are handled in a timely & pleasant manner; having been acknowledged by a fellow coworker with a “Badge of Success” that goes directly to my manager
  • Making regular checkups on conference rooms to provide accurate statistics & providing solid information so that the rooms get the complete service they require
  • Documenting, managing, and keeping track of assets, requests and incident tickets, being sure that information is accurate, and solutions are easy to understand or replicate
  • Communicating effectively with teammates and users by utilizing Microsoft Outlook, Slack, Gmail and other communications software
  • Servicing a minimum of 3 users at a time; managing each incident with care and diligence as to ensure that each user’s needs are fulfilled completely

Confidential, Concord, CA

Crew Member

Responsibilities:

  • Providing excellent customer service by delivering upon customer requests with high levels of attention to detail for over 3 years for roughly 200 customers a day.
  • Lifting heavy loads of stock and perishables up to 50 lbs. with ease

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