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Help Desk Specialist Resume

SUMMARY

  • IT Help Desk Specialist and Support Professional wif experience delivering technical support to both internal and external users, as well as leadership and key stakeholders.
  • Highly skilled in aligning end - user needs wif long-term resolutions to complex IT challenges. Adept at analyzing critical support requirements while increasing customer satisfaction.

TECHNICAL SKILLS

Soft Skills: Problem solving, adaptability, resourceful, flexible, communicative both written and verbal, empathetic, TEMPeffective use of time management, organized, active listener, solid conflict resolution, emotional intelligence, Franklin Covey Leading Customer Loyalty

Helpdesk Skills: Remote Troubleshooting, Chat Support, Email Support, Remote Support, Salesforce CRM, TeamViewer, Glance, Remote PC, G-Suite, MS Office 365, Service Now CRM, Fluent/native English speaking/reading/writing

Collaborative Communication Skills: Slack, Google Hangout, Skype, Zoom, MS Teams

Processing, Data, Presentation and Collaborative Skills: MS Office Suite, Google Docs, Google Sheets, PowerPoint, Smartsheet, SWAY, Mural, WebEx

PROFESSIONAL EXPERIENCE

Confidential

Help Desk Specialist

Responsibilities:

  • Conduct troubleshooting to resolve IT-related, Windows and Apple iOS issues for end users and internal stakeholders
  • Consistently met ticketing handling goals by closing an average of 40 calls per day and KPI of 25 minimum support tickets
  • Utilized ticketing system, G-Suite, noledge base, internal communicative tools, and remote support tools to resolve incoming service desk tickets, track incidents, and troubleshoot issues
  • Resolution of 95% first call ratio
  • Resolved 99.9% of Level 1 support tickets

Confidential

IT Help Desk Specialist

Responsibilities:

  • Provided emergency phone, chat, and email support for customers wif software, connectivity, and programming issues
  • Delivered support remotely by utilizing ticketing system, noledge base, internal communicative tools, and remote support tools to resolve incoming service desk tickets, track incidents, and troubleshoot issues
  • Support also TEMPeffectively avoided potential loss of programming revenue

Confidential

IT Help Desk Specialist

Responsibilities:

  • Acted as a single point-of-contact for managing communications, providing phone, chat, and email support to avoid potential loss of revenue
  • Consistently met call handling goals by closing an average of 40 calls per day Utilized ticketing system, noledge base, internal communicative tools, and remote support tools to resolve incoming service desk tickets, track incidents, and troubleshoot issues
  • Resolved 95% of tickets wif first call resolution ratio

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