Help Desk Associate Resume Profile

Skills

Please use this table to list the skills noted in the Required/Desired section of the requirement. In addition, please respond with the years of experience for each skill and the last time each skill was used. Add or delete rows as necessary.

Employment History

Information Technology

Confidential

Help Desk Associate Tier 2

Identified, diagnosed, and resolved Level One end-user problems with the mainframe, stand-alone and network printers, PC,laptop, cellphone, LAN, and tablet software and hardware problems, as well as e-mail, Internet, dial-in, and local-area network access problems in a call center environment.
Experience in troubleshooting on windows
Experience on HP Service manager and service now
Maintained password security, data integrity, file system security, backup for the end-user environment and Active Directory administration.
Provided one-on-one end-user problem resolution in a timely manner over the phone in local, and remote locations for desktop, laptop, and tablet software.
Logged tickets within an issue tracking system for problems reported by end-users.
Assisted with and communicated critical system outages, software upgrades, and capacity planning.
Hosted consultations with the supervisor and IS professionals when the appropriate course of action was unclear or needed.
Followed up on specific inquiries or requests to ensure clients satisfaction and informed clients of the problems resolution in a courteous and expedient manner.

Confidential

System Administrator Assistant Data Device Move Project

Served as IT support staff in the installation, configuration, and maintenance of LAN, PC and MAC workstations.
Understood and interpreted installation and upgrade documentations and Best Practices.
Conducted move, ads and changes including projects such as station moves and upgrades on both hardware and software.
Responsible for local and facility phone installation, changes and support responsibilities.
Installed, configured, maintained, supported, and troubleshooted client network and equipment.
Helped install local area network cabling systems and equipment such as network interface cards, hubs and switches.
Tested and optimized the functionality of systems, networks, and data and defined technical requirements.

Confidential

Information Technology Intern

Assisted with network installations on LAN, PCs and printers.
Customized the Windows desktop for individual client needs.
Experience in troubleshooting on windows
Installed operating system, application upgrades and patches.
Diagnosed, repaired, or replaced malfunctioning PCs and printers.
Created up to date clone images of network PC using GHOST.
Maintained and logged inventory sheets for accountability of equipment.

Confidential

Retail Sales Associate

Sold merchandise, worked the cash register and answered phone calls.
Built consumer confidence by promoting an interactive, engaging and reassuring retail environment.
Maintained promotional detailing ensuring clarity of products, plans and services.
Experience on solving outage on phone
Maximized retail space with client centered displays and interactive devices.
Maintained an expert level knowledge of the rapidly changing T-Mobile technology.

Confidential

Key Holder/Retail Sales Representative

Administered company policy and business ethics when managers were not present.
Supervised and authorized colleagues decisions with customer transactions.
Experience with Verizon ISP connectivity
Organized and led staff meetings targeted to improve customer and employee satisfaction.
Led equipment demonstrations and troubleshooted end-user equipment issues. Experience on solving outage on phone
Routinely exceeded revenue targets for products, plans, and enhanced services.

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