Tier 1 Helpdesk support Resume

SUMMARY

I’m a Lifelong Tech enthusiast looking to further develop and broaden my skillset.
After spending most of my life providing break - fix and customer service I have found a passion in Cybersecurity and would like to pursue that as a focus

AREAS OF EXPERTISE

Troubleshooting general software issues for Windows environments
Over 20 years of personal experience assembling and repairing Computers, cell phones and other assorted electronics
Over 15 years of customer service both in person and over the phone
Moderate experience with Active Directory and Group Policy and some knowledge of PowerShell Scripting for Active Directory automation of user accounts

PROFESSIONAL EXPERIENCE

Tier 1 Helpdesk support

Confidential

Responsibilities:

Used the ServiceNow ticketing system to track and manage calls, self-service tickets and chat assistance
Provided assistance with Software from MS office to Web browser and OS based issues
Documenting and troubleshooting incoming coming calls based on a tiered assistance system, sending the more specialized matters to the appropriate teams
Provided access to company resources such as password resets, software access and Filesystem access by using Active directory controls
Managed email delegation and settings via the exchange management console for users and shared mailboxes
Trouble shooting Citrix Desktop and connection issues using the Citrix-Director and Xen-app management tools

HELP DESK - CSA TIER 2

Confidential

Responsibilities:

Provided security-based assistance to Business class and Residential customers for their accounts
Track all calls taken using the Remedy ticketing system
Assisted with the configuration of Modems and informed Customers of the best practices to use to ensure that their network is secure
Assisted law enforcement and potential victims of identity theft and fraudulent charges
Assisted Users with compromised email accounts with securing their account, and informed them of best practices to prevent further intrusions
Reviewed user submitted spam and phishing emails to ensure that they are properly marked and filtered by spam detection services and clearing those that were compliant with the CAN-SPAM standard
Educated users on the steps of Confidential ’s DMCA ARI policy
Assisted customers with retrieving account access logs
Assisted with other targeted and generalized abuse cases ranging from Caller-id spoofing, business PBX systems hacking, DOS attacks, over the phone harassment