Help Desk Technician Resume Profile

OBJECTIVE:

To contribute outstanding technical skills and strong commitment to achieving your company's goals in an IT consulting capacity.

QUALIFICATIONS PROFILE

IT professional with 15 years of Information Technology experience who provides superior service, sets high standards, and exceeds expectations Including 5 years experience Help desk
Provide technical assistance and support for incoming tickets related to computer systems, software and hardware.
Communicate with end users via phone and email regarding issues.
Utilize SMS remedy system to document and route users complaints
First Call resolution
Walk customers through the problem-solving process.
Install, modify, and repair computer hardware and software.
Run remote desktop
Resolve technical problems with LAN, WAN and other systems.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved.
Run reports on system performance.
Escalate chronic or ongoing issues.
Install and maintain local admin rights
Utilize Active directory as administrator for resolving local issues with software and reset ing passwords
Vpn access and install

CONFIDENTAIL

SKILLS:

CAREER HISTORY

Helpdesk Technician Performs on-site desk side services, repair, and installations. Provides technical support to identify, prioritize, resolves, and follows-up on all reported problems. Performs general maintenance, troubleshooting, imaging, hardware support, software installation and repairs computer desktops laptops. Prepares progress reports for work performed, uses problem management databases and help desk systems. Warranty lease swapping. Printer Support. Run diagnostic programs. Resole Technical problems with LAN/WLAN systems. Install and troubleshoot VPN systems.
TNT Logistics, BMW, shipping and receiving scan receive incoming and outgoing supplies

CONFIDENTAIL

Responded to, evaluated, and prioritized incoming phone and email requests for technical assistance from users experiencing problems with hardware, software, networking, and other computer related, Web, and telecom technologies.
Provided prompt, accurate, and respectful support to users, employing high degree of customer-service skill and technical expertise while ensuring customer satisfaction.
Applied troubleshooting techniques to verify solutions.
Contributed ideas to improve customer service and suggested ways for second level support to interact with customers.
Frequently resolved issues with little or no supervision.
Quickly learned new tasks and rapidly resolved customer problems.
Logged incoming calls and email into call tracking database.
Escalated trouble tickets to specialized staff for resolution.

CONFIDENTAIL

Consistently delivered rapid, outstanding service and support, resulting in a high level of customer satisfaction kept users updated on resolutions.
Supported multiple corporate-wide upgrades and office relocations.
Coordinated installations for 24 network printers and 15 satellite offices.
Instructed users on new printer systems.
Installed and upgraded 60 PCs in conjunction with new host system.
Assisted in configuring and rolling out PC hardware and printers for 200 users at company job site.
Kept knowledge of changing technology current to benefit customers.
Cited by supervisor as extremely thorough, proficient and knowledgeable about customer base and praised for frequently volunteering for assignments above and beyond job description, as well as delivering on-time, complete solutions, doing whatever it took to get the job done, keeping coworkers and management well informed, offering suggestions to improve teams' efficiency, and providing expedient resolutions to user problems.
Preformed daily software and hardware backups and disk imaging.

CONFIDENTAIL

Large and small wheel vehicle maintenance and repair.
Troubleshot, diagnosed, and repaired AC and DC drives, and programmable logic controllers.
Performed intricate repair work that required reading blueprints, drawings diagrams
Determined current carrying capabilities of electrical wire and equipment by carrying out mathematical computations.