Desktop Support/HelpDesk Resume

SUMMARY:

Veteran Help Desk Support Technician with more than more than 10 years of overall experience providing outstanding customer support by phone, via remote access or desk side assistance; which includes more than 5 years of experience providing Windows based IT support.
5 years of experience troubleshooting user problems relating to Windows XP and Windows 7 operating system and Windows Imaging, Windows User control, Security Center desktop application related issues.
Routinely configures and deploys end user workstations; performs upgrades, installations of software and drivers and essential desktop troubleshooting for: MacAfee Anti - virus, HP computer drivers and software, MS Office Suite, Outlook Express, Exchange server, IE, Mozilla, printer and scanner drivers; Bluetooth and webcam.
Deploys updates, service packs and hot fixes using Windows Update, Automatic Updates, and Group Policies.
Utilizes Active Directory for activating user rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates.

Technical Qualification:

Operating System Support: MS Windows 2000/XP/ME/2007/2010, Mac OS X, Windows 7 and 8
Software Application: Microsoft Office (Word, Power Point, Excel, Access), Norton Utilities, Lotus Notes, Adobe Photoshop, Adobe Flash, Exchange 2003/2007, Active Directory
System Design Methods: System Analysis & Design, Project Management, Decision Support System, System Development Life Cycle
Networking: TCP/IP, LAN/WAN, VPN
Development Languages: HTML, FLASH, .Net

EXPERIENCE:

Confidential
Desktop Support/HelpDesk

Responsibilities:

Provide computer help desk support via telephone communications with end-users.
Perform diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions.
Managed a high-volume workload within a deadline-driven environment. Resolved an average of 250 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
Help the company attain the highest customer service ratings earning 97% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Confidential
Help Desk Technician

Responsibilities:

Respond to requests for technical assistance in person, via phone, or electronically
Assist in troubleshooting user problems relating to operating system and desktop application related issues
Configure and deploy end user workstation
Perform upgrades, installation of software and drivers and essential desktop troubleshooting.
Deploy updates, service packs and hot fixes using Windows Update, Automatic Updates, and Group Policies.
Install printers on a print server and preparing print server to host clients.
Troubleshooting hardware peripherals like printers, wireless routers, modem etc.
User rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates as per need.
Assist with on-site visits and hardware troubleshooting.
Log all support requests into a tracking system, all help desk interactions, and prepare activity reports
Participate in creating technical and end user support documentation
Provide 24/7 on-call support once every 6 weeks
Work on system improvement projects with Help Desk Manager and other department members
Participate in ad hoc projects as deemed necessary by the Help Desk Manager

Confidential
Lead Technical Support.

Responsibilities:

Deliver world class customer service and build customer satisfaction and loyalty.
Performed tasks related to answering customer inquiries received via telephone, in person, or through applications and correspondence. Interacted with customers; provided program information, rules, regulations, laws and policy and procedures.
Strive for one-call resolution of customer issues.
Complete ongoing training to stay abreast of product, service and policy changes.
Logged on and off customer care system and accessed account files.
Recorded all customer and issue related information in the proper database.

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