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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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