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Help Desk Support Resume

SUMMARY

Experienced and knowledgeable Contact Confidential /Information Technology Professional/ seeking to contribute training and acquired skills within a Help Desk/Contact Confidential support role.  Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance.  In - depth knowledge and understanding of numerous software packages and operating systems.  Skilled in providing Customer and End-User Help Desk Support.  Easily identify and resolve technical issues and concerns.  Excellent communication and presentation capabilities. Able to weather a huge storm while remaining a strong leader to staff. Able to look at all the systems and software that call centers use, and know instantly what their implications are.

  • Training and Assessment
  • Setting Performance Standards
  • Coaching, Monitoring and Counseling
  • Practices innovating ways to influence employees
  • Great Leadership

TECHNICAL SKILLS

Help Desk Troubleshooting Skills: LAN/WAN support, resolving registry errors, configuring DHCP, DNS, Default Gateways, installing USB/Ethernet adapters, configuring email clients, (Outlook, Outlook for MAC), IMAP,TCP/IP, Internet Explorer, Firefox, Google Chrome and other email clients

Software applications: MS Office Suite Access, Excel, Word, PowerPoint, Outlook, Microsoft Word, Excel, PowerPoint, Visio, Project, Outlook, Access, Adobe Acrobat Pro and Publisher, Zoiper,Right Now, Sleepy Giant, Exact Target,

Hardware: Computer assembling, assembling and deployment as well as configuring desktops and laptops

PROFESSIONAL EXPERIENCE:

Confidential 

Representative

  • Respond to inbound calls and email inquiries from customers ensuring a solution to their problem/question/concern through the use of questioning and listening skills that support effective telephone communication.
  • Assist customers in making the best purchasing choices every time by providing simple, impartial advice
  • Provide product information to clients & offer product upgrades when appropriate.
  • Maintain detailed customer contact information within online CRM (Customer Relationship Management) system to include reason codes for each call, results of inquiry, and all correspondence for documentation tracking.
  • Build positive rapport with different types of customers over the phone, and apply appropriate actions to effectively control a telephone call and maintain a positive relationship with customers.
  • Interface with team members, management, and customers in reference to customer service issues. Escalate issues to manager in a timely fashion to expedite resolution and meet commitments to customers.

Confidential  

Help Desk Support

  • Provided exceptional customer service via phone, email, and chat daily
  • Tracked and managed tickets through RNT software
  • Created knowledgebase documentation for fellow employees
  • Handled and Diagnosed escalated ticket
  • Trained Tier 0 Technicians on troubleshooting techniques

Confidential  

Interactive Entertainment (Help Desk Support Customer Support)

  • Responsible for day-to-day technical support of computer operations of the office
  • Documented help desk tickets/resolutions, and maintained equipment inventory lists
  • Provided desktop support for over 120 clients by phone or in person as needed to minimize downtime
  • Created help desk documentation with step by step instructions on problem resolving techniques
  • Helped customers identify and resolve issues pertaining to dial up configuration, web hosting and domain registration

Confidential  

Confidential - Multimedia Support (Help Desk Customer support)

  • Successfully resolved PC issues involving Internet connectivity and other configuration related problems being encountered by a large student community
  • Analyzed and troubleshooted software and hardware issues on a daily basis
  • Provided and technical training to end users on software/hardware issues
  • Documented help desk tickets/resolutions, and provided overall assistance in daily administration of a computer lab

Confidential  

Confidential - Technical Support

  • Resolved technical issues involving a variety of problems being encountered by a large user community.
  • Created and maintained email accounts using Microsoft Outlook for all staff
  • Participated in annual IT audits and maintained inventory of over 800 IT equipment’s as per corporate guidelines
  • Re-imaged desktop computers and laptops as per schedule
  • Sent tickets to appropriate departments utilizing ticket tracking system in a quick response manner

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