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It Help Desk Representative Resume

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Peoria, IL

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SUMMARY:

  • Experience installing and configuring computers, printers, network equipment through rollout and refresh projects
  • Personal experience building and configuring customer computers
  • Configured new network equipment for client locations, as well as tested presumed defective equipment
  • Over 3 years of help desk and call center experience, helping to develop excellent customer service skills

TECHNICAL SKILLS:

  • Experience installing and configuring computers, printers, network equipment through rollout and refresh projects
  • Personal experience building and configuring customer computers
  • Configured new network equipment for client locations, as well as tested presumed defective equipment
  • Over 3 years of help desk and call center experience, helping to develop excellent customer service skills
  • 7 years of experience coordinating the recovery of major impacts in a large Systems environment, as well as communicating impact information through enterprise communications
  • Basic understanding of many technology platforms, including: Windows, servers, Linux servers, WebSphere, VMWARE infrastructure, and networking concepts

PROFESSIONAL EXPERIENCE:

Confidential, Peoria IL

IT Help Desk Representative

  • Provided IT Help Desk services to external clients
  • Services included: Applications, E - mail, and Hardware support
  • Remotely managed Microsoft Exchange and Active Directory systems for clients
  • Supported client workstations using Microsoft Office
  • Provided support for clients using Blackberry mobile devices
Confidential, Bloomington IL

Contracted Consultant

  • Major incident coordination and recovery in a large Systems environment
  • Collaborate with several different support teams who all support different technology platforms to resolve major Systems impacts
  • Communicate business impact information through enterprise communications
  • Applied IT service management principles learned through ITIL Foundations training
Confidential, Peoria IL

Customer Service Representative

  • Provided customer service while verifying pending service appointments
  • Maintained high quality assurance scores

Confidential, Peoria IL

Help Desk

  • Within a Help Desk environment, I provided high speed Internet support to guests staying at various hotel chains across the country
  • Maintained a high level of customer service
  • Maintained high scores during quality assurance evaluations
Confidential

Technical Support

  • Received transfer calls from Tier 1 representatives for advanced troubleshooting
  • Supported field technicians troubleshooting network issues and or repairing / replacing network equipment
  • Configured new equipment for installation and tested presumed defective equipment that came from client sites
  • Example equipment: Routers, Ethernet Switches, Wireless Access Points
Confidential

Technical Specialist

  • Received transfer calls from Tier 1 representatives for advanced troubleshooting
  • Tracked and responded to alert messages for equipment outages, then remotely troubleshot these outages at client sites
  • Provided overflow coverage for level 1 calls
Confidential

Technical Specialist

  • Received level 1 calls from guests at client sites
  • Trained new representatives in call center procedures
Confidential, Bloomington IL

Help Desk Technician

  • Provided troubleshooting support for technicians installing Cisco routers and switches
  • Supported business partners using HP digital cameras and AIO printers
  • Performed excellent customer service at a high-volume call center
Confidential
  • PC rollouts and refreshes
  • Some projects included data migration
  • Switch and router installs
  • VoIP Phone installs
  • Printer installs
  • PC parts replacement

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