IT Help Desk Associate Resume La Plata, MD - Hire IT People

SUMMARY:

Seeking position in information technology to apply my knowledge in computer diagnostics and customer service to resolve business technology issues.

SKILLS

Windows 7/10, Microsoft Word, Powerpoint, Excel, Kayako, CSS, HTML, Reynolds & Reynolds Power, Point - of-Sale Register, Windows & linux operating system installation, Custom software installation, Novell iManager, Novell Groupwise, Datatel Colleague, LibreOffice.

SKILLS IN PROGRESS:

EMPLOYMENT HISTORY:

IT Help Desk Associate

Confidential, La Plata, MD

Responsibilities:

Work in conjunction with Tier 3 support to provide technical support to staff, faculty and students.
Work with end user configurations performing troubleshooting on Tier 1 and Tier 2 levels of assistance on hardware, software or connectivity via phone or in person.
Image and reimage computer systems based on end user requirements.
Install and update software, hardware, and peripherals for office moves, system upgrades, and classroom labs while conforming to software licensing agreements and installation procedures.
Assist and resolve staff and student login/password tickets using Kayako Help Desk software.
Author and update internal knowledge base with discovered fixes to common issues.
Routinely exceed call-handling goals.

Service Coordinator

Confidential, Waldorf, MD

Responsibilities:

Designed, organized, and implemented plan of action for Honda airbag inflator recall scheduling procedure in order to complete target repair quota.
Answer all incoming calls within a timely manner and direct them to the correct department.
Schedule service appointments and assist with maintenance questions.
Assist with tasks specified by dealer management varying from stock organization to recall service manifest follow-up.
Verify current vehicle recall information and explain fee structures.
Prepare accurate and detailed repair orders that describe customer issues along with routine maintenance.