Help Desk SpecialistÂ Resume Arlington, VA - Hire IT People

SUMMARY:

Highly - motivated individual with a proven ability to maintain customer satisfaction and contribute to company success.
In addition to my strong commitment and desire to succeed in every assigned task, I am reliable and driven, with strong time management and prioritize abilities.
Work independently or on a team, with a unique ability to communicate effectively on all levels .

HIGHLIGHTS:

WORKING EXPERIENCE:

Help Desk Specialist

Arlington, VA

Confidential

Responsibilities:

Responds to and diagnoses problems through discussion with users.
Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
Supervises operation of help desk and serves as focal point for customer concerns.
Provides support to end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Applies fundamental concepts, processes, practices, and procedures on technical assignments. Performs work that requires practical experience and training.

Customer Service Manager

Seat Pleasant, MD

Confidential

Responsibilities:

Assist customers in finding parts and products using the electronic or paper catalogs.
Address customer concerns.
Operate cash registers and following established cash handling duties; including but not limited to deposits, petty cash, and Lane Accountability.
Delegate and complete store merchandising tasks; including but not limited to stocking the store.
Assign, coach, direct and ensure completion of work assigned to AutoZoners on shift.
Process returns and manage inventory.
Installed, maintain and repair computer hardware and software.
Provide feedback to Store Manager regarding AutoZoner’s performance on shift.
Conduct and review all opening and closing procedures, report discrepancies to Store Manager, District Manager and Loss Prevention.
Motivate staff to provide WOW Customer Service.
Maintain sales productivity, store appearance and merchandising standards.
Effectively lead the store operation in the Store Manager’s and/or Assistant Store Manager's absence. Advice customers on substitution or modification of parts when identical replacements are not available.
Maintain office and computer supply inventory for the area.

Customer Service Representative

Annapolis, MD

Confidential

Responsibilities:

Provide sales and service support to established customers in a contact center environment averaging between 100-200 calls per day.
Handled trouble tickets and provide technical support for internal clients on a regular basis.
Diagnose and resolve hardware and software problems
Call existing customers to get their beverage orders.
Handle routine customer service inquiries and to update computerized data entry systems as necessary.
Help keep organization’s IT documentation (topology maps, drive maps, installed software, etc) up to date.
Responsible for maintaining and growing cold drink sales through telecommunications with existing customers.
Setup/Deploy, troubleshoot, upgrade, decommission, and configure equipment, including laptops, desktops, printers, scanners, mobile devices, etc. as directed.
Ensure accuracy of product orders.
Suggestively sell additional product which complement a customer’s current brand portfolio.
Consistently improve customer satisfaction through expert resolution of conflicts, issues and concerns.
Mentor & train new hire.
Meet sales and performance goals.