Helpdesk Support Resume

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential

Helpdesk Support

Responsibilities:

Confidential

Helpdesk Support

Responsibilities:

Confidential

Desk Side Support

Responsibilities:

Confidential

Desk Side Support

Responsibilities:

Confidential

Senior Helpdesk Consultant

Responsibilities:

Provide Tier 1 and 2 technical support via phone and email
Provide support for, and resolve technical issues with supported web applications
Support Windows XP, Vista, 7, 8 and Macintosh operating systems
Instruct and train customers in application usage
Identify and escalate Tier 3 issues, individual and system wide trends
Assist co-workers with resolving technical issues and in training
Act as an escalation point for dissatisfied clients and client feedback
Monitor tickets and calls, notified management of any issues or emerging trends
Administer and make changes and updates to HEAT ticketing software to improve functionality and streamline processes
Produce reports periodically and at request, as well as advise and collaborate with management regarding the best way to organize, interpret, and present data utilizing SQL, Access, and Excel
Utilize basic SQL queries within MS Access for periodic reporting and metrics
Create, maintain, and ensure the accuracy of technical documentation for various applications
Train and mentor new employees
Installing, maintain, configuring, and troubleshooting computer systems and software
Trouble shoot hardware, software, and network issues
Manage computer and user accounts within Active Directory
Support VPN, Secure Docs, and CITRIX

Confidential

Information Systems Operator/Analyst

Responsibilities:

Installing, maintain, configuring, and troubleshooting computer systems and software
Active directory administration tasks
Support mobile devices
Troubleshoot network connectivity
Tier 1 and Tier 2 support and system imaging

Confidential

Desktop Support Technician

Responsibilities:

On site and remote user support of approximately 250 users in a Windows XP environment
Support mobile devices
Troubleshoot and escalate in support of laptops, desktops, servers, network, VoIP, and blackberry issues
Maintain an up to date inventory of all company software
System imaging with Symantec Ghost
Ensure that only the authorized number of installs was used per-license
Track of the warranty status of each piece of IT hardware
Report to the IT Director quarterly regarding warranty status and renewal