IT Service Desk Technician Resume Des Moines, IA - Hire IT People

SUMMARY:

Enthusiastic technical support specialist seeking to benefit an IT department with strong time management skills and complex application knowledge. Skilled at building rapport with diverse individuals while handling technical issues.
Proficient Troubleshooter Diverse PC knowledge
Customer Service Telecommunications
Sales and Marketing Data Entry
Quality Control Analysis Judgement and Decision Making

PROFESSIONAL EXPERIENCE:

IT Service Desk Technician

Confidential, Des Moines, IA

Responsibilities:

Answer in - bound calls from internal employees regarding system, application and connectivity issues
Troubleshoot issues including but not limited to; proprietary application issues, website connectivity, break/fix issues for laptops and their docking stations, softphone & desk phones, vpn connections & internet connectivity.
Research issues within company database to determine cause and an appropriate resolution or workaround
Escalate unresolved issue to the appropriate team for follow-up
Install/un-install software on employees’ computers following company specifications
Document every call with issue, troubleshooting actions taken and resolution

Technical Service Specialist Tier II

Confidential, Clive, IA

Responsibilities:

Respond to system issues that have been escalated from Tier I Agents
Research system issue to determine cause and an appropriate work-around or resolution
Monitor Core Agents chat room and answer questions from Tier I Agents
Use additional Core software to check for & clear hidden tasks or exceptions provide additional direction to less experienced core team members
Sit in on new hire classes as acting subject matter expert

Technical Service Specialist I

Confidential, Clive, IA

Responsibilities:

Answer in-bound calls from internal Confidential employees regarding the CORE application to resolve technical issues
Use multiple websites, applications and databases to troubleshoot and resolve issues
Install/un-install software on employees’ computers following company specifications
Document each call with the issue, troubleshooting actions taken and resolution into the PAC2000 ticketing database
Used company based software to unlock employees PC accounts and/or reset their passwords
Verify employees identification using multiple verification applications
Perform basic computer clean-up for callers with slow computers

Confidential

Self Employed, Winterset, IA

Responsibilities:

Transport children to school, extra-curricular activities, and medical appointments.
Supervise and assist with homework
Organize recreational activities, such as, arts and crafts, games, walks and play dates.
Help prepare and serve nutritionally balanced meals and snacks for children.
Perform housekeeping and cleaning duties related to children's care.
Meet regularly with parents to discuss children's activities and development.
Communicate with children's parents about daily activities, behaviors, and related issues.

Telephone Sales Representative

Confidential, Indianola, IA

Responsibilities:

Call existing customers and up sell services based on customer needs
Call non-subscribers and sell them new products and services based on their current needs
Call businesses and sell them services based on their communication needs

Confidential

Team Leader

Responsibilities:

Verify other agents’ sales according to quality assurance standards
Input orders into all billing systems
Create exceptions for sales that are unable to be entered into the billing systems
Train fellow employees on data entry on all systems for verification
Responsible for tracking the verifying teams sales and back outs
Write and update procedures for verification
Grade verifier team members on quality assurance and coach them in areas for improvement
Provide feedback for team members about performance and improvement plans
Enforcing company policies on performance, attire and attendance