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It Service Desk Technician Resume

Des Moines, IA

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

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