HelpDesk Specialist Resume

SUMMARY:

As one who excels in a collaborative environment, succeeding individually and as a reliable team member, I am hoping to secure a position where I will have the opportunity to build upon valuable knowledge while proving to be an asset to the overall mission of the organization

TECHNICAL SKILLS:

Software: MS Outlook, MS Excel, MS Word, Remedy, Windows Vista/XP/NT and 7, Active Directory, Windows remote tool

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Specialist

Responsibilities:

Provide access and log - in support (i.e. account locks, password resets, user account creation, etc.) to agents, brokers, State and Issuer System Administrators, and/or other authorized stakeholders.
Document and log all inquiries received, as required, in Remedy Incident tracking system and escalate to the appropriate next technical support tier for investigation and resolution
Investigate issues to determine if they are within the Tier 1.5 scope of resolution and resolve accurately
Investigate issues utilizing all available resources to accurately identify the appropriate escalation path to ensure timely resolution of the customer’s issue
Communicate with customers via call or email to obtain any additional information required or provide status of the customer’s issue
Participate in training to acquire and maintain the knowledge and skills required to effectively perform job duties

Confidential

Help Desk Specialist

Responsibilities:

Achieved a high level customer satisfaction while solving problems dealing with irate and intense customers
Manage requests for assistance through ticketing system (Remedy, E-Ticket) including input, follow up, analysis, and close out.
Perform Tier 1 troubleshooting tasks, and execution of standard changes and system level jobs
Clearly communicate technical solutions in a user-friendly, professional manner
Quickly triage and pass complex problems on to higher-level support for resolution
Provide excellent customer service

Confidential

Assistance Manager

Responsibilities:

Achieved a high level customer satisfaction while solving problems
Quickly triage and pass complex problems on to higher-level support for resolution
Provide accurate and creative solutions to user problems
Installed and set up new hardware on systems
Respond to queries either in person or over the phone.
Respond to email messages for customers seeking help.

Confidential

I.T Help Desk intern

Responsibilities:

Deployed new desktop and laptop computers and perform program installations.
un-boxing equipment, connecting all required cables and peripherals, verify data transfers, running scripts, and repackaging retired assets
Build a loyal customer base by creating long-term relationships
Assist in achieving and exceeding store sales and profit targets
Support store manager in recruiting, hiring and retaining top tire talent
Effectively balance personal sales and profitability goals, associate sales coaching and Management of the business.

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