Helpdesk Support Technician Resume
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TECHNICAL SKILLS AND WORKING KNOWLEDGE
- Confidential Remedy Ticketing System and Spiceworks, CRM, and SNOW Service Now ticketing systems.
- Help Desk: Creating and resolving tickets, troubleshooting, escalating tickets.
- Software: Microsoft Office Suite 2010, 2013 and 2016
- Network maintenance: Kaseya monitoring tool, Trend Antivirus.
- Networking: TCP vs. UDP, OSI Model
- Security: IDS, IPS, Phishing and anti - virus/malware systems
- Office Skills: Telephone & Front Desk Reception, Customer Service, Filing & Records Management, Administrative Support, Complaint Handling, Data Entry
EXPERIENCE
Helpdesk Support Technician
Confidential
Responsibilities:
- Phone and Email Support using CRM and SNOW (Service Now) ticketing system.
- Microsoft Office Suite 2010, 2013 and 2016 troubleshooting various issues
- Active Directory (password resets, Distribution lists, email forwarding etc.)
- Printer/Fax troubleshooting, Windows 7,8,10, MAC, Remote Desktop Services, VPN
- Troubleshooting VOIP phones, reset pins and voicemail passwords
- Mobile phone email to phone setups for IPhone and Androids
- Network troubleshooting, Browsers, viruses, malware, software installs.
- Network maintenance: Kaseya monitoring tool, Trend Antivirus.
- Spam Filters: MXLogic, Proofpoint, Reflexions, 365 spam filtering.
Help Desk Specialist
Confidential
Responsibilities:
- Create and solve cases of customer problems.
- Troubleshooting, data entry, phone support, emails support.
- Customer service, teamwork, problem solving. Microsoft Office 2010.
IT Intern
Confidential
Responsibilities:
- Network maintenance (cabling, setup printers on the network, troubleshooting)
- General help desk support, Imaging and deployment of PCs using Active Boot
- Data Entry, Spreadsheets, Excel
Confidential
Customer Service Representative
Responsibilities:
- Worked in a self-managed team through operating mobile work stations to process orders and make price changes and signage
- Received all incoming calls for my department, directing customers to solve their issues, and organizing responsibilities of employees within the department
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