LiveCareer-Resume

help desk analyst resume example with 12+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary

Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge with successful team.

Restore system functionality by quickly assessing and resolving diverse hardware and software problems. Good troubleshooting, diagnostic and repair skills combined with strong attention to detail and systematic approach.

Skills

Leadership

Active Listener

Communication

Team Skills

  • Technical support services
  • Communicating with clients
  • Application installations
  • Technical troubleshooting
  • Service desk support
  • Call center experience
  • Computer maintenance
Experience
Help Desk Analyst, 01/2019 to Current
ToastDenver, CO,
  • Developed and maintained positive customer relationships resulting in increased account services and expansion.
  • Conducted end-user training and provided technical support on hardware, software and network issues.
  • Built and maintained successful relationships with service providers, vendors, dealers and consumers.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Resolved customer complaints and concerns by applying strong communication, conflict resolution and negotiation skills.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Maintained system capabilities by testing computer components.
Cleaning Manager, 07/2008 to 06/2018
Liberty Tax ServiceCleveland, TN,
  • Created checklists for daily stocking of housekeeping carts to improve inventory management and prevent unnecessary trips to stockroom.
  • Checked quality of work regularly through inspections and official assessments.
  • Trained staff to follow team standards and use efficient techniques.
  • Maintained equipment with focus on preventive and predictive methods to keep costs low and avoid breakdowns.
  • Achieved adequate coverage for jobs by setting effective schedules and assigning tasks to each worker.
  • Kept team safe by verifying proper use of safety equipment and techniques, and correcting missteps.
  • Utilizes digital timekeeping system to document hours worked per day.
  • Managed team supplies to maintain budgets and meet work demands.
  • Moved loads between machines, operated ironing equipment and folded laundered items.
  • Used different types of machines, including computer-operated models to complete laundry loads.
  • Applied specific treatments to handle different types of stains.
  • Adhered to safety practices to decrease laundry-related accidents.
  • Collected soiled linens and clothing and delivered clean loads by using carts.
  • Transported soiled laundry to washers to be pre-treated and cleaned.
  • Maintained correct equipment settings such as spin speed, temperature and fill level to avoid machine issues and stoppage. Worked with technician to correct malfunctions.
  • Cleaned and assisted with preventive maintenance of washers, dryers and other equipment.
  • Improved operations by working with team members and customers to find workable solutions.
  • Created agendas and communication materials for team meetings.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Recognized by management for providing exceptional customer service.
  • Performed site evaluations, customer surveys and team audits.
  • Earned reputation for good attendance and hard work.
Technical Support Representative, 07/2017 to 03/2018
IBEX GLOBALCity, STATE,
  • Diligently followed up with customers about existing orders, informing on status and responding to questions.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Maintained calm, professional demeanor when faced with high demand, high volume workloads.
  • Built and maintained successful relationships with service providers, vendors, dealers and consumers.
  • Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
  • Observed system functioning and entered commands to test different areas of operations.
  • Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Increased overall company performance through IT uptime and by implementing cost reductions.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries.
  • Reviewed current hardware and software and recommended modifications to increase system speed.
Education and Training
MBA: Business Management, Expected in 12/2018
University of Phoenix - Tempe, AZ
GPA:
Bachelor of Science: Finance, Expected in 11/2015
University of Phoenix - Tempe, AZ
GPA:
: Business, Expected in
University of Phoenix - Tempe, AZ
GPA:

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Resume Overview

School Attended

  • University of Phoenix
  • University of Phoenix
  • University of Phoenix

Job Titles Held:

  • Help Desk Analyst
  • Cleaning Manager
  • Technical Support Representative

Degrees

  • MBA
  • Bachelor of Science
  • Some College (No Degree)

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