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Help Desk Representative Resume Example

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HELP DESK REPRESENTATIVE
Professional Summary
Experienced IT Representative, Manager, Social Worker, and Service Clerk with excellent client and project management skills. Action-oriented with strong ability to communicate effectively with technology, executive, and business, and customer based audiences, also have youth -centered clientel experience.
Core Qualifications
  • Excel in Interpersonal Skills, Creative Problem Solving, Customer Needs, Customer Satisfaction Assesment
  • Proficiency in Multi Task Management, Scheduel Management, Site Maintenance, computer Literacy
  • Able to participate in multidisciplinary team approach

  • Participate in Teams of three to 6 Individuals.

  • Computer proficient
  • Training and development
  • Change management
  • Interpersonal, oral, and written communication skills
  • Team-player
  • Experience performing assessments
  • Excellent relationship building skills
  • Ability to maintain accurate client records
Experience
Help Desk Representative06/2013 to CurrentHavertys Furniture ITAtlanta, GA
  • Planned and Executed: call system, Incoming calls, Outgoing Calls, troubleshooting hardware, Detailing tickets, Ticket resolution.
  • Experience: Printers, computers, networking, desktops, sales software, advertising software, servers, passwords, end-user password security system, bosanova, point of sale devices, configuring scanners, scanner software, Store downs, contacting vendors, contacting network providers,
  • Rapport building with employees, management, distribution, exectutives.
  • Provided onsite training. Reviewed and provided comments on the adequacy of documents and took necessary steps to cure any deficiencies.
  • Worked with product designers and product managers to design user interactions in applications.
  • Tested features across various browsers.
  • Answered user inquiries regarding computer software and hardware operation.
  • Set up equipment for employee use.
  • Conducted computer diagnostics to investigate and resolve problems and provide technical assistance and support.
  • Developed training materials and procedures.
  • Provided recommendations for resolving defects.
  • Oversaw local IT infrastructure including servers, security, networking, storage systems and desktops.
Assistant Manager04/2006 to 06/2013WalgreensSchenectady, NY
  • Delivered excellent customer service by greeting and assisting each customer,  Enjoyed Daily Team Based Work.
  • Addressed customer inquiries and resolved complaints.
  • Design and implemented customer satisfaction metrics.
  • Opened a new store location and assisted in recruiting and training new staff.
  • Stocked and restocked inventory when shipments were received,  stockroom organization, shelf labeling, product placement, and product pricing.
  • Reorganized the sales floor to meet company demands.
  • Maintained daily record of all transactions.
  • Managed order supply requests to replenish merchandise.
  • Addressed and corrected sales staff communication issues in a tactful and effective manner.
  • Contributed to merchandising ideas at team sale meetings.
  • Opened and closed the store, which included counting cash drawers and making bank deposits.
  • Helped customers select products that best fit their personal needs.
  • Maintained visually appealing and effective displays for the entire store.
  • Educated customers on product and service offerings.
  • Built customer confidence by actively listening to their concerns and giving appropriate feedback.
  • Completed floor replenishment to guarantee size availability and promote customer satisfaction.
  • Balanced the needs of multiple customers simultaneously in a fast-paced retail environment.
  • Communicated store policy violations to the leadership team in a timely manner.
  • Built and maintained effective relationships with peers and upper management.
  • Processed all sales transactions accurately and in a timely fashion.
  • Unloaded trucks, stocked shelves and carried merchandise out on the floor for customers,maintained organized stock shelves.
  • Offered direction and gave constructive feedback to motivate team members.
  • Administered all point of sale opening and closing procedures.
  • Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments. 
Staff/Teacher/Intern01/2008 to 05/2008Wildwood SchoolTroy, NY
  • Participated in classroom tasks, schedule organization, Task Building,  Observation Assessments, Participated in Behavior management.
  • Worked in cooperation with teaching staff, and students with developmental disabilities.
  • maintained good relationships with Students, .
  • Conducted Observation Reports,  Applied techniques with clients: testing, interviewing, discussion, and observation
  • Developed and maintained good relationships with agency and staff
Service Clerk09/2003 to 04/2008Rite Aid/EckerdLatham , NY
  • Responsible for store maintenance, and customer service, training new employees.
  • Assisted in stockroom organization, shelf labeling, product placement, and product pricing.
  • Worked in cooperation with management and coworkers to complete daily tasks.
Service Clerk09/2003 to 01/2008Eckerds/Rite AidLatham, NY
  • Maintained friendly and professional customer interactions.
  • Delivered excellent customer service by greeting and assisting each customer,  Enjoyed Daily Team Based Work.
  • Demonstrated that customers come first by serving them with a sense of urgency.
  • Worked as a team member to provide the highest level of service to customers.
  • Maintained friendly and professional customer interactions.
  • Received and processed cash and credit payments for in-store purchases.


Education
Associate of Science: Human ServicesMay 2008Hudson Valley Community CollegeTroy, NY, US
  • Coursework in Human Services and Social Work
  • Participated in an internship at a school for young adults with Emotional disabilities.
  • Academic Achievement Award in Human Services
Bachelor of Arts: Sociology Psychology and SciencesDecember 2010SUNY University at AlbanyAlbany, NY, USGPA: GPA: 3.33
Sociology Psychology and Sciences 
  • Minor in psychology,Coursework in Sociology, Psychology and Communications
  • Participated in an internship at a school for young adolescents with Developmental disabilities.
  • GPA 3.35
Additional Information
  • AWARDS/CERTIFICATIONS Official certificate of Human Services
Skills
  • Hardware: Configuration of Routers, Switches, Apple iPad, Android Tablets, Android, Windows & iPhone Mobile Device Support, Intermec Scanners & Printers, Zebra Technologies, Cisco IP Phones, Point-of-Sale devices, Printer Installation, DSL/Cable Modem Installation, WAN, & LAN Configuration, Cash Registers,
  • Software: Incident Management Ticket System, Citrix, VPN, Microsoft Word, Microsoft Excel, Microsoft Visio, Microsoft PowerPoint, Microsoft Outlook, Microsoft Active Directory, Airwatch, Lotus Notes, Adobe,  AS/400.
  • Enthusiastic people person, advanced problem-solving, great organizational skills.
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Resume Overview

Companies Worked For:

  • Havertys Furniture IT
  • Walgreens
  • Wildwood School
  • Rite Aid/Eckerd
  • Eckerds/Rite Aid

School Attended

  • Hudson Valley Community College
  • SUNY University at Albany

Job Titles Held:

  • Help Desk Representative
  • Assistant Manager
  • Staff/Teacher/Intern
  • Service Clerk

Degrees

  • Associate of Science : Human Services May 2008
    Bachelor of Arts : Sociology Psychology and Sciences December 2010

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