Help Desk Specialist resume example with 2+ years of experience
Skilled troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Familiar with security standards and usability optimization. Fast-paced learner with the ability to retain and use information within 2-4 hours. Advanced Windows 7 and Windows 10 user. Effectively operates autonomously to troubleshoot and resolve concerns.
Ā· Active Directory
Ā· Application installations
Ā· Application support
Ā· Cisco Switch CLI
Ā· Customer service expert
Ā· Desktop support
Ā· Desktop Technical Support
Ā· Email account set up
Ā· Hardware and software installation
Ā· LAN/WAN
Ā· Microsoft Office Suite
Ā· MobileIron (iOS)
Ā· MS Office
Ā· Peripheral Repair
Ā· Problem resolution
Ā· Process improvement
Ā· Python
Ā· Remote support
Ā· Scripting
Ā· Security best practices
Ā· Software diagnosis
Ā· Switches and routers
Ā· System Analysis
Ā· System deployment monitoring
Ā· Technical Analysis
Ā· Technical Documentation
Ā· Technical issues analysis
Ā· Technical Support
Ā· Troubleshooting and resolution
Ā· Virus and malware prevention
Ā· VPN
Ā· Windows 10
Ā· Windows 7
Ā· Wireless Networking
Ā· YubiKey
- Defense and Forensics Emphasis
- Interdisciplinary cyber education program that conforms to academic requirements from the NSAās Centers of Academic Excellence in Cyber Operations (CAECO) and Cyber Defense (CAE-CD).
- Member of University of Arizona Cyber Cats
- Graduated with Honors
- https://www.linkedin.com/in/darnell-palmer-jr/
Oceanside, CA, 03/2019 - Current
Ā· Administered end-user mobile devices with MobileIron (iOS).
Ā· Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Ā· Citrix troubleshooting and support with Office 365 environment.
Ā· Configured hardware, devices, and software to configure workstations for new and current employees.
Ā· Created support documentation that assisted other team members to extend skills, leverage system features and find resolutions to questions without intervention from Second Level Support.
Ā· Documented all transactions and support interactions in ticketing system for future reference.
Ā· Explained technical information in clear terms to non-technical individuals to promote better understanding.
Ā· HSPD-12 card received.
Ā· Leverage Active Directory expertise to create user accounts and policy allocation.
Ā· Maintained inventory of Yubikeys deployed for new users and locked HSPD-12 cards of tenured users
Ā· Patched software and installed new versions to reduce vulnerabilities and protect data.
Ā· Processed over 90 support requests weekly for technical assistance on wide range of issues related to Software and Hardware.
Ā· Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Ā· Sanitization and imaging Windows 10 1909 systems for end-user deployment.
Ā· Self-Motivated and well organized.
Ā· Used SolarWinds products (DameWare) and RDP for remote user aid.
Ā· Using a ticketing system to document user issues, collaborate with Tier 2 support, and research previous related issues.
Ā· Using Cisco CLI for switch port configurations.
Ā· Using customer service skills to troubleshoot via voice and e-mail.
Ā· VPN troubleshooting and support
Ā· Work with Tier 2 to script software installation packages for SCCM.
Ā· Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Ā· Wrote solutions for resolved issues or new processes.
Towson, MD, 11/2018 - 02/2019
- Customer service via voice for client.
- Account troubleshooting and management.
- Product inquiry aid.
- Monetary transactions responsibilities.
- Using a knowledge base system for quick reference.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Provided primary customer support to internal and external customers in fast-paced environment.
Travis Air Force Base, CA, 07/2018 - 11/2018
Ā· Account troubleshooting and management.
Ā· Customer service via Voice/E-mail/Chat.
Ā· Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Ā· Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Ā· Handing escalated communications from co-workers.
Ā· Monetary transactions responsibilities.
Ā· Product inquiry aid.
Ā· Provided primary customer support to internal and external customers in fast-paced environment.
Ā· Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
Ā· Training to become SME.
Ā· Using a knowledge base system for quick reference.
Ā· Currently studying for the CompTIA Sec+ (March 2021) and Pentest+ (August 2021).
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Resume Overview
School Attended
- UNIVERSITY OF ARIZONA
- DeVry University
Job Titles Held:
- Help Desk Specialist
- CUSTOMER SERVICE AGENT
- CUSTOMER SERVICE AGENT
Degrees
- Bachelor of Applied Science in Information Technology
- Associate of Applied Science
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