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Help Desk Specialist resume example with 2+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

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.

Skills

· Active Directory

· Application installations

· Application support

· Cisco Switch CLI

· Customer service expert

· Desktop support

· Desktop Technical Support

· Email account set up

· Hardware and software installation

· LAN/WAN

· Microsoft Office Suite

· MobileIron (iOS)

· MS Office

· Peripheral Repair

· Problem resolution

· Process improvement

· Python

· Remote support

· Scripting

· Security best practices

· Software diagnosis

· Switches and routers

· System Analysis

· System deployment monitoring

· Technical Analysis

· Technical Documentation

· Technical issues analysis

· Technical Support

· Troubleshooting and resolution

· Virus and malware prevention

· VPN

· Windows 10

· Windows 7

· Wireless Networking

· YubiKey

Education
UNIVERSITY OF ARIZONA ONLINE, Expected in 06/2022 Bachelor of Applied Science in Information Technology : Cyber Operations - GPA :
  • Defense and Forensics Emphasis
  • Interdisciplinary cyber education program that conforms to academic requirements from the NSA’s Centers of Academic Excellence in Cyber Operations (CAECO) and Cyber Defense (CAE-CD).
  • Member of University of Arizona Cyber Cats
DeVry University Online, Expected in 02/2018 Associate of Applied Science : Network System Administration - GPA :
  • Graduated with Honors
Work History
F2 Systems, Llc - Help Desk Specialist
Oceanside, CA, 03/2019 - Current

· Administered end-user mobile devices with MobileIron (iOS).

· Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.

· Citrix troubleshooting and support with Office 365 environment.

· Configured hardware, devices, and software to configure workstations for new and current employees.

· 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.

· Documented all transactions and support interactions in ticketing system for future reference.

· Explained technical information in clear terms to non-technical individuals to promote better understanding.

· HSPD-12 card received.

· Leverage Active Directory expertise to create user accounts and policy allocation.

· Maintained inventory of Yubikeys deployed for new users and locked HSPD-12 cards of tenured users

· Patched software and installed new versions to reduce vulnerabilities and protect data.

· Processed over 90 support requests weekly for technical assistance on wide range of issues related to Software and Hardware.

· Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

· Sanitization and imaging Windows 10 1909 systems for end-user deployment.

· Self-Motivated and well organized.

· Used SolarWinds products (DameWare) and RDP for remote user aid.

· Using a ticketing system to document user issues, collaborate with Tier 2 support, and research previous related issues.

· Using Cisco CLI for switch port configurations.

· Using customer service skills to troubleshoot via voice and e-mail.

· VPN troubleshooting and support

· Work with Tier 2 to script software installation packages for SCCM.

· Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.

· Wrote solutions for resolved issues or new processes.

General Dynamics - CUSTOMER SERVICE AGENT
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.
General Dynamics - CUSTOMER SERVICE AGENT
Travis Air Force Base, CA, 07/2018 - 11/2018

· Account troubleshooting and management.

· Customer service via Voice/E-mail/Chat.

· Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.

· Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

· Handing escalated communications from co-workers.

· Monetary transactions responsibilities.

· Product inquiry aid.

· Provided primary customer support to internal and external customers in fast-paced environment.

· Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.

· Training to become SME.

· Using a knowledge base system for quick reference.

Certifications

· 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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