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Help Desk Support Specialist Resume Example

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HELP DESK SUPPORT SPECIALIST
Summary

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. Proficient in windows and mac.

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. Proficient in windows , mac and linux

Skills
  • Hardware upgrades
  • Remote Technical Assistance
  • Technical Instruction
  • Troubleshooting and Diagnosing
  • Remote desktop services and support
  • Debugging
  • Application installations
  • Service desk support
  • Software upgrades
  • Technical troubleshooting
  • Hardware diagnosis
  • Computer maintenance
  • Administrative support
  • Windows , mac and linux operating system
Experience
Intuit | Frederesberg, VAHelp Desk Support Specialist11/2019 - 04/2020
  • Assisted in technical support process refinement to improve customer service and support.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Developed training materials, conducted webinars and authored wikis for user training and support use.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
Alorica | Woodbridge, VATier 1 Technical Support Representative06/2017 - 11/2019
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Reviewed current hardware and software and recommended modifications to increase system speed.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
T- mobile | Woodbridge, VATechnical Support Engineer10/2012 - 06/2018
  • Handled all delegated tasks, including technical support and customer service .
  • Enhanced customer experience by applying product knowlegede to help their decisions.
  • Troubleshoot for android and iPhones .
  • Physical and digital actions were were researched and performed on customers phones to bring back files and backup data .
  • Improved customer satisfaction by finding creative solutions to problems.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Developed robust online knowledge base for support staff to reference when responding to requests for assistance.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • 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.
FedEx | Woodbridge, VAWarehouse Associate09/2009 - 11/2010
  • Contributed ideas on ways to improve or optimize warehousing procedures.
  • Rotated goods in inventory by following “first in, first out” approach to keep shelves organized and well-stocked.
  • Managed vendor relationships to support supply chain and maintain product quality.
  • Moved boxes, containers and pallets with special-purpose equipment to meet demanding production targets.
  • Optimized project completion time by multitasking duties using heavy equipment.
  • Scanned container labels with RF scanners to verify contents and determine target destinations.
  • Affixed accurate labels to customer packages to prevent unnecessary delays in loading and shipping of ordered goods.
Education and Training
George Mason University | Fairfax, VABachelor of Science in CRIMINAL JUSTICE AND FORENSIC PSYCHOLOGY Expected in 06/2021
hobbies

Movies , reading , out door activities

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Resume Overview

Companies Worked For:

  • Intuit
  • Alorica
  • T- mobile
  • FedEx

School Attended

  • George Mason University

Job Titles Held:

  • Help Desk Support Specialist
  • Tier 1 Technical Support Representative
  • Technical Support Engineer
  • Warehouse Associate

Degrees

  • Bachelor of Science in CRIMINAL JUSTICE AND FORENSIC PSYCHOLOGY

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