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help desk support specialist resume example with 18+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Summary

Dependable Help Desk agent with 9 years of helpdesk experience. Assisting end-users with complex technical issues. Communicate complicated concepts clearly and effectively. Routinely handled communication for teams involved in major system issues affecting company systems. Talented internal Support Engineer adept at applying abilities, drive and technical skills to positively impact end users. Proactive and hardworking team player with focused mentaliJessicaa rigorous approach and experience using Service Now

Accomplishments
  • Redesigned and modernized the overnight schedules for the second and third shifts. This improved efficiency, reduced out time and risk of liabiliJessicaby the company by addressing labor law issue with schedule.
  • Consistently maintained high customer satisfaction ratings.
  • Consistently ranked in the top 10 of support call volume and resolution for location. Only outdone by external customer service agents.
  • Exceeded expectations in all metrics, expectations and work consistently over the last 2 years.
Skills
  • Verbal and Written Communication
  • Teamwork and Collaboration
  • Issue and Resolution Tracking
  • Microsoft Windows and Office
  • Tracking and Documentation
  • Customer Service Support
  • Help Desk Support
  • Customer Service
  • Resolving Problems and Incidents
  • Service Ticket Tracking
  • Employee Computer Support
  • Problem Solving
  • User Training
  • Customer Communication and Empathy
  • Positive and Upbeat
  • Incoming Call Management
  • Punctual and Reliable
Experience
09/2013 to Current
Help Desk Support Specialist Cvs Health Bakersfield, CA,
  • Assisted customers with instructional support and product troubleshooting.
  • Opened service tickets for clients, documenting user information and description of problem.
  • Supported customers with password resets and account customization.
  • Resolved Level 1 technical issues with software, hardware and peripherals.
  • Fielded help desk customer questions and fulfilled requests.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Supported customers having data connectiviJessicaissues, assisting with troubleshooting steps and rebooting of hardware.
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Addressed problems quickly and reported clear information while working under minimal supervision.
  • Set up user accounts, permissions and passwords and defined network policies and procedures.
05/2003 to 01/2009
First Responder Blue Ridge Healthcare System, Inc.. Marion, NC,
  • Served as first responder to over 100 scenes and provided life support to victims, including taking blood pressure, observing skin changes and taking pulses.
  • Administered spinal drainage, AED, CPR and various other forms of medical aid to patients.
  • Gave oral glucose, activated charcoal and oxygen to patients when needed.
  • Immobilized patients for transport using backboard or other spinal mobilization.
  • Observed, recorded and reported patients' condition or injury and treatment provided.
  • Administered first aid treatment or life support in prehospital settings.
  • Collaborated with team members and other first responders, ensuring consistent communication to maintain order and efficient care delivery.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Administered emergency treatment and medical care to people injured in accidents and fires.
  • Collaborated with other emergency personnel when responding to accident scenes or acute illness calls requiring emergency medical care.
  • Documented calls in reports detailing incident type and course of treatment.
  • Remained level-headed and proactive during emergency situations.
  • Demonstrated dedication to providing qualiJessicacare through continued training and education.
  • Developed strong rapport with other medical professionals to foster qualiJessicaand efficient patient care.
  • Assessed emergency situations and prioritized medical care for patients.
  • Explained to conscious patients steps involved for medical evaluations and need for possible hospital transport.
  • Asked patients questions about over-the-counter medications, prescriptions and illicit drug activiJessicato identify side effects or signs of overdose.
  • Documented patient condition and treatment to facilitate plan of care.
  • Evaluated patients at accident scenes to screen, assess and treat significant injuries.
09/2002 to 01/2009
Inventory Control Specialist Dyncorp International Fort Hood, TX,
  • Investigated and resolved variances with inventory records.
  • Transported items using equipment like forklifts and hand trucks.
  • Assessed current inventories and brought in supplies to keep stock within optimal levels for expected demands.
  • Provided top qualiJessicacontrol while eliminating downtime to maximize revenue.
  • Entered information into system to update status reports.
  • Set up delivery of materials to arrive in time for production start date.
03/1999 to 09/2002
Binder Operator Sheridan Group Inc. Company Quechee, VT,
  • Prepared finished products for shipment.
  • Processed newly printed book pages, using folding machines, cutting machines and paper joggers to achieve consistent and proper product positioning.
  • Monitored work products for faulJessicastitching or binding, printer errors such as collation, ink spots or evidence of paper jam, improperly trimmed page edges or loose or uncut threads.
  • Completed thorough inspects of finished products in compliance with established protocols and compared results against production specifications.
  • Operated saddle stitchers, coil binding machines and glue rollers to assemble books by stitching and gluing endpapers, bindings and backings.
  • Performed routine lubrication, cleaning and blade or die adjustment and replacement on cutters, binding and stitching machines.
  • Inspected finished products, bound and unbound items to identify defects or qualiJessicaissues.
  • Kept daily production records and updated order status to reflect work progress, handling printing, stitching and binding jobs daily.
  • Reviewed work orders to identify machines and tools necessary to complete jobs and prepare and calibrate requisite equipment where necessary.
  • Completed high-qualiJessicawork by performing bindery tasks according to job instructions and work orders.
  • Communicated with staff coordinate work, maintain efficiency and achieve production targets.
  • Read work orders to determine instructions and specifications for machine set-up.
  • Operated bindery equipment and oversaw general functionality, including adjusting guides and rollers, to avoid errors and complete efficient daily work.
Education and Training
Expected in 01/2013 to to
Associate of Science: Computer Networking
Moraine Park Technical College - Fond Du Lac, WI
GPA:

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Resume Overview

School Attended

  • Moraine Park Technical College

Job Titles Held:

  • Help Desk Support Specialist
  • First Responder
  • Inventory Control Specialist
  • Binder Operator

Degrees

  • Associate of Science

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