LiveCareer-Resume

help desk support technician resume example with 9+ years of experience

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

Friendly Help Desk Technician with ten years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Skills
  • Organizational Skills
  • Defect Analysis and Resolution
  • Remote System Analysis
  • Software Evaluation
  • Troubleshooting Network Issues
  • Switches and Routers
  • VPN Configurations
  • Technical Support Triage
  • Help Desk Support
  • Support Ticket System Management
  • Problem Solving
  • Service Delivery
  • Windows Operating Systems
Work History
Help Desk Support Technician, 08/2022 to 12/2022
Mt. San Antonio CollegeWalnut, CA, Katy, TX
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Created documentation and generated reports for all troubleshooting procedures, as well as common and reoccurring PC application, OS and hardware as well as final repairs for multiple clients.
  • Worked with PC manufacturers to support and replace when necessary both warrantied and non-warrantied system hardware.
  • Provide both level 1 and 2 support for on-site and remote clientele troubleshooting both application and OS related software issues.
  • Application support includes Microsoft Outlook, Microsoft Word, Microsoft Excel, Microsoft Office 365, File maker Pro, Cisco Call Manager, and Toshiba Top Access.
  • Responsible for setting up network print devices, which included setup both from hardware perspective as well as configured devices on print servers and client side configuration.
  • Provided end-user support on user-accounts using Active Directory to troubleshoot and reset passwords.
Help Desk Technician, 09/2021 to 06/2022
Coral Springs TechCedar Rapids, IA, Pittsburgh, PA
  • Configured hardware, devices and software to set up work stations for employees.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Deployed, maintained and operated numerous devices such as PCs, data projectors, iPads, smartphones, and sound systems.
  • Assisted installing and maintenance of networking infrastructure. Helped transition wireless network from hot-spots to 100% signal coverage by installing and upgrading switches, APs and routing Cat5 cable.
IT Software Support Technician, 03/2020 to 09/2021
Monarch Investment And Management GroupCity, STATE, Newark, DE
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Submitted service tickets for equipment maintenance requests.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Provided support for networking protocols and characteristics.
IT Support Analyst, 06/2013 to 05/2021
Buchannan EnergyCity, State, Omaha, NE
  • Served as primary contact for team members and/or business areas to report and resolve reported problems. Ensures all requests are documented and escalation procedures are followed. Maintains problem status/resolution information in ticketing database.
  • Assisted with writing detailed description of user needs, program function, and steps required to develop or modify production processes.
  • Performed root cause analysis as part of supporting end user computer environment.
  • Assisted with developing use tests scripts to be used testing new software releases. Assist with mentoring and training of less experienced team members.
  • Assisted with maintaining team member equipment keeping them up to date and in optimal condition regarding performance and security guidelines.
  • Served as escalation point for IT Support Team; troubleshoots and analyzes complex incoming guest calls. Inform management on escalated issues.
  • Assisted with ensuring integrity and security of enterprise data on all systems and platforms as well as data transfer per privacy, security, and regulatory compliance.
Education
Bachelor of Science: Network Engineering And Security, Expected in 10/2024
Western Governors University - Salt Lake City, UT
GPA:

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Resume Overview

School Attended

  • Western Governors University

Job Titles Held:

  • Help Desk Support Technician
  • Help Desk Technician
  • IT Software Support Technician
  • IT Support Analyst

Degrees

  • Bachelor of Science

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