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Help Desk Technician Resume Example

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HELP DESK TECHNICIAN
Professional Summary

Highly technical and courteous customer service based Helpdesk professional with 3+ years of experience. Certified training in ITIL foundation. On record to have resolved more than 500+ tickets to internal and external customers. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert 'BIOS' and 'CMD' user. Boost system performance by thoroughly evaluating and correcting different hardware and software issues. Proficient in supporting and document user help request for hardware and software issues for Mac, Windows, desktop, laptop, mobile, network and peripheral problems.

Certifications
  • Information Technology Infrastructure Library Class Completion Certification
  • International Scrum Master Accredited Certification
  • Microsoft Certified Professional (MCP)
Skills
  • Agile
  • Customer service expertise
  • Team-building
  • Microsoft Office
  • Enterprise
  • Network Architecture
  • Real-time
  • Troubleshoot
  • Windows Server
  • Sales and marketing
  • Business Administration
  • Data entry and analysis
  • Website and portal monitoring
  • Mac, Windows, and Linux systems
  • Strong communication skills
Work History
Help Desk Technician , 02/2020 to Current
Morrison Consulting Inc – York, Pesnylvannia
  • Preventative maintenance followed up with clients to ensure optimal customer satisfaction and problem resolution
  • Evaluated and resolved technical problems for end users efficiently to minimize downtime
  • Provided solutions to operations issues for users of 411 Access utilizing CASS system
  • Helped streamline repair processes and update procedures for support action consistency
  • Provided on-call support for systems not issues during real-time usage
  • Defined and documented technical support best practices for VPP and CASS technologies
  • Patched software and installed new versions to eliminate security problems and protect data
  • Broke down and evaluated user problems using test scripts, personal expertise and probing questions
  • Removed and replaced malfunctioning components to correct hardware problems
Assistant Manager Client Support Center, 03/2017 to 01/2020
AT&T – Falls Church, Virginia
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Applied Uptopic software application, "Persystent" on all devices.
  • Used "Celebrite" to run diagnostic, troubleshooting, and maintenance on devices with any errors or malfunctions.
  • Qualified 755 devices for Asurion; insurance protection.
  • Issued 1,000 tickets using "RQ" for device request.
  • Collaborated with local AT&T authorized repair store Ubreakifix; repairing over 156 devices.
  • Used technical expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Monitored systems in operation and input commands to troubleshoot areas such as BIOS and CMD.
  • Provided solutions to operation issues for users of At&t network; working closely via phone, email, live chat and web teleconference with end users.
Project Scrum Master, 05/2016 to 07/2019
Fun Club, LLC – Silver Spring, MD
  • Successfully guided team into launching Application under IOS and Android with sprints at 100% completion rate
  • Created full-fledged implementation plans accounting for ROI, cost-benefit and other analyses
  • Managed a minimum of 10 projects each week while maintaining adherence to budget, schedule and scope requirements
  • Implemented brand and demand strategies to meet revenue targets for business services and products
  • Built and utilized reporting systems to keep customers and management in loop with latest information
  • Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
  • Operated under Atlassian and Jira frameworks to efficiently organize, carry out project tasks and troubleshoot tickets
  • Agile Board & Test Kanban Monitor
  • Implementation of ServiceNow, improving workflows, real-time visibility and productivity
  • Coached team members on agile processes and facilitated planning meetings and retrospective's
  • Maintained task board and produced daily burndown charts
  • Monitored development progress throughout each sprint to ensure project was within scope and
  • Identified potential project risks and gave each ticket categorized priority resolving them within time sensitive parameters using Jira
Education
Bachelor of Science: Information Technology and Computer Science, Expected in 05/2021
Bowie State University - Bowie, MD

College of Computer & Sciences Key Courses: Server Infrastructure | Windows Server 2016 Enterprise | Microsoft Office 365 | Cloud Configuration | Network Architecture, Operations, Security and Troubleshooting

  • 3.7 Cumulitive G.P.A
  • Minored in Fine & Studio Arts
  • Member of African Student Association
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Resume Overview

Companies Worked For:

  • Morrison Consulting Inc
  • AT&T
  • Fun Club, LLC

School Attended

  • Bowie State University

Job Titles Held:

  • Help Desk Technician
  • Assistant Manager Client Support Center
  • Project Scrum Master

Degrees

  • Bachelor of Science : Information Technology and Computer Science , Expected in 05/2021

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