help desk technician resume example with 5 years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

First-rate [Job Title] with exceptional skills and knowledge in [Area of expertise] and over [Number] direct years of experience providing outstanding support to users of all levels on [Software] and [Software]. Subject Matter Expert on [Software] and established reputation as sharp technologist who works well with people to find solutions. Enthusiastic [Job Title] eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of [Task] and [Task] and training in [Skill]. Motivated to learn, grow and excel in [Industry].

  • Food sales and promotion
  • Menu memorization
  • High-volume dining
  • Hospitality service expertise
  • Order accuracy
  • Tableside service
  • Guest relations management
  • Communication skills
  • Desktop support
  • Application support
  • Technical documents comprehension
  • Customer service expert
  • Regulatory Compliance
  • Technical issues analysis
  • Time management
  • Quality Assurance
  • MS Office
  • Customer Service
  • Technical Support
  • Research
  • Documentation
Grand Valley State University Allendale, MI Expected in : Information Technology - GPA :
  • Coursework in [Subject], [Subject] and [Subject]
  • Member of [Fraternity or Sorority Name]
Stoney Creek High School Rochester Hills, MI Expected in 05/2016 High School Diploma : - GPA :
Work History
Books-A-Million, Inc. - Help Desk Technician
Manhattan, KS, 08/2018 - Current
  • Answered [Number] incoming calls from residential and small business customers on [Type] and [Type] products.
  • Processed over [Number] support requests received over [Timeframe] for technical assistance on wide range of issues related to [Software] and [Software].
  • Evaluated and resolved [Type] technical problems for end users efficiently to minimize downtime.
  • Defined and documented technical support best practices for [Type] and [Type] technologies.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Configured hardware, devices and software to set up work stations for employees.
  • Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
  • Provided on-call support for critical [Type] issues related to [Software] and [System].
  • Removed and replaced malfunctioning components to correct hardware problems.
  • Used [Type] ticketing systems to manage and process support actions and requests.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Identified and solved technical issues using variety of diagnostic tools including [Tool], [Tool] and [Tool].
  • Managed high levels of call flow and responded to [Type] technical support needs of customers.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
Scientific Games - Server / Shift Leader
Augusta, ME, 08/2018 - 03/2020
  • Monitored guests for intoxication and immediately reported concerns to management, contributing to safe and welcoming environments for all patrons.
  • Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously.
  • Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
  • Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service and minimize complaints.
  • Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
TECH LOCK, Inc. - Information Security Analyst
City, STATE, 05/2016 - 08/2018
  • Performed risk analyses to identify appropriate security countermeasures.
  • Reviewed violations of computer security procedures and developed mitigation plans.
  • Conducted security audits to identify vulnerabilities.
  • Monitored computer virus reports to determine when to update virus protection systems.
  • Developed plans to safeguard computer files against modification, destruction or disclosure.
  • Assisted [Job Title] with [Task] and [Task] responsibilities.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Handled [Number] calls per [Timeframe] to address customer inquiries and concerns.
  • Contributed to team results in fast-paced [Type] environments.
  • Participated in meetings to discuss new [Type] opportunities.
  • Increased customer satisfaction by resolving [Product or Service] issues.
  • Encrypted data and erected firewalls to protect confidential information.
  • Monitored use of data files and regulated access to protect secure information.

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Resume Overview

School Attended

  • Grand Valley State University
  • Stoney Creek High School

Job Titles Held:

  • Help Desk Technician
  • Server / Shift Leader
  • Information Security Analyst


  • Some College (No Degree)
  • High School Diploma

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