Help Desk Technician Resume Example
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HELP DESK TECHNICIAN
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].
Skills
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Work History
Help Desk Technician, 08/2018 to Current
Books-A-Million, Inc. – Manhattan , KS
Books-A-Million, Inc. – Manhattan , KS
- 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.
Server / Shift Leader, 08/2018 to 03/2020
Scientific Games – Augusta , ME
Scientific Games – Augusta , ME
- 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.
Information Security Analyst, 05/2016 to 08/2018
TECH LOCK, Inc. – City , STATE
TECH LOCK, Inc. – City , STATE
- 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.
Education
Some College (No Degree): Information TechnologyGrand Valley State University - City, State
- Coursework in [Subject], [Subject] and [Subject]
- Member of [Fraternity or Sorority Name]
High School Diploma: 05/2016
Stoney Creek High School - City, State
Stoney Creek High School - City, State
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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
Degrees
- Some College (No Degree) :Information Technology
High School Diploma : 05/2016
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