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help desk technician resume example with 3+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

Dedicated IT Manager well-versed in analyzing and mitigating risk and finding cost-effective solutions. Excels at boosting performance and productivity by establishing realistic goals and enforcing deadlines.

Highlights
  • Information Technology project team member with10 years of excellent IT administration and help desk skills; a proven high performer throughout work history.
  • Successful in meeting project deadlines and work above and beyond to achieve goals.
  • Managed employee's day to day operations of technical domain. Monitoring and evaluating their daily task to ensure that the progress continues.
  • Provide leadership to employees in all aspect, such as planning, implementing strategies, It values and regulations.
  • Extensive knowledge in areas of SQL, DHCP, DNS and TCP/IP
  • Able to assist in securing computing environment. Troubleshoots and resolves hardware and software problems that arise in a timely manner. Takes effective measures to ensure information and data systems are kept confidential and secured.
  • Experience forecasting, budgeting and asset management.
  • Experience dealing with a metrics system and ITSM
  • Experience with working with cross-functional teams in order to achieve goals.
  • Control the computer systems budgets and expenditures
  • Methodical and innovative problem solver with great communication skills and a willingness to learn new technologies.
  • Broad understanding of technology, networking protocols, and the basic issues related to business development and corporate growth goals; able to assist clients with the assessment of future technology needs.
  • Excellent verbal and written communication skills, including the ability to generate reports, plan, write and present arguments and recommendations on the evaluation, adoption and insertion of new technologies that directly impact operational efficiency, revenue, and end-user support.
  • Team leader, who completes the job, takes on new projects, and develops solutions for issues with no supervision. Constant drive to produce end products with a personal commitment to quality. Willing to go the extra mile to help the end users without violating rules and regulations or jeopardizing the mission.
  • Hire and manage information systems personnel and contractors to design and develop , implement, operate and administer computer and telecommunications software, networks and information systems.
Accomplishments

Reduced the incidence of IT issues by 55% globally by leading a testing initiative improvement program.

Experience
Help Desk Technician, 01/2009 - 09/2011
Applied Optoelectronics Houston, TX,
  • Provide support to 3,000+ Military, Civilian, and Contracted personnel.
  • Experience in DRA 8.1/Active Directory.
  • Analytical & technical skills in hardware and software
  • Performed Remedy 6.3 Admin and T-Metric Admin functions.
  • Provided Support for Office 2003 and 2007 on NIPR networks.
  • Supervise employees to ensure good quality of work
  • Coordinate schedules to ensure that we had the appropriate coverage for our customers
  • Provided assistance to new members and ensure that they understand the procedures
  • Responsible for quality control of tickets submitted by help desk
  • Ensure tickets are routed to the proper location for resolution
  • Helped Improved the quality of tickets and performance of the team overall by 55%
  • Troubleshot and resolved internet connectivity and general software and hardware issues.
  • Identified product problems and strengths and collected data on the customer experience.
  • Gathered and analyzed market information and used findings to define product strategy.
  • Leveraged in-depth understanding of end-to-end customer experience to identify pain points and latent customer needs.
  • Analyzed key metrics to measure product effectiveness.
  • Troubleshot and resolved internet connectivity and general software and hardware issues.
  • Identified product problems and strengths and collected data on the customer experience.

Customer Service, 2009 - 06/2009
The Olb Group, Inc. New York, NY,
  • Led the design and development of software upgrades and the deployment of new services and products.
  • Aligns with the Business Continuity team to design, build, maintain and test recovery sites.
  • Managed the 80% person local IT team, allocating resources to ongoing projects and enforcing deadlines.
  • Defined product strategy and drafted a comprehensive roadmap to achieve targets.
  • Added user accounts, troubleshot issues with users and monitored usage on the printing management system.
  • Collaborated with the global team to resolve IT support cases.
Credit Analyst, 09/2003 - 09/2004
First Horizon National Corp. Marathon Shores, FL,
  • Provided customer fiscal responsibility analysis to clients in need of updating personal financial data to qualify for better refinancing rates, allowing an 8% increase in loan rates
  • Evaluated credit reports' information for customers wanting to refinance home purchase
  • Updated credit information based on current creditor payment information
  • Informed & abreast of collection accounts, charge-off accounts, and Bankruptcy Ch 7 & 13 as accounts dealt with mortgage companies
  • Experienced in-bound & out-bond call center service representative
Education
Master of Business Administration: Business Administration, Expected in
-
University of Phoenix - San Antonio, TX
GPA:
Status - University of Phoenix, San Antonio, TX Master of Business Administration: Jul 2010
Bachelor of Science: Information Systems, Expected in
-
University of Phoenix - San Antonio, TX
GPA:
Status - University of Phoenix, San Antonio, TX Bachelor of Science: Information Systems, Jan 2009
Certifications

CSA ACE ► Security + Certified Professional ►

IBM Storage Certified ►

Windows 7 Configuration

Security Clearance: Secret

Skills

Management and supervisory skills

Ability to install and administer computer hardware, software and networks

Team building skills

Analytical and problem solving skills

Decision making skills

Effective verbal, presentation and listening communications skills

Effective written communications skills

Computer skills including the ability to operate computerized accounting,

spreadsheet, word-processing, graphics

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Resume Overview

School Attended

  • University of Phoenix
  • University of Phoenix

Job Titles Held:

  • Help Desk Technician
  • Customer Service
  • Credit Analyst

Degrees

  • Master of Business Administration
  • Bachelor of Science

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