help desk technician resume example with 3+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Friendly Help Desk Technician and Course Developer 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. Also provide support within a multi-disciplinary team to create electronically delivered interactive courses and training. Also provides assistance with converting existing courseware and creating new courseware for online, hybrid, and interactive web conferencing. Evaluate and implement emerging technologies into online courses after determining pedagogical uses as well as providing technical expertise in distance learning system and training, and guidance and assistance for faculty, staff, and students engaged in distance learning.

  • Help Desk Support
  • Tracking and Documentation
  • Microsoft Windows and Office
  • Creating and Closing Tickets
  • Online Chat Support
  • Language Skills
  • Bilingual
  • Technical Troubleshooting
  • Customer Service
  • 3+ years assisting faculty/staff
  • 3+ years using Blackboard, Jagnet, TraxAdmin, and Argos
10/2019 to Current Help Desk Technician Coral Springs Tech | City, STATE,
  • Assisted Faculty and students by walk ins, answering phone calls, responding to tickets and emails, answering student and faculty chats, and providing tier 1 Support for Blackboard Online courses.
  • 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.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Compiled and accurately entered data for each customer encounter to record in system.
  • Served as LIASON for the Distance Learning Department.
  • Route and redirect problems to correct resources and different departments within the college.
  • Familiarized with the different procedures and requirements an online student needs.
  • Properly escalate unresolved queries to the next level of support.
  • Perform other duties as assigned.
06/2022 to Current Course Development Specialist Part-Time South Texas College Distance Learning Department | City, STATE,
  • Evaluated course performance to determine areas in need of improvement.
  • Instructs and supports faculty in integrating applications of technology into instruction through identifying instructional problems and opportunities for technology solutions, developing strategies for technology as an instructional tool, and evaluating the effectiveness of uses of technology in delivery of instruction.
  • Consults with Instructional Designer and advises faculty on effective instructional design and development of online courses and enhancement of classroom instruction with technology.
  • Instructs and assists faculty members in developing sound pedagogy and effective instructional methods using various technologies for electronically delivered instruction using online, hybrid, and interactive web conferencing.
  • Assists faculty by building courses, devising/implementing lesson plans, and assisting with additional software.
  • Assists the help desk staff with support with the learning management system.
  • Assists the director in coordinating distance learning projects and initiatives involving outside departments.
  • Supports faculty, students, and staff with access, training and best practices of supported learning applications including troubleshooting of technical issues of supported learning applications.
  • Assists Instructional Designers with course development and learning pedagogies.
  • Collaborates with assigned departments to assist faculty with developing online course.
  • Track and report on course development and delivery plans, online faculty attendance and completion of online courses, relevance and success of initiatives.
  • Developed curriculum and learning materials to increase comprehension.
  • Develop courses from Blackboard Original to Blackboard Ultra by copying course material and importing content to get course ready for the semester.
  • Performs other duties as assigned.
05/2019 to Current Hotel Employee Double Tree Hotel By Hilton | City, State,
  • Worked well in diverse team settings by partnering with others to complete tasks.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Folded napkins and prepared silverware sets to provide adequate supply for host station.
  • Served appetizers, delivered entrees and refilled beverages for banquet guests.
  • Served food and beverages to guests at events.
Education and Training
Expected in 12/2021 Bachelor of Science | Criminal Justice The University of Texas Rio Grande Valley, Edinburg, TX GPA:
  • overall 3.65 GPA, Total institution 3.80 GPA
  • magna cum laude graduate
  • Dean's List Spring 2020 and Fall 2021
  • Received Transfer Scholar Scholarship
Expected in 12/2019 Associate of Arts | Criminal Justice South Texas College, Mcallen, TX GPA:
  • 3.55 GPA
Expected in 05/2017 High School Diploma | McAllen Memorial High School , McAllen, TX, GPA:
  • Blackboard Fundamentals Certification
  • Fall 2021 Dean's List Certificate of Recognition
Additional Information


Rodolfo Madrigal - Distance Education Technologies Specialist: XXX-872-2540 or email at

Ana R. Davila - Director of Distance Learning: XXX-872-2582 or email at

Leonor Chavez - Coordinator Distance Learning Technologies: XXX-872-3509 or email at

Jose Moreno - Student Success Specialist: XXX-872-6498 or email at

Daniel De Leon - Help Desk Specialist: XXX-872-2568 or email at

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Resume Overview

School Attended

  • The University of Texas Rio Grande Valley
  • South Texas College
  • McAllen Memorial High School

Job Titles Held:

  • Help Desk Technician
  • Course Development Specialist Part-Time
  • Hotel Employee


  • Bachelor of Science
  • Associate of Arts
  • High School Diploma

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