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Helpdesk Support Technician I Mayo Clinic Resume Example

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JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Hardworking dependable Tech Support Technician with over 10 years of helpdesk experience. I have a passion for helping others with technology. Assist end-users with complex technical issues. Communicate complicated concepts in clear manner. Flexible hard worker known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.

Skills

Report creation

Technical support

Service ticket tracking

Customer education

Service desk support

LAN/WAN

Application installations

Windows XP/Vista

Technical Troubleshooting

Systems Analysis

Excellent Communicator

Diverse PC Knowledge (Desktop, Laptop)

Proficient in use of Zoom

Exceptional Phone skills

Help Desk

Bi-Lingual (Spanish)

Quality Assurance

Accomplished with mobile devices (IOS, Android)

Analytical and diagnostic skills

Managerial skills

Hospitality

Proficient with Microsoft Office 365 suite

Database Management

Experience
12/2020 to Current Helpdesk Support Technician I - Mayo Clinic Siemens Corporation | Cape Canaveral, FL,
  • Provide application support to users of Microsoft Office 365 suite applications (Word/Excel/PowerPoint/Team; including Investigation, Diagnosis, Resolution, and Recovery.
  • Manage incidents in accordance with agreed upon and documented end-to-end Incident Management Process to include logging, triaging, analyzing, resolving, and following up on technological functional issues.
  • Communicate with users to ensure that requests/problems are resolved, and users are satisfied with the resolution, initiating and following up on any additional required action.
  • Develop materials in response to observed trends and collaborate with the support team to proactively address potential learning opportunities.
  • Assist users in the transfer of any desktop, client/server, and mainframe-based computing questions to the client’s enterprise IT Service Desk within agreed processes.
  • Escalate problems and incidents and assign inquiries to management and/or application teams as appropriate.
  • Deliver excellent customer service.
  • Able to tolerate ambiguity and prioritize effectively.
  • Opened service tickets for clients, documenting user information and description of problem.
  • Resolved Level 1 technical issues with software, hardware and peripherals.
03/2010 to 09/2020 Technical Support Technician 3 Centurylink | City, STATE,
  • Interfaces with customers over the phone providing status updates and ensuring service has been restored.
  • Provide thorough support and problem resolution for customers in a timely manner, while adhering to company time management guidelines and striving for 100% resolution per call.
  • Works with customers to identify and provide solutions for repair issues or create dispatch for on-site troubleshooting and resolution.
  • Able to effectively tailor communication to each customer while maintaining professionalism.
  • Troubleshoot issues with various system types, Desktops, Laptops, Workstations, Tablets all while accurately logging every contact with every customer.
  • Provide to peers and explain protocols clearly and efficiently assistance via phone and chat.
  • Research issues on various computer systems and databases to resolve issues, answer questions and outline solutions.
  • Knowledge of IOS, Smartphone, tablet, Windows Vista through Windows 10 and Mac
  • Identify customer needs and offer the most appropriate solution, all while providing world-class customer service.
  • Assist customers with hardware and software configurations for best use.
  • Proactively offers and/or upgrades customer's current CenturyLink Services.
  • Assisted frontline associates with complicated customer issues and escalations via chat and phone support.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
07/2008 to 03/2010 Hostess / Server J. Alexander's Restaurant | City, STATE,
  • Successful server and hostess, with numerous 100% shops, and customer recognition letters.
  • Applying Customer service skills by taking food orders, addressing any questions or concerns customers may have regarding items on the menu; and conversing with customers to make them feel welcome and to ensure that they are having an enjoyable experience.
  • Assisting guest with accommodations for a pleasant dining experience.
  • Responsible for fielding calls to managers in a timely manner.
  • Facilitate training new hires.
  • Also responsible for taking care of guest needs. Also responsible for taking care of guest needs.
  • Operated POS terminals to input orders, split bills and calculate totals.
  • Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
  • Satisfied customers by topping off drinks and anticipating condiments, napkins and other needs.
  • Collaborated with host, bus person and cook to serve up food and beverage options.
  • Arranged place settings with fresh tablecloths, tableware and flowers to create appealing tables.
  • Cleared table and bussed dishes to allow for quick setups.
  • Maintained accuracy while handling payments, giving change and printing receipts to customers.
Education and Training
Expected in 05/1992 High School Diploma | Apopka High School, Apopka, FL GPA:

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70Average

Resume Strength

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Resume Overview

School Attended
  • Apopka High School
Job Titles Held:
  • Helpdesk Support Technician I - Mayo Clinic
  • Technical Support Technician 3
  • Hostess / Server
Degrees
  • High School Diploma

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