helpdesk technician resume example with 11+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary
Competent Helpdesk Technician well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns. Looking for a position to apply experience and knowledge of new IT methodologies to provide quality customer service for the growth and success of the company.
Skills
Data security
Verbal and Written Communication
Information Security
Network Support
Problem Solving
Verbal And Written Communications
Microsoft Office 365
Active Directory
Maintenance And Repair
Customer Service Skills
Troubleshooting Skills
Issue and Resolution Tracking
Computer Hardware Knowledge
Help Desk Support
Self-Motivated
Teamwork and Collaboration
Education
Somerset County Vocational Technical SchoolBridgewater, NJ, Expected in 06/2011 ā āCertificate of Completion:Cisco Networking Accademy - GPA:
Cisco networking academy
Relevant Coursework Completed: Computer Information and security, Cisco Networking, Network Basics
Continuing education in Network Security
Manville High SchoolManville, NJ, Expected in 06/2011 ā āHigh School Diploma: - GPA:
Classes and education in Microsoft Frontpage 2003
Websites, Portfolios, Profiles
https://www.linkedin.com/in/Jessicaah93
Accomplishments
Assisted and supported the IT service desk for several companies. Provided quality customer service to clients.
Worked with infrastructure staff to determine and resolve problems received from clients.
Assisted the users with the installation and configuration of desktop/laptop computers and peripheral equipment and software within established standards.
Lead near seamless transition of over 250 users to MFA for Microsoft Office & OpenVPN
Configuring and installing the hardware and software and determining any associated issues.
Work History
Criterion Systems - Helpdesk Technician Beltsville, MD, 04/2022 - Current
Configured hardware, devices and software to set up work stations for employees.
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.
Installed, modified and repaired software and hardware to resolve technical issues.
Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Recommends content for and assists with preparing standard operating procedures and knowledge share manuals.
Manages and executes tasks relating to maintenance, applications, and processes (e.g., O365, Exchange server, spam filters, MDM, etc.).
Created and administered profiles and accounts, also maintaining systems documentation.
Performed software installations and OS upgrades to support layered software packages.
Resolved network issues and equipment and software troubleshooting queries to maintain data accessibility.
Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Cvs Pharmacy - Store Manager- Asset Protection Captain City, STATE, 06/2018 - 04/2022
Responsible for district incident handling, asset protection training, education and supervision of new managers as well as coaching, auditing, and assessing stores for compliance and safety of company team and inventory
Threat detection and avoidance, incident reporting, company compliance,
Implemented and reinforced HIPPA compliance, locked door policies, least privileges policies, auditing and reporting
Warned offenders about rule infractions and violations and verbally evicted violators from premises, monitor central alarm systems for fire intrusion or failure to arm when needed, inspect physical, network and reporting equipment and structures to identify cause of errors and defects
Controlled reduction of loss inventory by protecting company assets.
Mitigated risk and oversaw internal and external shoplifter apprehension and detention.
Recruited, hired and coached employees to offer high-quality, cost-effective care to all business roles including, staff, management, pharmacists and clinic nurses
Lead effort to develop and maintain client's database by customizing existing computer information systems to support operating objectives
Perform OS upgrades to production for windows and Linux servers at customer location
Installed firewalls and VPNs to increase and manage client network security.
Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
Assessed operating conditions and adjusted settings to maximize performance and equipment longevity.
Optimized presentations by working with planning, visual and marketing teams.
Sourced vendors, assisted with negotiations and set up schedules for merchandise deliveries.
Promoted superior customer experiences by leveraging understanding of color, trends, styles, benefits and product value perception.
Resolved issues and escalated problems with knowledgeable support and quality service.
Diagnosed and executed resolution for network and server issues.
Monitored networks and network devices to resolve technical problems quickly.
Executed and managed information systems' incident response and administrative inquiries and investigations in collaboration with investigations department.
Collaborated with information system owners, contracting officers and finance to maintain required level of cyber security support and funding.
Monitored computer virus reports to determine when to update virus protection systems.
Additional Information
Willing to relocate to but not limited to: Morristown, NJ - Somerset, NJ -Phillipsburg, NJ - Authorized to work in the US for any employer
Personal and professional references available upon request
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