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helpdesk technician ii resume example with 6+ years of experience

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

Highly-self motivated Help Desk Support Engineer and experienced IT professional, with a vested interest in Cyber Security and Penetration Testing. Acquired the CompTIA Security+, and CompTIA Network+ through self-teaching methods. Had a demonstrated history of working in the information technology and service industry, primarily from time spent in Service Desk role. Skilled in many IT related areas, organized and dependable candidate who is successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Skills
  • VPN Configuration
  • Data Security
  • Incident Response
  • Analytical and Critical Thinking
  • Deductive reasoning skills
  • Attention to Detail
  • Excellent Communication
  • Leadership
  • Self-Motivated
  • Technical Support
  • Account Management
  • Computer Networking
  • Mobile Device Management
  • Operating Systems
  • Network Administration
  • MS Office
Work History
01/2022 to Current Helpdesk Technician II Designdata | City, STATE,
  • Assist to manage over 70 servers in physical server-room, using Remote Desktop connection, stopping and running services when users report failure on certain in-house/third party programs/software, assisting with server updates and more.
  • Providesecond-levell Technical Support, onsite, and remotely through ConnectWise and cloudbluePSA ticketing system, email/telephony and teams ensuring proper corrective action is taken in a timely fashion. Use kaseya VSA, for remoting into users computers and silent installs.
  • Image, receive, inspect and deploy/redeploy laptops for onboarding and offboarding process. Creating an excel template with extensive check-off’s to ensure IT error elimination and quality with smooth access to apps, systems before the user receives the machine.
  • Uses ADUC on a daily basis to create and maintain user accounts, assign correct groups or new groups, reset passwords and unlocks, auditing systems access to ensure the security, integrity, and confidentiality of information, processes, and systems.
  • Aid in application and/or process development by coordinating requirements and activities, contribute to team meetings; assist in development and troubleshoot production problems.
  • Escalate issues and interact closely with third-party vendors and other team members managing the resolution of complex client issues.
  • Monitor reported spam and phishing emails.
  • Advise incident responders in steps to take to investigate and resolve computer security incidents.
  • Review violations of computer security procedures and developed mitigation plans.
  • Monitor computer virus reports to determine when to update virus protection systems.
  • Review and update service policies and procedures to safeguard critical systems, information, and data; create and maintain high-quality documentation of all relevant specifications, systems, and procedures.
07/2021 to 01/2022 Junior HelpDesk Navy Federal Credit Union | City, STATE,
  • Interact with Senior Engineers and Management.
  • Support, assist, and mentor other Service Desk Technicians to resolve complex issues.
  • Installed, configured, troubleshoot, repaired, and tested a variety of technology equipment include but not limited to computer workstations, printers, peripherals, and teleconferencing equipment in accordance with the program policies, procedures and Knowledge Base Articles (KBAs).
  • Provided assistance with customer escalations to supervisor for all Service Desk Technicians.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Provided assistance with account maintenance and assistance.
  • Provided remote diagnostics and troubleshooting assistance.
  • Communicated with users by answering phone calls, chat sessions, and emails.
  • Created tickets with ConnectWise, to help resolve and track user issues through detailed documenting procedures.
  • Observed, received, and otherwise obtained information from any relevant source, to assist with diagnosing and resolving technical issues, within policies and guidelines.
  • Followed, reviewed, and updated Knowledge articles, and created new ones as appropriate.
  • Responded to general inquiries and nontechnical questions, as needed.
  • Provided prompt and courteous customer service, including website navigation assistance.
03/2015 to 06/2020 IT Technical Support Intern Acosta Sales & Marketing | City, STATE,
  • Ensured that incoming calls, chats and web-submitted tickets were fairly being allocated to Service Desk Specialists.
  • Used Active Directory to reset passwords, delegate proper ground and set users/machines in correct OU.
  • Escalation point in Service Desk for advanced incidents, problems or requests.
  • Engaged in user support interactions via telephone, chat and email platforms, providing standard first call support and worked to improve customer environment.
  • Maintained user accounts, data integrity, and file system security for Service Desk environment by following company processes.
  • Performed troubleshooting for technical problems remotely to assist with resolving reported issues from customers.
  • Communicated highly technical information to both technical and non-technical personnel.
  • Reviewed documentation and Knowledge Base articles in relevant to configuration, maintenance and troubleshooting of accounts and computer systems.
  • Managed and followed through on projects that vastly improved workflow and required input of several teams, including account creation/termination process, and USB exemption procedure.
  • Assisted in the development of processes to maintain business continuity and recovery standards.
  • Accurately documented and communicated system failures, repairs, installations, or changes to necessary parties.
Education
Expected in 12/2021 to to Bachelor of Science | Information Technology Bowie State University, Bowie, MD GPA:
Certifications

CompTIA Security+

CompTIA Network+

Microsoft Office Specialist

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Resume Overview

School Attended

  • Bowie State University

Job Titles Held:

  • Helpdesk Technician II
  • Junior HelpDesk
  • IT Technical Support Intern

Degrees

  • Bachelor of Science

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