it help desk tech resource resume example with 11+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
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Bachelor of Science: IT, Expected in 04/2023 to Liberty University - Lynchburg, VA
Certificate: PC Repair, Expected in 03/2004 to Stratford Career Institute - Saint Albans, VT 05478-5560,
Professional Summary

Friendly Help Desk Technician with 2 years quickly and effectively resolving customers' technical issues. 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. Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Reliable employee seeking IT job position. Offering excellent communication and good judgment. Friendly student available for weekend, evening and holiday shifts. Considered hardworking, punctual and driven.

  • Remote System Analysis
  • Support Ticket System Management
  • Technical Support Triage
  • Network Infrastructure Monitoring
  • Customer service expert
  • Technical issues analysis
  • Desktop support
  • Teamwork
  • Cultural awareness
Work History
It Help Desk (Tech Resource), 12/2019 to Current
Hendry County SchoolsLabelle, FL,
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Activated accounts for clients interested in new services.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • 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.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
Computer Repair, 06/2010 to Current
Self EmployedCity, STATE,
  • Disassembled computers to perform diagnostics and check for repair needs.
  • Wrote reports on computer statuses and maintenance jobs.
  • Updated and installed new software on desktop and laptop computers to maintain thelatest technology.
  • Refurbished used computers and technological equipment, saving companies money.
  • Installed and maintained remote work systems to facilitate virtual employee access to technology for continued operation.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Imaged and prepared new computers for integration into company networks and systems.
  • Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
  • Backed up company data on a regular basis, successfully recovering critical information after malware attacks.
  • Linked computers to network and peripheral equipment.
Paraprofessional, 08/2011 to 10/2019
Glenpool Public SchoolsCity, STATE,
  • Oversaw students in classroom and common areas to monitor, enforce rules and support lead teacher.
  • Relieved classroom teacher during breaks and maintained order and structure in classroom.
  • Encouraged dynamic and pleasant educational environment by promoting both gentle discipline and cooperation.
  • Reported on student progress, behavior and social skills to parents.
  • Organized and guided skills practice, research and memorization tasks for students.
  • Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
  • Maintained head count and attendance sheets.
  • Prepared instruction materials, constructed bulletin boards and set up work areas.
  • Assisted classroom teacher in supervising snack time and indoor and outdoor play.
  • Handed out classroom materials, like pencils, paper and crayons.
  • Implemented practice exercises and used repetition, enabling students to grasp new concepts quickly.
  • Set up visual aids, equipment and classroom displays to support teacher's lesson delivery.
  • Instructed small groups of students in basic concepts such as alphabet, shapes and color recognition.
  • Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.
  • Collated classroom materials to help teachers prepare for daily instruction and activities.
  • Monitored students on field trips, handling roll call and group movement to keep youths safe in public settings.

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Resume Overview

School Attended

  • Liberty University
  • Stratford Career Institute

Job Titles Held:

  • It Help Desk (Tech Resource)
  • Computer Repair
  • Paraprofessional


  • Bachelor of Science
  • Certificate

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