it help desk technician resume example with 14 years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Friendly Help Desk Technician with 14 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. Articulate I.T with 14-year record of finding effective solutions to technical issues through troubleshooting and issue analysis. Competent I.T 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. Energetic I.T technician ready to undertake challenging technical support triage duties in demanding environments. Cognizant of when to go hands-on with issues and when to delegate support calls to appropriate personnel. Eager to apply personal technological expertise to support tasks and keen technical judgment to fast-paced personnel delegation. Skilled I.T technician with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of Windows. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level I.T Technician position in office environment. Reliable employee seeking I.T technician position. Offering excellent communication and good judgment. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

  • Verbal and Written Communication
  • Interpersonal Skills
  • Tracking and Documentation
  • Help Desk Support
  • Issue and Resolution Tracking
  • Computer Diagnostics
  • Attention to Detail
  • Analytical and Methodical
  • Customer Service Support
  • Active Listening
  • Microsoft Windows and Office
  • Software Evaluation
  • Technical Troubleshooting
  • Highly Professional
  • Multitasking and Prioritization
  • Troubleshooting Network Issues
  • Organizational Skills
  • Friendly and Patient
  • Resolving Problems and Incidents
  • Collaborative Team Player
  • Hardware and Software Repair
  • Service Schedule Coordination
  • Error Detection
  • System Maintenance
  • Employee Computer Support
  • Desktop Partitioning Software
  • Incoming Call Management
  • Computer System Diagnostics Software
  • Customer Communication and Empathy
  • Positive and Upbeat
  • Customer Needs Assessment
  • Conflict Resolution
  • Network+ Certification
  • Problem Solving
  • Equipment Inspection
  • System Configuration
  • Remote Technical Support
  • Creative Issue Resolution
  • User Training
  • Component Replacement
Work History
IT Help Desk Technician, 02/2020 to 03/2022
AlphapointeKansas City, MO,
  • 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.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Configured hardware, devices and software to set up work stations for employees.
  • Devised solutions to operations issues related to Windows, working closely via phone, email, live chat and web teleconference.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Processed over 40 support requests weekly for technical assistance on wide range of issues related to Windows.
  • Compiled and accurately entered data for each customer encounter to record in system.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Analyzed Windows issues to identify troubleshooting methods needed for quick remediation.
COBOL Programmer, 01/2010 to 03/2022
London Stock Exchange GroupSaint Louis, MO,
  • Defined and enhanced internal processes through data mining, database changes and SQL queries.
  • Interpreted or discussed terminology or concepts not familiar to many people.
  • Provided computer programming subject matter expertise to project team members.
  • Conducted systems analysis, development and computer program maintenance.
Mail Clerk , 03/2008 to 03/2022
County Of MchenryCrystal Lake, IL,
  • Weighed letters and packages and calculated costs based on classification, weight and destination.
  • Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
  • Released registered and special delivery letters and packages to designated recipients and obtained signatures for release.
  • Operated postage meters, mail sealers and labeling machines.
  • Resolved problems, improved operations and provided exceptional service.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Used coordination and planning skills to achieve results according to schedule.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Maintained excellent attendance record, consistently arriving to work on time.
Receptionist, 03/2008 to 02/2020
Harrison County HospitalCorydon, IN,
  • Confirmed appointments, communicated with clients and updated client records.
  • Answered central telephone system and directed calls accordingly.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Supported various administrative duties by proofreading, transcribing and invoicing.
  • Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Scheduled and confirmed appointments and meetings for senior management team.
  • Maintained building security by monitoring logbook and issuing visitor badges.
  • Answered and quickly redirected large volume of calls on central system.
  • Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
  • Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
  • Monitored premises, screened visitors, updated logs and issued passes to maintain security.
  • Resolved customer problems and complaints.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Monitored and screened visitors to verify accessibility to inter-office personnel.
  • Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
  • Triaged incoming calls on multi-line phone system and directed to departments based on customer needs.
  • Responded to inquiries from callers seeking information.
High School Diploma: , Expected in 04/2001
Lynwood High School - Lynwood, CA
Full Professional
Full Professional

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Resume Overview

School Attended

  • Lynwood High School

Job Titles Held:

  • IT Help Desk Technician
  • COBOL Programmer
  • Mail Clerk
  • Receptionist


  • High School Diploma

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