IT Help Desk Technician Resume Example
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IT HELP DESK TECHNICIAN
Professional Summary
Accomplished IT Help Desk/Troubleshooting with over 3+ years of information technology support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs. Certified in IT Help desk, certified comptia a+ and a certified AWS solution Architect. Committed to providing efficient, high-quality support and ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Skills
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Work History
IT Help Desk Technician, 05/2018 to 01/2021
Company Name – City, State
Company Name – City, State
- 2407582771 - Rockbertotingweckrt@gmail.com Credit Union of Bamenda － Bamenda, Northwest Region Created new accounts, reset passwords and configured access to servers and file management software for users.
- Responding to phone calls, texts and emails providing customer service/support to customers.
- Responding to queries on the phone, via email, in person, or through remote access.
- Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
- Training computer users.
- Training other staff on troubleshooting and diagnosing problems.
- Gaining feedback from customers to improve training methods.
- Writing and editing training manuals.
- Running reports and analyzing common complaints and problems.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
- Reviewed current hardware and software configurations and recommended modifications to increase system speed.
- Increased overall company performance through improved IT uptime and cost reductions.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Patched software and installed new versions to eliminate security problems and protect data.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Configured hardware, devices and software to set up work stations for employees.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Helped streamline repair processes and update procedures for support action consistency.
- Performed tests of functionality, security and performance of different workstations and devices.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Trained and supported end-users with software, hardware and network standards and use processes.
Customer Service Representative, 02/2018 to 05/2020
Company Name – City, State
Company Name – City, State
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Delivered service and support to each customer, paving way for future business opportunities.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Documented conversations with customers to track requests, problems and solutions.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- Reviewed account and service histories to identify trends and issues.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Educated customers on special pricing opportunities and company offerings.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Epic Analyst/Chart Analyst, 02/2019 to 02/2020
Company Name – City, State
Company Name – City, State
- Communicated effectively with staff, patients and insurance companies by email and telephone.
- Interacted and communicated easily with department personnel and public.
- Reviewed charts and flagged incomplete or inaccurate information.
- Maintained accuracy, completeness and security for medical records and health information.
- Used classification manuals to gain additional knowledge of disease and diagnoses processes.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Boosted information sharing by enhancing interfaces between computer systems.
- Led and audited international subsidiaries and operational processes to mitigate risks.
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
- Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions.
- Evaluated and adopted new technologies to address changing industry needs.
- Reviewed performance benchmarks and established metrics for future tracking.
- Documented procedures and business processes and shared information with appropriate stakeholders.
Education
Bachelor of Science: Math and Computer ScienceUniversity Of Buea
Technical Support Specialist/Help Technician. Intellipaat
Comptia A+Intellipaat
AWS Solution ArchitectIntellipaat
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Resume Overview
School Attended
- University Of Buea
- Intellipaat
Job Titles Held:
- IT Help Desk Technician
- Customer Service Representative
- Epic Analyst/Chart Analyst
Degrees
- Bachelor of Science : Math and Computer Science
Technical Support Specialist/Help Technician.
Comptia A+
AWS Solution Architect
