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
G-suite, Microsoft Office Suite, Office 365, Jira
Hardware: installations and swaps for laptops,
Desktops, mobile phones, hardware
Customer Service/Support
Operating systems: Windows 7/8/10, VMwares;
Active Directory, Networking
Architect, Operating systems
Basic, Personnel
Billing, Pricing
Business development, Problem resolution
Call center, Problem-solving
Com, Servers
Excellent communication, Swaps
Interpersonal skills, TCP/IP
Hardware, Technical Support
Network systems, Technical assistance
Credit, Technician
Critical thinking, Phone
Client, Phones
Customer Service, Training manuals
Customer support, Troubleshoot
Delivery, Troubleshooting
Desktops, Upgrades
DHCP, WAN
DNS
Editing
Email
English
Fast
File management
French
Help Desk
LAN
Laptops
Math
Access
Microsoft Office Suite
Office
Windows 7
Needs assessment
Support Ticket System Management
Remote System Analysis
Network Infrastructure Monitoring
Work History
05/2018 to 01/2021
IT Help Desk TechnicianErin Condren Design – Hawthorne, CA,
XXXXXXXXX - resumesample@example.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.
02/2018 to 05/2020
Customer Service RepresentativeAcme Brick Tile & More – Malvern, AR,
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.
02/2019 to 02/2020
Epic Analyst/Chart AnalystM T Health Center – 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
Expected in
Bachelor of Science: Math and Computer Science University Of Buea - , GPA:
Expected in
: Technical Support Specialist/Help Technician. Intellipaat - , GPA:
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