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IT Service Desk Agent Resume Example

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IT SERVICE DESK AGENT
Professional Summary
IT Service Desk Agent with the capacity to quickly learn and synthesize new networking technologies. Focused on resolving user software inquiries across a variety of platforms seeking to bring outstanding technical knowledge to a company.  Skilled at supporting end-user hardware and software inquiries, leadership skills, developing complex solutions, possessing strong creative thinking skills, with high energy and integrity. Support Specialist with a gift for understanding the needs of both business and home users. Versed in troubleshooting and desktop support on Windows systems. Looking to bring a passion for creative solutions and quality customer service to vibrant technical support team. 
Skills
  • Skilled at multi-tasking
  • Analytical and critical thinker
  • Working with shifting priorities
  • Managing multiple projects simultaneously
  • Provide excellent technical support 
  • Network connectivity knowledge
  • Documentation expertise
  • Team building
  • Proactive mindset
  • Friendly nature
  • Organizational skills
  • Leadership experience
  • Decision-making ability
  • Program management
  • Team leadership
  • Process improvements
Work History
IT Service Desk Agent, 04/2016 to Current
Onshore Outsourcing – Glennville, Ga.

    I work on the IT support Desk for Hub Group. I provide technical support for the corporate offices and terminals all over the United States, Mexico, and Canada.  Our job includes but is not limited to the following:

  • Installed software, modified and repaired hardware and resolved technical issues.
  • Managed call flow and responded to technical support needs of customers.
  • Provided base level IT support to non-technical personnel within the business.
  • Evaluated and responded to incoming requests for technical support assistance.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Resolved problems with malfunctioning products.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Conducted research to address customer concerns.
  • Researched, troubleshot and resolved complex problems independently.
  • Maintained high departmental standards for quality and productivity metrics.
  • Worked closely with team members to meet or exceed all customer service requirements.
  • Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
  • Appropriately documented all transactions and pertinent interactions.
  • Reviewed technical documentation and procedures.
  • Created documentation that empowered and enabled user community.
  • Described solutions to customers accurately and persuasively.
  • Enthusiastically participated in job related training.
  • Used ticketing systems to manage and process actions taken.
  • Participated in various incentive programs and contests designed to support achievement of production goals.

Shift Manager , 08/2015 to 04/2016
McDonald's – Glennville

    When i started McDonald's i was a cashier. with in three months i started training and classes for shift manager.  After completing and my Serve Safe Certification i was promoted to shift manager. as the shift manager my duties and skills included:


  • Maintained high standards of customer service during high-volume, fast-paced operations.
  • Verified that prepared food met all standards for quality and quantity.
  • Prepared a variety of foods according to customers' orders or supervisors' instructions, following approved procedures.
  • Spoke with patrons to ensure satisfaction with food and service
  • Responsible for coordination of up to 12 servers in restaurant with capacity of 15.
  • Trained kitchen staff on proper use of equipment, food handling, and portion sizing.
  • Communicated with other kitchen team members to ensure food was prepared on time and correctly
  • Provided excellent customer service

Assistant Manager , 04/2001 to 04/2007
Waffle House – Pooler, Ga
    I Began As a waitress while still in high school.  I completed the training for assistant after graduating.  As the Assistant Manager some of my skills were:                 
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.
  • Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.
  • Followed food safety procedures according to company policies and health and sanitation regulations.
  • Inspected and cleaned food preparation areas to ensure safe and sanitary food-handling practices
  • Shopped for and ordered food and kitchen supplies and equipment
  • Trained kitchen staff on proper use of equipment, food handling, and portion sizing.
  • Estimated amounts and costs of required supplies, such as food and ingredients
  • Communicated with other kitchen team members to ensure food was prepared on time and correctly
  • Consistently offered professional, friendly and engaging service.
  • Provided friendly and attentive service and exceptional hospitality.

Education
High School Diploma: 2003
Robert W. Groves High School - Garden City, Ga.
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Resume Overview

Companies Worked For:

  • Onshore Outsourcing
  • McDonald's
  • Waffle House

School Attended

  • Robert W. Groves High School

Job Titles Held:

  • IT Service Desk Agent
  • Shift Manager
  • Assistant Manager

Degrees

  • High School Diploma : 2003

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