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level 1 help desk agent technical support resume example with 12+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Summary

I routinely exceed call-handling goals, closing an average of 30 calls daily with a high first-call resolution ratio and an average acceptible talk time minutes -- well below 8-minute goal.

I diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.

Highlights
  • Outstanding communication skills; demonstrated background working well with students and co-workers in one-on-one and group settings.
  • Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.
  • handle incoming calls from a national customer base
  • Proven ability to diagnose, troubleshoot, and resolve technical problems.
  • Partnered with Tier II and Tier III help desk peers based in the US, India and Brazil to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.
  • Provide daily technical support for e-mail, network, connectivity, telecommunications, peripheral equipment, and system maintenance.
Experience
Level-1 Help Desk Agent / technical support, 04/2013 to Current
 CCI For IBM - NiSource Acct – City, STATE,

I currently offer technical support as a level-1 help desk agent.

I troubleshoot and configure applications, provide network connection support, as well as customer input in to a ticketing system. I manage high call volume during peak hours in a timely manner. I also work effeciantly in queues (email and self service) that require a SLA time goal.

Telemarketing, 01/2009 to 04/2013
 Bolder Calls – City, STATE,

When working for Bolder Calls i did cold outbound calling to generate leads for car insurance companies. I was responsible for pitching a free insurance quote. I was efficient in entering customer information in to data base and insuring phone numbers are placed on a DNC list if asked to by customer.

Education
High School Diploma: General Studies , Expected in 1993 to Cordova Sr High School - Sacramento, CA
 GPA:

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Resume Overview

School Attended

  • Cordova Sr High School

Job Titles Held:

  • Level-1 Help Desk Agent / technical support
  • Telemarketing

Degrees

  • High School Diploma

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