remote service desk coordinator technical support engineer resume example with 7+ years of experience

Jessica Claire
IT And Administrative Support Specialist
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Experienced IT and Administrative Support Professional with over eight years of experience in customer service and technical support. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Active duty military service and security background with high personal responsibility along with the ability to take direction and follow through.

  • Data entry
  • Clerical experience
  • Desktop Support
  • M365 and Google Workspace Administration
  • Superior Customer Service
  • Positive Attitude
  • Prioritization & Time Management
  • Communication
Work History
Remote Service Desk Coordinator/Technical Support Engineer, 05/2021 - Current
Digital Networks Group New York, NY,
  • Provide phone and remote support to end-users
  • Triage incoming requests to Service Desk to ensure courteous, timely, and effective resolution of end-user issues based on issue priority
  • Escalate and transfer tickets as needed
  • Provision and assigns virtual desktop (VMware)
  • Create and manage Active Directory, M365, and Google Workspace accounts
  • Assist end-users with password resets
  • Troubleshoot software and hardware issues remotely (Office 2016, QuickBooks, Slack, Zoom, install device drivers, install updates, etc.)
  • Create process documents and training documentation
  • Collaborate with team members to provide timely frontline support to customers
  • Configure hardware, software, and peripherals to set up workstations for employees
  • Analyze issues to identify troubleshooting methods needed for quick remediation
Help Desk Support Specialist, 08/2019 - 04/2021
Flex Hollis, NH,
  • Provided phone and remote support to end users
  • Maintained accurate documentation of systems and processes
  • Processed requisitions and orders for IS-related hardware and software purchases
  • Collaborated with engineers and systems managers to provide front-line support to end users on projects
  • Coordinated account creations and disabling for Active Directory users under supervision of Director of Technology
  • Coordinated SIS and HRIS system account access roles under supervision of Director of Technology
  • Assisted Network and Infrastructure Engineer with VoIP desk phone and Cisco Unity Voicemail setup and problem resolution through use of Cisco Unified Communications Manager
  • Monitored and assigned IT Help Desk tickets accordingly
  • Wrote and posted tutorials and how-to instructions on organization's knowledge base to assist end users with commonly used applications, processes, and technical issues
  • Configured hardware and granted system permissions to new employees
  • Provided end-user system and equipment training.
  • Logged activities in tracking system to maintain accurate, timely records
  • Responded to inquiries by phone, email and walk-up requests
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
IT Technician, 09/2017 - 08/2019
Pacific Medical Centers Vancouver, WA,
  • Diagnosed problems and repaired electronic equipment including wireless access points, printers, iPads, computers, computer peripherals, LCD projectors, document cameras, and etc
  • Installed Windows and Mac OS operating systems and application software
  • Collaborated with vendors, staff, and faculty to solve problems with software and hardware
  • Performed preventative maintenance on school district's computers and peripheral equipment as scheduled and assigned by management
  • Provided advice and assistance to faculty and staff to help them use equipment and purchase accessories
  • Terminated CAT 6 patch cables and worked with other technicians to install local area network cabling and jacks as needed
  • Troubleshot and resolved networking issues; also configured and added printers and computers to local area network
  • Patiently walked individuals through basic troubleshooting tasks
  • Imaged and prepared new computers for integration into company networks and systems
  • Used diagnostic tools to identify hardware failures and replace non-functional components
  • Oversaw equipment inventory to maintain on-hand availability of necessary replacement parts and consumable goods
  • Decommissioned outdated equipment, referring devices to appropriate recyclers or disposal personnel.
  • Recommended new and replacement hardware and software purchases
Health Information Management Technician, 02/2015 - 06/2017
Nthrive City, STATE,
  • Compiled, verified, typed, and filed medical records
  • Operated computer to enter and retrieve data
  • Reviewed medical records for completeness and filed records in filing system
  • Coordinated assembly and analysis of records into standard order, and filed records in designated areas
  • Indexed all scanned records and reviewed documents for accuracy, legibility, and appropriate identification
  • Assisted visitors and physicians, and answered phone as needed
  • Assisted with transcription processing function as needed
  • Followed all federal, state, industry, and hospital guidelines for release of information
  • Catalogued patient data in clinical databases and registries according to regulatory practices
  • Secured confidential patient information from unauthorized access
  • Collected, organized and entered patient data into medical systems
  • CompTIA A+

  • CompTIA Network+

  • CompTIA Security+

Bachelor of Science: Information Technology, Expected in 07/2012
University of Phoenix - Phoenix, AZ,
Status -
Associate of Arts: Criminal Justice, Expected in 10/2009
Axia College - Phoenix, AZ,
Status -
High School Diploma: , Expected in 05/2000
McAdams High School - Sallis, MS,
Status -

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Resume Overview

School Attended

  • University of Phoenix
  • Axia College
  • McAdams High School

Job Titles Held:

  • Remote Service Desk Coordinator/Technical Support Engineer
  • Help Desk Support Specialist
  • IT Technician
  • Health Information Management Technician


  • Bachelor of Science
  • Associate of Arts
  • High School Diploma

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