Technical support professional with extensive IT background. Enjoys troubleshooting to find solutions to technical issues.
Patient and diligent
Vast technical knowledge
Accomplished with mobile devices
Active listening skills
Seasoned in conflict resolution
Customer service expert
Certifications: A+, Microsoft Office Specialist (Outlook), currently pursuing Security+.
The High Five Award, IT Solutions, November 2008: Effectively closing out the most tickets
The High Five Award, IT Solutions, August 2008: Outstanding support
Team Appreciation Award, IT Solutions, Superior Service, September 2009
Senior Helpdesk Technician June 2011 to CurrentCompany Name － City, State
Provide PC hardware and software help desk
support via telephone & on-site service to users.
Use of utility programs and structured
techniques to troubleshoot and isolate hardware, software and application
Restores and repairs damaged critical data
and software architecture databases to reflect installations, turn-ins, and
changes in reportable software.
Respond to inquiries and requests for assistance
from end users via telephone, email and automatic ticket system.
General knowledge of Help Desk Tracking database
Phone, Remote, and Desk-side technical support
for varieties of issues Windows 7 Networking.
Creating help desk documentation, step by step
Resolve Network/ intra-network and connectivity
Administration, rollout and complete support of Windows
7 for over 3000 clients.
Work with Symantec Ghost Server to image
Utilize Symantec and various other software to detect,
quarantine and remove Viruses, Malware, Trojan Horses, Bootkits, and other
malicious files on infected machines.
Remotely deploy software and windows updates to
clients using Lumension Patch management.
Efficiently using LANDesk to remotely resolve
desktop issues Backup and restore data.
Provide mobile support for wireless devices including
Avaya phones and software.
Using Active Directory to manage and edit user
Install, upgrade, and configure network and
desktop printers, external hard drive, scanners and label makers.
Create documentation for end users on varieties
Tier II Help Desk Technician March 2007 to June 2011City, State
Provided overall desktop computer diagnosis and problem resolution support for the client including software installs and configuration, hardware and peripheral equipment installation and maintenance, wireless and LAN configuration and access issues, and other desktop support functions.
Supported and resolved problems related to installed microcomputer software.
Creating help desk documentation, step by step instruction.
Identified software application, network and hardware malfunctions and took appropriate action to resolve issues ensuring data/system integrity.
Provided guidance and training to Computer Services staff in resolving problems and queries
Responded to the needs and questions of users concerning their access to resources on the network Installed, upgraded, and configured network printing, directory structures, rights, security, and software on file servers.
Supported end user by troubleshooting all FDA approved hardware (Label Makers, blackberry, external hardrives, local printers etc) and software, image both laptopAssisted customers with technical issues via email, live chat and telephone. s and desktops.
Assisted and upgraded network hardware and software components as required.
Assisted with network troubleshooting to isolate and diagnose common network problems.
Provide installation, configuration, troubleshooting and support for MS
Office, MS Outlook, Symantec/Norton Virus detection software, Mac IOS.
Tier II Help Desk Technician August 2006 to March 2007Company Name － City, State
Responsibilities include but not limited to the following: Tier II support of the Sales Automation Sales Force using the Siebel Application and Internal employees as well.
Troubleshot all VPN Connections issues, either through the Primary VPN Client and Otsuka World Connect and Citrix Secure Access Client.
Troubleshot and resolved all issues pertaining to the Clients Citrix logins.
Deployed licensed applications thru Altiris Client and Remote Desktop.
Installed local Dell Printers to both sales representatives and internal employees systems.
Thru Active Directory, unlocked, reset and extended all clients' accounts and passwords.
Troubleshot any and all aspects of Microsoft Office 2003.
Troubleshot all laptop hardware issues relating to the IBM Tablet PC, IBM X31, X41, Dell 410 and 610.
Received and logged 100% client calls into Siebel Service Request Software.
Re-imaged systems for sales reps and internal employees.
System Support Representative December 2005 to June 2006Company Name － City, State
100% use of Siebel Call Tracking Application used to open tickets, upgrade customer information and track calls.
Responsible for the processing of all return authorization for customers.
Packaged and shipped software upgrades to supported customers.
Assisted employees with password reset and unlocking various accounts.
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
Clear contact info
Job Titles Held:
Senior Helpdesk Technician
Tier II Help Desk Technician
System Support Representative
BS : Computer Information Systems , 05
Create a job alert for [job role title] at [location].