Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
Resourceful experienced Desktop support skilled with over 10 years of experience in adaptive technology . Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits. Versatile Service Desk Agent with Information technology and dedication to learning more towards providing exceptional customer service. Deployed end user service requests during previous year and achieved 80% satisfaction rate. Maintain communications skills and attention to detail enabled superior results. Proficient Desktop Support Analyst familiar with both Windows and Apple desktops. Good troubleshooting and diagnostic abilities paired with experience in hardware updates, software patching and device configuration. Desiring a long-term position with room for career growth.
Skills
Windows 10
Desk side support deployment
Installing windows 7 & 10 operating systems
Dell Certified certification
Microsoft Office 365
Graphic design
Adobe Illustrator/ Photoshop
Inventory Management
Microsoft Office Applications
Sales skills
Active Directory Experience
Strong sense of banking ethics
Remote desktop services and support
Remote support
Software installations
Mobile devices
Documentation skills
Software upgrades
Application installations
Technical troubleshooting
Computer maintenance
Equipment repair
Remote assistance
Patient-focused quality service
Client Relations
Referring Applicants
Determining Eligibility
Company Relationship Development
Work History
03/2017 to 12/2019Service Desk AnalystLong View Systems | Denver, CO,
Resolved 80% of computer and system networking problems to maintain user productivity.
Monitored hardware, software applications and peripheral performance against organizational expectations.
Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients.
Followed up with 25-50 clients daily to verify optimal customer satisfaction following support engagement and problem resolution.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Removed malware, ransomware and other threats from laptops and Desktop systems.
Maintain software and installed new versions to eliminate security problems and protect data.
Processed Active 25-75 Service Now ticket support daily for tech assistance on wide range of issues related to ticket request.
03/2016 to 11/2018Desktop Support AnalystCracker Barrel Old Country Stores | Dalton, GA,
Resolved Desktop and Laptop Repair Dell computer hardware problems, replaced parts improved operations and provided exceptional client support.
Worked with desk side customers to understand needs while providing Win 10 and Microsoft Applications.
Handled calls per ticket to address customer inquiries and concerns per knowledge base.
Investigated Desktop product issues involving materials and software and devised solutions.
Replaced and Deploy computer hardware components and peripheral devices including power supplies, heat sinks, hard-drives and integrated circuit boards.
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Remained solutions-oriented in face of complex problems to assist management and overall business direction.
Tracked replacement parts and recorded shipping and reconciled accounts to maintain accurate, current and Dell Imaging compliant financial records.
Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and remote policies.
Maintain and followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Removed malware, ransomware and other threats from laptops and desktop systems.
Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
Installed new hardware and software, patched systems and configured settings.
Supported Active directory user account information, including rights, security and systems groups.
07/2015 to 01/2016Service Desk TechnicianSouth State Bank | Bartow, FL,
Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Resolved common user concerns by Deploying preset issue resolution scripts.
Engaged in user support interactions via telephone, chat and email platforms.
Diagnosed and resolved user system functionality issues to enable completion of desired operations.
Maintain service tickets into incident tracking system to facilitate faster problem identification and resolution.
Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
Removed malware, ransomware and other threats from laptops and desktop systems.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Support PC, I Pad and Printer troubleshooting methods needed for quick remediation.
Configured hardware, devices, Active directory add / removal of accounts and software to set up work stations for employees.
Washtenaw Intermediate School District Sentinel monitored and managed over 500 inventory for laptop loaners and connectivity issues that prevented execution of user-initiated tasks for teachers and students.
Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Assisted customers with product selection based on stated needs, proposed use and budget.
01/2014 to 05/2015Help Desk Analyst IIApex Systems | Eastvale, CA,
Assumed remote control over customers' computers when necessary to resolve problems.
Worked to resolve technical issues for global users using remote diagnostic tools.
Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
Consistently responded to customer service emails within standard window for optimal response.
Supported customers with online billing, access and account issues.
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Increased overall company performance through improved IT up time and cost reductions.
Supported over 20-70 customers daily having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
Delivered technical support to users each day Maintain positive attitude
Education
Expected in Bachelor of Arts | EcologyMarygrove College, Detroit, MIGPA:
Member of Alpha Kappa Alpha
Minored in Arts
Continuing education in Computers information System
Majored in Human Ecology
Expected in 01/2015Associate of Science | Technical RecruiterUniversity of Phoenix, Tempe, AZGPA:
Concentration in information Technology/Web Design
Management Information Technology
Web Design I and II
Expected in in Progress | Master of Information Systems With A Graduate CybeUniversity of Phoenix, Tempe, AZGPA:
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