service desk technician resume example with 5+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Dedicated IT Support professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure, troubleshooting, customer service, and adapting to new situations and challenges to best enhance the organizational brand.
Skills
Windows 10
Windows XP/Server 2003/Vista 7-10
Salesforce
Service Now
OKTA
Active directory
POS
Office 365
Excellent customer service
Troubleshooting Hardware (POS, Printers, CC machine)
Troubleshooting Software
Remedy ticketing system
Workday
Remote Control Landesk
Altametrics
TCP/IP
Work History
06/2021 to 10/2022Service Desk TechnicianArrive Logistics | Chicago, IL,
Provided support in person and remotely, including software, hardware, printers, peripherals, audiovisual, wired, and wireless network troubleshooting.
Provided training and education for end users, including security best practices.
Document processes, activities ad system requirements
Experience installing and configuring printers locally and via Microsoft Print Management.
Experience working with Windows servers, including Active directory and Windows 10
Handle complex calls by analyzing problems and skillfully interacting with co-workers, managers and Executives
Ability to multi-task and context-switch effectively between different activities and teams
Experience using and troubleshooting end-user systems, hardware & software (Windows 10, Microsoft Office 365, Printers, laptops/desktops, Phone Systems, etc)
Identifies, addresses and delivers training needs for Level 1 staff
Troubleshoot, image, configure and deploy Windows workstations (POS) and laptops
Experience changing for TCP/IP settings across multiple products
Addresses all network and hardware issues that may arise in our test lab to ensure all deices remain online and accessible via Remote tool
Currently supporting escalated tickets on Tier 2 level
Analyzes tickets for thoroughness and accuracy before placing and ordering with different vendors for equipment
Interacted with Management at Arby's locations to effectively troubleshoot and diagnose variety of hardware/software failures; ex: troubleshooting Windows 10 based POS and receipt printers issues, new/old register configuration, Network down, Layer 1
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Documented transactions and support interactions in system for future reference and addition to knowledge base.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Configured hardware, devices and software to set up work stations for employees ex. POS systems, Credit card terminals, Receipt printers, Kitchen computers and cash drawers
Performed tests of functionality, security and performance of different workstations and devices.
Activated accounts for clients interested in new services.
Monitored systems in operation and input commands to troubleshoot areas.
12/2018 to 03/2020PackerCeva Logistics U.S., Inc. | Marysville, OH,
Operated hand trucks, pallet jacks and forklifts to move materials.
Packed merchandise into boxes and containers to ensure safe shipment.
Used tools, sprayers and cleaning solutions to clean contaminants from work areas.
Assembled cartons, crates and containers.
Marked and labeled containers with accurate shipping information to prevent delays.
Mentored new employees on daily warehouse procedures and answered task-related questions for quick job acclimation.
Inspected orders for accuracy by carefully reviewing containers, products, packaging and labeling.
03/2015 to 03/2018Production Line Assembly WorkerTaylor Corp | Omaha, NE,
Responded rapidly to machine shut-downs and diagnosed mechanical and electrical failures.
Kept work area clean, neat and organized.
Used buffer to remove minor scratches and imperfections form seats.
Worked in team-based environment
Collaborated with team members to improve machining technique and increase production schedule.
Examined spreadsheets to understand project scope and materials and tools required for completion.
Sampled and tested final products to check conformance with production tolerances
Education
Expected in 06/2025 to to Associate of Applied Science | RadiologyGwinnett Technical College, Lawrenceville, GAGPA:
Expected in 05/2012 to to Associate of Applied Science | Computer ScienceLansing Community College, Lansing, MIGPA:
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