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Service Desk Technician Resume Example

Resume Score: 80%

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SERVICE DESK TECHNICIAN
Summary

Extensive experience with Windows based communications systems. Re-Imagined Dell latitude laptops and installed software on the systems. Knowledgeable with internal/external hardware, software and Cyber security. Interacted with costumers in a professional manner to ensure smooth transactions. Active Secret Security Clearance. Operated Video Teleconference (VTC) communications and servers that connect to posts around the world.

Skills
  • Application installations
  • Customer Support
  • Windows 7, 8 and 10
  • Active Directory
  • Office 365
  • Hardware Troubleshooting
  • Printers
  • LAN/WAN
  • VOIP
  • Computer Security
  • IP/DHCP
  • Computer maintenance
  • Equipment repair
  • Technical troubleshooting
  • Service desk support
Experience
09/2019 - 03/2020
Company Name - City, StateService Desk Technician
  • Assisted in technical support process refinement to improve customer service and support.
  • Maintained composure and patience in than face of difficult customer situations. applying de-escalation techniques and positive customer support.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Assisted online users via live chat, web conference plus phone to resolve issues related to Software use and access.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Resolved tickets over phone ranging from simple connections issues to troubleshooting and equipment requests.
  • Resolved average of 80 tickets per week to consistently meet performance benchmarks, including speed, accuracy and volume.
12/2015 - 06/2019
Company Name - City, StateVideo Teleconference/Server Technician
  • Supported CISCO servers and 7800 Series Voice-Over Internet Protocol (VOIP) phones to keep Video Communication Conferencing operational
  • Schedule Internet Protocols (IP) including Gateway Conferences to connect the bridge and guarantee vivid picture with clear audio
  • Oversaw CISCO, Dell and Polycom servers when operations went down to ensure a quick re-connection to the network
  • Served as a Technician Team Leader during Hurricane Harvey Relief in Houston, Texas. Delegated responsibility to 15 service members completing communication tasks
08/2015 - 06/2019
Company Name - City, StateRadio Operator-Maintainer
  • Supervised, installed, operated, perform preventive maintenance checks and services (PMCS) on organizational equipment assigned amplitude modulation (AM) radios, single channel radios, radio teletypewriters, Army Special Operations communications equipment, Enhanced Position Location and Reporting System (EPLRS) net control stations, Army Special Operations communications system, to include communication security (COMSEC) devices and associated equipment. Operated manual or automated communications systems
  • Prepared, transmitted, received, recorded and processed messages to addresses or distribution sections in prescribed menu driven format
  • Operated and performed preventive maintenance checks and services (PMCS) on assigned vehicles as well as a power generators
  • Installed, operated, and maintained radio-teletype, radio telephone communications and antenna systems ; apply computer security, electrical safety, and basic electrical theory to communication systems
  • Perform wide area networks (WAN) troubleshooting, maintenance, and upgrades employing standards Including the OSI model; configure and manage Windows XP operating systems; executed warrior tasks, battle procedures, and cross cultural communication activities
06/2015 - 06/2019
Company Name - City, StateHelp Desk Technician/Service Desk Technician

Interacted with customers to provide a proficient experience between both customers and employee.

  • Account installation, deletion and reinstalling all parts of the service desk activities on a daily basis.
  • Handpicked to lead 7 soldiers and provided Information Technology (IT) skills through training and experience based upon efficient working environment.
  • Operated Office 365 share point to track ticket request from customers.
  • Utilized Active Directory to clarify that accounts were within the organizations Acceptable Use Policy (AUP).
  • Ensured 100% accountability of 3000 pieces of communication equipment valued in excess of 2.5 million dollars.
  • Supervised the entire G6 service desk shop consisting of 8 soldiers and 3 contractors for the entire unit.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
08/2020 - Current
Company Name - City, StateFinancial Accounts Technician
  • Reviewed vendor invoices and expense reports, identifying discrepancies.

Education and Training
Kansas City Kansas Community CollegeCity, StateSome College (No Degree): General Studies
Security Clearance

Secret

Certifications
  • CompTIA A+/ CompTIA Sec+,
    U.S Advance Individual Training, Fort Hood, TX, 2017
  • Certificate, Basic First AID & Safety, Fort Hood Signal University, Fort Hood, TX, 2016
  • U.S Army Basic Training, Fort Gordon, GA, 2015
  • Continuing Education in the lower-division baccalaureate/associate degree category, Fort Jackson, SC, 2015
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Resume Overview

School Attended

  • Kansas City Kansas Community College

Job Titles Held:

  • Service Desk Technician
  • Video Teleconference/Server Technician
  • Radio Operator-Maintainer
  • Help Desk Technician/Service Desk Technician
  • Financial Accounts Technician

Degrees

  • Some College (No Degree) : General Studies

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