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Tier 2 Help Desk Technician Resume Example

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TIER 2 HELP DESK TECHNICIAN
Professional Summary
IT Professional seeking to benefit an IT department with complex technical expertise, as well as with exceptional soft skills that enable me to harmoniously interact effectively with both end users, and staff to resolve whatever issues arise.
Skills
  • Troubleshooting
  • Skilled in TCP/IP and WAN
  • Customer service expert
  • Hardware
  • Active Directory
  • Skilled in HTML, HTTP and IP
  • SQL
  • Microsoft Office Suite
  • Windows XP, Vista, 7, 8, 10
  • Mac OS X
Work History
Tier 2 Help Desk Technician, 02/2015 to Current
ICI Systems – Washington D.C - DC Superior Court
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Provided base level IT support to non-technical personnel within the business.
  • Used ticketing systems to manage and process actions taken.
  • Re-imaged machines with specific images for corresponding divisions within the courts.
  • Managed call flow and responded to technical support needs of customers.
  • Prepare evaluations of software or hardware, and recommend improvements or upgrades
  • Built and provided basic end-user troubleshooting and desktop support on Windows, and Mac systems.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Resolved problems with malfunctioning products.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Remained up-to-date on the latest technologies and solutions applicable to company products.
  • Compiled and accurately entered electronic data.
  • Install and configure wireless networking equipment.
  • Set up PC and Apple desktops and laptops and all types of mobile devices.





Junior IT Specialist, 01/2013 to 01/2015
Somali American Community Association – Silver Spring
  • Installed software, modified and repaired hardware and resolved technical issues
  • Installed and configured different peripherals.
  • Provided base level IT support to non-technical personnel.
  • Resolved issues in a clear, courteous and straightforward manner.
  • Identified and solved technical issues with a variety of diagnostic tools.



Education
Bachelor of Arts: Political Science & Government, 2016
University of Maryland, Baltimore County - Baltimore
  • Coursework in Information Technology and Computer Applications

- I.S 102  Intro to Computer Based Systems

- I.S 300 Management Information Systems

- Technical Writing

Certifications
Comp TIA A+
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Resume Overview

Companies Worked For:

  • ICI Systems
  • Somali American Community Association

School Attended

  • University of Maryland, Baltimore County

Job Titles Held:

  • Tier 2 Help Desk Technician
  • Junior IT Specialist

Degrees

  • Bachelor of Arts : Political Science & Government , 2016

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