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Wireless Helpdesk Technician-Tier II Resume Example

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WIRELESS HELPDESK TECHNICIAN-TIER II
Professional Summary

Ambitious, smart, hard worker, looking to showcase my knowledge of technology and interpersonal skills in an everyday work environment. I have ten years of experience in excellent customer support. Very experienced in the technology field/opening and closing a business alone. I am an incredibly fast learner and never have to be taught something more than once. I have been an incredible asset to every company I have been a part of and will make any company proud of my tireless work ethic.

Skills
  • Incredibly Fast Learner
  • Hard Worker
  • Personable
  • Outgoing
  • Great Supervisor/Teammate
  • Very Tech-Savvy
  • Problem Solver
  • Excellent at Training Employees
Work History
Wireless Helpdesk Technician-Tier II, 11/2016 to Current
Company Name – City, State
  • Helped support medium-large enterprise wireless clients with their technology troubleshooting needs (Over 60k users)
  • Consistently the top performer in my department (Consistently averaged double/triple required ticket counts)
  • Trained over 40 employees one on one
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Managed and implemented 4 different Mobile Device Management (MDM) software systems for different clients
  • Handle all escalated troubleshooting and advanced Trouble Tickets
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • 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/advanced troubleshooting tasks.
  • Managed high levels of call flow and responded to Tier II technical support needs.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Provided on-call support for critical Wireless Issues
Sales Manager, 06/2015 to 12/2016
Company Name – City, State
  • Lead Business Sales Consultant for the Greenville, NC area
  • Opened and closed technology store daily
  • Motivated team members to meet and exceed objectives by setting goals, tracking performance on daily basis and implementing improvement strategies.
  • Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
  • Maintained extensive knowledge of company products and services.
  • Produced contracts, reports, letters, and proposals for clients.
  • Applied established sales techniques and persuasive communication skills to meet personal sales objectives.
  • Organized promotional events and interacted with community to increase sales volume.
  • Supervised sales team of six people, stepping in to support employees and deliver smooth sales processes for clients.
Recreation Assistant , 06/2011 to 2015
Company Name – City, State
  • In charge of all vehicle and safety inspections within the facility
  • Entrusted with training new employees in computer systems/customer service
  • Organized and ran several Recreation and Parks camps
  • Registered people for camps and programs
  • Enrolled whole families into a City of Greenville Database
  • Entrusted with the day to day operations of the facility.
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
  • Kept daily records accurate, detailed and fully compliant with reporting requirements to meet all state, local and federal requirements.
Recreation Attendant, 01/2010 to 06/2011
Company Name – City, State
  • Worked front desk and cash drawer
  • Signed people up for programs and camps
  • Entered new people into a City of Greenville Database
  • Worked lead on baseball/basketball camps
  • Helped customers face to face daily.
  • Encouraged rules and regulations of recreation facility to promote safety and welfare of guests and members.
  • Conducted facility opening and closing procedures by unlocking and locking entrance gates, activating and deactivating working displays and turning off and on lights for security.
  • Inspected park and recreational areas regularly to maintain safe and clean premises.
  • Inspected batting cage equipment to detect wear and damage, and conducted minor repairs such as oiling parts.
Education
Associate of Science: BusinessPitt Community College - City, State

GPA: 3.5

Currently completing classes online

High School Diploma : High School Diploma: 2010
DH Conley - City, State
GPA: 3.75
Additional Information
  • Significant experience training new employees Great people skills
Accomplishments
  • Supervised team of six staff members.
  • At Atlantic Wireless-Top Salesman company wide
  • At One Source Communications-Consistently the top performer in every possible metric (Consistently averaging double/triple required workload)
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Resume Overview

School Attended

  • Pitt Community College
  • DH Conley

Job Titles Held:

  • Wireless Helpdesk Technician-Tier II
  • Sales Manager
  • Recreation Assistant
  • Recreation Attendant

Degrees

  • Associate of Science : Business
    High School Diploma : High School Diploma : 2010

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