Help Desk Specialist Resume Samples

Description :

1. Provide high-level technical support to more than 3K customers worldwide, applying a comprehensive understanding of information management systems, hardware, and software.
2. Perform wide range of technical functions inherent in managing hardware and software, including set up, operation, maintenance, modification, testing, calibration, and troubleshooting of networked computer systems.
3. Report security and spectrum interference incidents and execute corrective procedures accordingly.
4. Expertly use computer systems and office automation to code, enter, and manage highly sensitive and confidential information, organize and compile statistical data and records for variety of reports, prepare correspondence and reports, and query programs.
5. Compile and analyze data from multiple sources, aggregating critical information for supervisor to assist in decision making to ensure compliance with established policies, procedures, and processes.
6. Prioritize multiple responsibilities in high-pressure, time-intensive, and customer satisfaction-driven work environment.
7. Foster mutually supportive work environment and apply enterprising problem-solving abilities, business communications skills, and value-added customer service on daily basis.
8. Analyze call-based data and provide timely and accurate statistical reports, call records, memoranda, and other formal documents of communication.

Experience

2-5 Years

Level

Junior

Education

M.S. In Education

Description :

1. Responsible for providing extensive Help Desk support and troubleshooting for client workstations and printers.
2. Help Desk experience working in a complex network environment.
   
3. Provides Help Desk support to the Irvine and San Francisco offices as well on an as-needed basis.
4. Provides primary Help Desk and troubleshooting support for tickets escalated via the Help Desk Hotline.
5. Worked in concert with other members of the IT Department to troubleshoot more complex user technical problems.
6. Recognition of and commitment to the concept of Information Technology as a customer service function.
7. Substantial user and hardware technical support and have extensive knowledge of legal software applications.

Experience

0-2 Years

Level

Entry Level

Education

Computer Science

Description :

1. Conducted day-to-day operations, implemented, troubleshoot optimized, maintained and ensured operational integrity and availability of customer's networks.
2. Evaluate and resolve customer information system problems, Effect required hardware upgrades and repair to maintain mission capability.
3. Install and configure wireless hubs, routers, switches, and various transmission media, server hardware and software, and ensure the proper installation and configuration of workstation hardware and software for efficient operation on the network.
4. Follow up with customers to ensure issue has been resolved.
5. Run reports to determine malfunctions that continue to occurLed efforts to quickly and accurately isolate and resolve network problems in a timely and cost-efficient manner.
6. Upgraded operating systems and protocol suites planned network layouts and configured devices.
7. Analyzed, designed, tested, implemented secured and optimized network solutions based on business requirements.
8. Oversee daily activities, document in appropriate reporting and ticketing tools and ensure continuity for any outstanding.

Experience

7-10 Years

Level

Management

Education

Business Administration

Description :

1. Responsible for workstation, user, and network support for a 25-seat environment using Windows 98, NT, 2000 and XP operating systems.
2. Troubleshot, configured and maintained software, hardware, peripherals and network connections.
3. Set up, maintain and troubleshoot software, hardware and TCP/IP networks; repair desktops, laptops and peripherals.
4. Provide support and instruction to end users.
5. Built, maintained, and repaired computer systems to improve speed, reliability, and efficiency of operation.
6. Maintained relationships with vendors in order to recommend suitable products and services to management, and worked with clients to determine their specific needs and ensure a smooth implementation of new accounts.
7. Performed administration duties on Windows NT and 2000 servers (including the management of user accounts, policies and profiles, and file sharing and security).
8. Installed and configured software on Windows 9x, and Windows 2000/XP workstations, successfully completing all projects on time and under budget.

Experience

5-7 Years

Level

Executive

Education

M.S. In Computer Science

Description :

1. Work with Exchange Management to create new mailboxes and distribution groups.
2. Work with Active Directory to reset passwords, create users, and manage groups.
3. Provide technical trouble-shooting and customer service support as part of a team, responsible for many different phases of the support cycle including the specification, procurement, configuration, deployment, support and disposal of Information Technology assets.
4. Interact with a wide variety of IT staff members throughout the support process including Developers, System Administrators, Database Administrators and QA/Business Analysts in order to provide timely resolutions for those submitting requests.
5. Effectively utilize an array of remote technical assistance tools to service user requests received through email, phone and in person.
6. Monitor request tracking system used to ensure consistent level of service and quality outcomes for our users.
7. Professionally communicate with internal staff from entry level to executive level on regular basis.

Experience

2-5 Years

Level

Junior

Education

Diploma

Description :

1. Managed assigned functions at the helpdesk, and provided first line operational support to agency users nationwide.
2. Scheduled, performed installation, troubleshooting, upgrades and managed configurations.
3. Adept at troubleshooting across complex and interconnected systems, engaging peers and vendors as needed.
4. Provide documentation to the teams runbook per managers request Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system.
5. Analyze metrics to identify trends in system behavior that require intervention.
6. Coordinate necessary maintenance and installations across partners to ensure minimal impact for users.
7. Respond to problem reports from users and partners promptly to isolate root cause and assist other team members as necessary to resolve.
8. Phone Support- Provided phone support for issues/requests Desktop Support- Maintained & Imaged Dell & IBM Lenovo workstations & laptops, HP printers & Sharp copiers.

Experience

7-10 Years

Level

Consultant

Education

MS In Technology

Description :

1. Answered incoming technical trouble calls from personnel serviced by the Global Information Technology.
2. Collected information from callers and restored network services.
3. Entered information into an automated trouble ticket system and submitted it to the appropriate Response Technician for prompt resolution.
4. Monitored the status of the trouble tickets to ensure problems are resolved in a prompt manner.
5. Provided changes in the configuration of the network and equipment resulting in the resolution of problems to Global IT.
6. Provided Global IT with all completed repair and maintenance documentation for service payments.
7. Generated daily and weekly statistical reports on network performance, problem resolution, and other subjects, as requested by the supervisor of the Global IT Service Center.
8. Operated minicomputer systems that identified problem conditions and responded with normal operator intervention methods.

Experience

2-5 Years

Level

Executive

Education

Diploma

Description :

1. Move computer objects in Active Directory to proper Organizational Unit Install Windows Updates and anti-virus updates.
2. Install various Line of business software like WP Office 12, Corel Draw Graphics Suite X4, IRIMS, DoPDF to convert into PDF Files, Quick View Plus, and Spam Bayes etc.
3. Performed subject classification, including cross-referencing, indexing and routing Departmental records.
4. Experience working with SMS Remote Controls REMEDY Service Desk Express for ticketing system to track incoming desktop requests from initiation to completion.
5. Maintained file classification systems, provided an information retrieval service.
6. Deployed/migrated existing old Dell and HP computers to new Lenovo Think tank Desktop computers.
7. Copy existing profile, desktop, favourites, My Documents, PST files, Mail box/calendar information/MS Outlook settings etc to network and restore back using scripts for Norton Ghost.

Experience

2-5 Years

Level

Executive

Education

Diploma

Description :

1. Provided assistance to college students and faculty with network and computer issues, monitored campus software purchases and loans, reset network passwords, and provided technical support for students and staff.
2. Educated students and faculty/staff on various computer programs and network interfaces.
3. Assisted Information Technology staff with network and computer issues.
4. Effectively managed a high-volume of inbound and outbound student and faculty calls.
5. Trained in many areas of the healthcare arena, including public health and epidemiology, biomedical ethics, health administration, patient care, management and administration, general health and wellness.
6. Knowledgeable in human biology, anatomy and physiology, and medical terminology.
7. More than six years experience working directly with patients, resulting in excellent patient care and communication skills.

Experience

7-10 Years

Level

Consultant

Education

Bachelor Of Science

Description :

1. Responsible for a high volume call center in the support of 3000 nationwide call centers.
2. Troubleshoot hardware problems for Windows NT Workstations, XP Thin Client Workstations as well as other hardware such as printers, phones, VOIP systems, etc.
3. Appointed project leader (Telecom Analyst) to implement a method to handle all escalated tickets relating to telecom equipment issues.
4. Designed and implemented telecom and dial-up training courses to provide hardware and software information required for technicians to troubleshoot problems.
5. Use of software tools for research and troubleshooting included MS Office, PC-Duo, VNC Client, WinSQL, TOAD, Heat Knowledge Software, EAdvantage POS Software, etc.
6. Reduced telecom costs by $1200 over three months.
7. Coordinated project to get all company-wide centers on dial-up backup system including scheduling and follow up to assure all areas working as planned.

Experience

2-5 Years

Level

Junior

Education

Computer Science

Description :

1. Provides in-depth support and leads problem-solving and implementation efforts for specific technology products or applications.
2. Responds to inquiries and requests for assistance with organization's computer systems or PCs and resolves customer inquiries for one or more products or services.
3. Analyzes moderate to complex issues and determines appropriate technical area or vendor to resolve problems.
4. Maintains written documentation for each call; escalates complex problems to the next level of support as required by documented procedures; communicates efficiently and effectively with customers.
5. Responds to customer calls, e-mail, chat, and other request tools for technical support.
6. Displays sensitivity to callers' needs and situations.
7. Actively uses and updates the knowledge of product in order to resolve issues.
8. Understands and desires to meet individual and Service Center goals.

Experience

7-10 Years

Level

Management

Education

Master In Information

Description :

1. Provided technical assistance and support for incoming queries and concerns related to computer software, and hardware.
2. Installed, modified, and repaired computer hardware and software.
3. Resolved technical Problems with Local Area Network(LAN), Wide Area Networks(WAN), and other systems.
4. Provided phone and email support, feedback, and training for customers with hardware and software related issues.
5. Team Leader of Various Dynamic Teams: Monitored and evaluated the call quality of technical support agents to ensure that a standard of excellence is met for our K.P.I.
6. Assured team adherence to service levels, first call resolution, and customer satisfaction goals.
7. Provided assistance to Technical Support Agents to resolve escalated trouble calls from the Technical Support Floor.
8. Coached Technical Support Representatives to assist with achieving individual and team performance goals.

Experience

2-5 Years

Level

Junior

Education

Computer Science