Service Desk Engineer Resume
Objective : As a Service Desk Engineer, provided Level 2 technical support across HFS-IT services, resolving escalated customer issues and collaborating with developers, system administrators, business owners, and vendors as needed.
Skills : Knowledge of operating systems, Understanding of networking basics.
Description :
- Maintained relationships with internal and campus colleagues to foster collaboration and gather feedback, facilitating cross-departmental communication and continuous improvement initiatives.
- Pursued ongoing training and certifications, which may involve attending workshops, seminars, and conferences and obtaining relevant certifications in your field.
- Engaged in continuous education initiatives, such as enrolling in courses, programs, or online learning platforms.
- Conducted research, participate in IT communities, and present at conferences.
- Supported is provided to systems that support the 10,000 residents and 400 staff performing work using several complex business applications, point of sales, and a building card entry system.
- Integrated multiple platforms and lines of business.
- Established accountability and responsibility for project deliverables with end users.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In Computer Science
Service Desk Engineer Resume
Headline : As a Service Desk Engineer, used established standards to create, document, and maintain Standard Operating Procedures (SOPs), Frequently Asked Questions (FAQs), and other service and customer-facing documentation types, promoting consistency and clarity in service delivery.
Skills : Proficiency in using and troubleshooting various software and hardware, Problem-Solving.
Description :
- Purchased and managed inventory, overseeing procurement processes and inventory management to support operational needs and budgetary guidelines.
- Managed warranty-service agreements against HFS-IT inventory items.
- Ensured timely resolution of warranty-related issues and optimizing asset utilization.
- Diagnosed and resolved technical issues, and provided high-quality support to end users.
- Ensured new employees know how to get IT support when needed.
- Documented resolution processes for Tier 1 reference.
- Performed research and provided information to leadership regarding new technology and equipment, contributing to informed decision-making and strategic planning.
Experience
5-7 Years
Level
Executive
Education
Bachelor's In Computer Science
Service Desk Engineer Resume
Objective : As a Service Desk Engineer, trained Tier 1 staff on new processes and procedures, ensuring team members are equipped to deliver high-quality support services.
Skills : Strong analytical and diagnostic skills, Customer Service.
Description :
- Maintained familiarity and rapport with diverse department activities, including residential life, student development, human resources, graphics/web design, food services, and conference services.
- Trained with Linux operating systems and environments.
- Well-trained with Point of Sales (POS) devices and related software systems.
- Welltrained in server administration (Windows Server, Linux Server).
- Translated stakeholder's requirements into reporting deliverables and assisting in setting up dashboard and performance metrics.
- Ensured timely planning and delivery of all scheduled reports to different stakeholders while ensuring quality and resource availability.
- Developed and maintained reporting capabilities for Mobile Expense Management and Device Management as well as acquire in Bid Management related reporting activities, Service Management / Ontime implementation.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In Computer Science
Service Desk Engineer Resume
Summary : As a Service Desk Engineer, performed other related duties as assigned, contributing to the overall success and efficiency of the IT support team.
Skills : Patience and a customer-centric attitude, Time Management.
Description :
- Answered technical questions from either the salesmen or anyone else within the company or outside.
- Performed training presentations using PowerPoint on various topics related to products and systems.
- Assisted in troubleshoot service issues in the field.
- Worked closely with Sales, Parts, Service and Billing in total project assistance from quoting to invoicing as required.
- Maintained records on hardware and software configurations, network performance, and configurations.
- Ensured accurate and up-to-date documentation for operational efficiency and compliance.
- Mentored Help Desk technicians and students, providing guidance and support to facilitate professional development and knowledge transfer.
Experience
7-10 Years
Level
Management
Education
Bachelor's In Computer Science
Service Desk Engineer Resume
Summary : As a Service Desk Engineer, established and maintained strong vendor relationships, ensuring timely support and service delivery, demonstrated adaptability and problem-solving skills, efficiently troubleshooting new technologies and environments.
Skills : Efficient task prioritization and time management, Strong organizational skills.
Description :
- Developed and maintained processes and procedures for new and existing mobility related activities to ensure Operations are kept updated on the business needs, Process Management / Service Management / Ontime implementation.
- Defined and implemented project plans to set up Mobility and MSI services contracted by customer ensuring deliverables and timelines are respected.
- Recognized, analyzed and effectively solved problems in a timely and organized manner using industry best practices and procedures.
- Communicated technical concepts to non-technical people.
- Monitored and responded quickly to support requests via our ticketing system, phone calls, voicemails, emails, or chat.
- Ordered, provisioned, setup, and configured desktops, laptops, tablets, and applications as needed.
- Worked with vendors as required, while providing timely updates to stakeholders.
Experience
7-10 Years
Level
Management
Education
Bachelor's In Computer Science
Service Desk Engineer Resume
Headline : As a Service Desk Engineer, communicated effectively with customers, providing regular follow-up to address needs and resolve issues, guiding clients on leveraging technology for business goals, collaborated with cross-functional teams to address technological challenges and implement innovative solutions across departments.
Skills : Documentation, Teamwork, Strong collaboration skills.
Description :
- Reviewed plans and specifications to generate proposals.
- Prepared submittals per the customer/spec requirements.
- Performed design calculations and prepare equipment or parts selection.
- Analyzed boiler system parameters to design for system optimization and/or requirements.
- Generated specifications for equipment selected.
- Generated proposals for outside sales review prior to going to the customer.
- Placed orders with vendors on equipment sold with assistance from the Engineering group.
Experience
5-7 Years
Level
Executive
Education
Bachelor's In Computer Science
Service Desk Engineer Resume
Headline : As a Service Desk Engineer, demonstrated technical proficiency in navigating and troubleshooting various Windows operating systems to ensure smooth operations and prompt issue resolution.
Skills : IT Support and Troubleshooting, Incident and Problem Management.
Description :
- Handled stressful interactions with empathy, patience, and a focus on resolution.
- Led the analysis of client digitalization needs with sales and pre-sales teams (OB France) and propose the integration of appropriate digital and automated solutions, particularly on the Enterprise Customer Space and Service Space in direct relation with different Product Owners, Business Owners, API TRIO DIGITAL (Product Owner on the Marketing and Products side, API Business Analyst on the CTIO side, and API Process Owner on the Orange Business Operations side).
- Led the implementation and deployment of our digital solutions and portals.
- Supported clients remotely and operational and commercial actors for better understanding and mastering of digital solutions.
- Managed cross-functional internal project teams (Process, Business, API Marketing, Customer Advisors, Sales Administration Managers, Customer Serviced Managers, Production, Digital) in front of our client teams.
- Provided regular reporting of actions and ensure the smooth execution of projects in their entirety with internal and/or external clients.
- Used dashboards to monitor activities and client project loads.
Experience
5-7 Years
Level
Executive
Education
Bachelor's In Computer Science
Service Desk Engineer Resume
Summary : As a Service Desk Engineer, configured DHCP reservations for network resources, ensuring efficient network resource allocation and connectivity, led and supported assigned IT initiatives and projects, contributing to service delivery effectiveness and organizational growth.
Skills : User Account Management, Customer Service Excellence.
Description :
- Organized and maintain relevant documentation (knowledge base, warranties, contracts) related to i3 Verticals' systems.
- Assisted with other technical issues as needed.
- Maintained excellent communication with all end users and other members of the technology department.
- Provided direct technical support to HC3 clients and employees.
- Helped minimize downtime and the impact of IT disruptions for end users by effectively troubleshooting reported issues and proactively maintaining underlying systems.
- Understood the importance of clear communication and effective collaboration to ensure end users' needs are met.
- Installed, assessed, troubleshooted, maintained, and upgraded IT equipment for end users, including computers, copiers, printers, and scanners so that they perform optimally.
Experience
7-10 Years
Level
Management
Education
Bachelor's In Computer Science
Service Desk Engineer Resume
Summary : As a Service Desk Engineer, collaborated closely with network engineering teams to plan and implement field solutions, ensuring seamless integration and functionality, troubleshooted network connectivity issues, utilizing foundational TCP/IP networking principles to identify and resolve common problems efficiently.
Skills : ITIL Best Practices, Remote Support Tools (TeamViewer, AnyDesk).
Description :
- Updated service tickets with troubleshooting and resolution steps in a timely manner to keep end users informed.
- Created end user self-help documentation to help users perform common IT tasks or troubleshoot IT problems on their own.
- Provided effective IT onboarding for new employees to include provisioning all necessary systems access and computer hardware.
- Managed user access to systems, including adding, changing, and removing access as needed.
- Performed proactive maintenance of computer networks, hardware, software, and other equipment at regular intervals to ensure optimal performance and security.
- Communicated effectively with non-IT employees and teams to ensure end users have the information they need to interact successfully with IT systems and the Service Desk.
- Understood of technology systems, both hardware and software.
Experience
7-10 Years
Level
Management
Education
Bachelor's In Computer Science
Service Desk Engineer Resume
Headline : As a Service Desk Engineer, deployed and administered Microsoft Office applications including Microsoft 365 and SharePoint, contributing to optimized user experiences and efficient workflows, designed, built, and maintained domain workstation images, establishing and documenting application deployment standards using tools like Microsoft MDT or Ghost.
Skills : Hardware and Software Installation, Network Configuration and Support.
Description :
- Communicated clearly, effectively, and promptly with end users and provide excellent customer service.
- Assessed problems in a timely manner, come up with creative solutions, and make informed decisions to resolve them quickly.
- Managed multiple tasks, prioritize effectively, and meet deadlines.
- Worked effectively with coworkers and be a positive, collaborative team member.
- Adapted to changing technologies and systems and changing business requirements.
- Proactively researched to resolve IT issues, frequently search the company intranet to find or improve existing information, and seek to learn and grow in the IT field.
- Listened actively, provide clear explanations, and write concise professional ticket updates, emails, reports, end user instructions, and continuity documentation.
Experience
5-7 Years
Level
Executive
Education
Bachelor's In Computer Science
