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Help Desk Resume Samples
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Candidate Info
years in workforce
years at this job
Computer Technology
Help Desk Technician
Deliver product installation technical support via phone, email, and web to 10 to 15 clients daily. Install and configure computers, telephones, VoIP, and peripherals in client locations. Perform troubleshooting on computer hardware, printers, software, and IP networks. Complete basic installations such as pulling cable and mounting devices. Schedule customer appointments. Train customers to configure and install computer programs and hardware.
- Demonstrated technical aptitude and problem solving skills by removing computer virus without reformatting entire hard drive.
- Recognized by superiors for exceptional work and diligence. Dedicated team member, resolved computer issues and repaired problems during off-hours and at home.
- Improved client computer functionality and speed by installing virus programs and running optimization programs, which boosted client satisfaction.
Candidate Info
years in workforce
year at this job
Science
Science
IT Tier 1 Help Desk
Provided first call resolution for Windows 7 software and hardware for over 2,000 county employees.
- Assisted with server and network outages and deployed broadcast information to users as per the CIO.
- Utilized a ticketing BOSS ticketing system to record and track user incidences while relaying information to Tier II staff and Network Administrators.
- Installed and configured anti-virus software and educated user's on cyber security as directed by CIO.
- Assisted with risk with risk mitigation.
- Supported Wi-Fi and LAN configurations.
- Provided excellent customer service in a fast and friendly matter to aggressive or upset users.
Candidate Info
years in workforce
years at this job
Information Management And Systems
Help Desk Technician
Responsible for Tier I and Tier II diagnosis and resolution of hardware, software, and virus-related issues for students, faculty, and staff throughout the university
- Provided remote technical support via Internet, telephone, and Email
- Managed student and faculty accounts through Active Directory
- Partnered with Tier III peers to resolve issues requiring escalation
- Documented over 6,500 support interactions in detailed tickets, resolving 54% upon first- interaction; diligently followed-up to ensure swift and accurate resolution
- Designed and maintained PC and iPad images for student loaner program
- Assisted in campus-wide technology inventory and disposal projects
- Trained new employees on technical and organizational procedures
- Researched and developed knowledge-based articles, increasing first-interaction
Candidate Info
years in workforce
months at this job
Business Management
Systems Support Representative/ Help Desk
Implemented a funds wiring system at an enterprise level enabling the company to monitor any fraudulent activity within the corporation.
- Key employee selected to intercept illegal banking activities world-wide, notifying customers of many nationalities regarding risks of fraud and provide steps to inhibit any additional activities on major accounts.
- Assisted branch personnel and online banking clients within a help-desk type environment for systems support of various applications.
- Provided localized help desk support to internet clients for Community Trust Bank enabling frequent users immediate troubleshooting support for uploading deposits and file transactions.
- First tier trainer managing business support for Human Resources on Business Banking applications to allow specialized service in the industry assisting in technical/applications.
- Streamlined various systems in a smaller banking institution to maximize enterprise profits by implementing the "Enterprise Funds Wiring System" to process transactions to other financial institutions.
- Performed active directory password resets and general computer applications troubleshooting for branch banking representatives.
Candidate Info
years in workforce
year at this job
Law Enforcement
Criminal Justice
Personal Banking Support Analyst / Help Desk
Provided technical support via the telephone, email, and remote desktop/laptop to branch and banking personnel who experienced hardware and software problems using technical support documentation, remote management tools, and Instruction
- Reset employee passwords and increased / decreased employee security levels
- Served as immediate contact for banking personnel to familiarize them with banking policies and procedures
- Configured Outlook for users on the network
- Educated internal customers on the use of banking software internal and external
- Logged Trouble ticket and Solutions in Remedy
Candidate Info
years in workforce
months at this job
Certificate
Help Desk Analyst
Managed It personal within the IT Department and also met the clients needs.
- Assisted with assigning IP Addresses and re-imaging PCs, Laptops, and all other types of equipment
- Configured and set up workstations and laptops in accordance with the company's policy
- Maintained Active Directory, created and deleted user accounts, and assigned different rights to users and groups within Windows 7
- Configured Windows 2003 and 2008 servers
- Created the Active Directory structure and mapped connections to printers and other peripheral devices
- Created static IP addresses to specific computers and maintained records of all machines going to different users
- Monitored 5 different servers that the company acquired. Provided support to mobile device users
Candidate Info
years in workforce
years at this job
Cyber Intelligence
Communication
Help Desk
Provided technical support to military officers
- Analyzed and provided troubleshooting on software and hardware issues
- Resolved issues pertaining to computer workstation and network configuration.
- Respond to a variety of queries pertinent to software, email configurations, computer-related questions, etc.
- Served as onsite information technology liaison.
- Installed operating system, software, antiviruses and patches.
- Documented and maintained I.T. processes
Candidate Info
years in workforce
years at this job
Databases
Senior Help Desk Specialist
Provided helpdesk support for 150 proprietary applications and 8,000 team members using skill-based routing, Citrix applications, and Remedy software.
- Provided on-site support in branch locations during transition to standard Siemens operating systems, expediting issue resolution to ensure successful project outcomes.
- Composed and maintained technical documentation to expand knowledge base and provide resources for product support.
- Conducted troubleshooting for installation of hardware/software, desktops, docking stations, laptops, VPN configuration, modems and NIC cards to enhance network connectivity and minimize down time.
- Collaborated with developers to plan and implement software releases, effectively communicating changes and providing expanded customer support to improve satisfaction survey results by 56%.
Candidate Info
years in workforce
years at this job
Computer Information Systems Science
Senior Help Desk Technician
Installed and configured workstations utilizing Novell Netware 5.0 and Windows 2000 operating systems
- Installed computer application software such as Office 2000 and database applications
- Provided computer hardware and software help desk support for over 2000 users
- Managed a team of seven as Project Lead for new hire laptop deployment and asset management program
- Provided Lotus Notes 5.0 support for end users and resolved networking issues
- Managed multiple open calls using the Remedy help-desk software and assigned tickets to technicians
Candidate Info
years in workforce
months at this job
Psychology
Psychology & Criminal Justice
Help Desk Consultant
Evaluated complex data with computer systems to find inefficiencies, analyze weaknesses or security threats
- Examined new and innovative solutions to problems
- Analyzed data while listening and speaking directly to clients to construct written recommendations and resolutions.
- Collaborated with a large team of consultants and company liaisons
- Presented results and recommendations to contracted company and management
Candidate Info
years in workforce
years at this job
Mass Communications
Lit Support Help Desk - Senior Application Support Specialist
Founding member of the specialized (advanced support) Help Desk created for the Litigation Practice Group.
- Created various "How To" instructional documents for colleagues and users and contributed to central Knowledge Base.
- Developed follow-up/follow-through procedures for user requests/issues.
- Performed extensive QA on all Legal Technology Applications.
- Executed large data loads (CDs, DVDs and HDs) internally and remotely to/from vendors.
- Created, assigned, and removed users and cases as needed from various applications.
- Provided after-hours coverage via BlackBerry.
- Created/maintained various statistical/matrix reports on a weekly/monthly/yearly basis.
Candidate Info
years in workforce
years at this job
Tier 2 Help Desk Support
Provided personable and professional Tier 2 Help Desk support to end users on (web Based) software programs. Has great patience and is extremely savy with end users utalizing quick 1st contact resolution via the phone and email.
- Provided support utilizing Proprietary software and trouble shooting tools.
- Proactively stayed up-to-date with all the latest technologies concerning the products of [company name]'s technologies.
- Recognized and escalated difficult technical/business issues within the organization.
- Worked with support and/or product development personnel to troubleshoot and work around product issues.
- Answered detailed technical, informational and professional questions, working with user configurations, and performing intermediate troubleshooting on Tier 1, Tier 2 levels of assistance.
- Priortized, organized and documented customer incoming ticketing system workload.
- Interacted within varies issues while listening, comprehending, and comunicating quick resolutions.
Candidate Info
years in workforce
year at this job
Computer Information Systems
Customer Service Representative/help Desk Assistant
Analyzed and corrected taxpayer's return information.
- Provided records management services.
- Effectively communicated escalations to proper team. Documented all encounters with clients thoroughly. Followed up with clients on special projects. Worked with team to assist as needed.
- Resolved level 1 and 2 support calls.
- Elevated complex and/or high priority problems to the appropriate support groups for resolution.
Candidate Info
years in workforce
months at this job
Associate of Science
Information & Technology
SAP Help Desk
Provided first-level support for users with implement related problems
- Researched client problems and provided accurate documentation in a timely and effective manner
- Consulted, escalated, removed and updated vehicles status
- Centralized products to match the location of T-Codes
- Maintained and supported customer requirements
- Incident investigated to customer ticket issue
- Provided coverage for team accounts
Candidate Info
years in workforce
months at this job
High School Diploma
IT Help Desk Analyst
Assisted end users, over the phone and in person, with all IT needs.
- Managed ticketing system where all IT requests are tracked and assigned tickets to appropriate support team.
- Provided iPhone Support to all end users.
- Assisted in Domain migration and Office 365 migration
- Prepared and imaged new hardware for deployment.
Candidate Info
years in workforce
months at this job
Design And Administration
Management Information Systems, Accounting & Info Systems
Help Desk Technician
Possessed 2 years of experience with PC support including deployment of Windows 7
- Provided desktop support for over 100 users by phone or in person as needed to minimize downtime
- Skilled in computer troubleshooting, Microsoft OS (Windows XP, Windows 7)
- Reset users account and password using Active Directory Users and Computers
- Highly skilled in responding to tickets generated by users in a timely manner
- Helped users with all system capabilities including: office programs, scanning, printing and file recovery
Candidate Info
years in workforce
year at this job
Computer Information Systems
Help Desk Specialist
Responsible for providing technical assistance and support related to computer systems, hardware, or software.
- Responded to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
- Diagnosed network problems involving a combination of hardware, software, power and communications issues.
- Supported customers having data connectivity issues.
- Managed team of two desktop technicians.
- Created new account, reset passwords and configured access for users.
- Provide technical assistance and support for incoming queries and issues related to approximately 330 faculty, staff, and lab computer systems, software, hardware, and peripherals.
- Respond to queries either in person, over the phone, or email messages for customers seeking help.
Candidate Info
years in workforce
year at this job
Business Administration
Help Desk Associate
Provided Tier I support to United States Coast Guard medical personnel in resolving minor issues such as username and password issues.
- Evaluated software problems with USCG's PGUI and CHCS programs and determined if issue required Tier II or Tier III support.
- Processed submission forms to Tier II in order to create user accounts or modify current user accounts.
- Created reports and distributed to Team Leader, Tier II and Tier III teams containing weekly ticket counts and clinic visits.
Candidate Info
years in workforce
years at this job
Computer Networks Engineering Technologist
Help Desk Specialist
- Acted as primary point of contact for technical issues, supporting Windows 7, VM Ware, VPN, proprietary health care software solutions for insurance representatives and medical professionals in a company of 700 employees.
- Identified and created process for installing dual monitor setups, saving the company $18,000 in unnecessary computer upgrades and thousands in employee downtime for installation.
- Frequently exceeded expectations, maintaining the lowest number of outstanding tickets in the department.
Candidate Info
years in workforce
months at this job
Peoplesoft
Bilingual Help Desk Service Representative
Provided Help Desk support on Printers, Fax, Scanners and resolved problems over the Phone.
- Provided polite and Professional customer service in fast paced call center environment.
- Answered and made approximately 200 inbound/outbound calls on daily basis.
- Strived to maintain customer satisfaction and responded to customers questions and concerns
- Performed diagnostics and Troubleshooting of Cameras as EOS DSLR and Powershots
Candidate Info
years in workforce
years at this job
Management Training
Help Desk Manager
Hired, trained, and managed 27 tier 1 and tier 2 analysts supporting point of sale for 3000 stores on a 24/7 schedule, as well as managed a remote desk with a staff of 4 analysts. Implemented new processes to support Best Practices, maintained and updated department polices, managed projects and supported rollouts and upgrades of both hardware and software to retail locations
- Developed and implemented Service Level Agreements (SLA) and Total Call Ownership (TCO) for IT support, effectively increasing the level of service provided to the customer.
- Implemented a structured program for new hire orientation and job training increasing first call resolution and reducing abandonment rate from 16% to 5%.
- Managed the selection of a new onsite point of sale service provider increasing level of service while reducing the cost of maintaining point of sale (POS) equipment by 50%.
- Measured customer satisfaction by implementing Customer Surveys using results to reward and coach associates.
- Built customer service skills through implementing call monitoring and coaching.
- Built trust, fostered communication, and marketed the Help Desk by representing the department in Franchisee and Operations committee meetings.
- Managed project to upgrade call tracking system in the Help Desk allowing for implementation of service level agreements.
- Managed implementation of call tracking system into the Accounts Payable Department improving efficiency within the department.
- Managed transition of support for a different point of sale platform for over 2000 restaurants from east coast team to the west coast team.
- Managed support for roll out of NT upgrade for point of sale (POS) and back office (BOS), and installation of stand alone ATMs for 900 restaurants.
Candidate Info
years in workforce
years at this job
Computer Engineering Technology
Design
Help Desk Support
Troubleshot system accounts, wireless networks, Windows operating system
- Utilized AR Remedy ticketing system and Cisco IP phones for user support
- Helped integrate and perform maintenance on Microsoft Lync software, AR Remedy System.
- Developed communication and organizational skills through team building activities (problem resolution, researching new technologies)
- Utilized Live Chat for customer support via instant messaging
- Supported software such as Windows VPN, SPSS, EndNote, and MatLab
- Performed maintenance for printers around campus
- Increased overall productivity of organization by 15% as laptop technician and software specialist
Candidate Info
years in workforce
months at this job
Associate of Science
Management / Computer Information Systems
Help Desk Support
Operated as service point-of-contact for help-desk, helping to diagnose, troubleshoot, and resolve approximately 40 tickets per day.
- Assisted in programming operating system for Windows 2000, XP, Windows 7, 8 for 35 workstations.
- Provide daily technical support for e-mail, network, connectivity, telecommunications, peripheral equipment, and system maintenance. Set up computers and install software.
- Proven ability to diagnose, troubleshoot, and resolve technical problems.
- Quick learner with strong working knowledge of software, hardware, networking, operating systems, and security applications
- Outstanding communication skills; developed a background of working well with students and co-workers in one-on-one and group settings.
- Performed duties of asset and configuration management systems
- Demonstrated ability to effectively prioritize & execute tasks while under pressure.
Candidate Info
years in workforce
years at this job
Bachelor of Science
Help Desk/customer Service
- Provided superior and quality customer service
- Referred products and services to customers through needs identification; maximizing profitable relationships while meeting daily goals
- Developed and maintained a vendor price list to compare and track automatic price increase
- Performed technical resolution procedures on software applications
- Installed and configured peripherals, components and drivers
Candidate Info
years in workforce
months at this job
Business Administration
Computer Information Systems
Finance
Help Desk Analyst
Excellent troubleshooting skills. Trained on all systems relevant to Healthport Associates and clients. Effectively communicated escalations to proper team. Documented all encounters with clients thoroughly. Followed up with clients on special projects. Worked with team to assist as needed.
- Effectively, professionally, and respectfully represented Information Technology staff members, teams, and their services to HealthPort field users and external customers.
- Provided support for all Information Technology products and services. Support included answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, did troubleshooting on printer issues and worked with external IT departments to install proprietary software.
- Determined the most effective manner to resolve user's technical issue. Engaged in research and in-depth troubleshooting to resolve technical issues. Consulted with senior staff when necessary.
- Recorded required customer and problem information in the LANDesk Call Ticket System. Updated tickets with appropriate journal entries of activities, and resolved tickets with well documented resolution entered upon completion of the job.
- Resolved Level 1 and 2 support calls. Elevated complex and/or high priority problems to the appropriate support groups for resolution.
- Verified that suggested solutions effectively resolve the users' problems through verbal or email follow up.
- Worked on Help Desk related projects as assigned by supervisor
Candidate Info
years in workforce
year at this job
Electrical Engineering
Help Desk Analyst
Managed sub-contractor visits to customer sites.
- Assisted in invoicing and other billing activities.
- Provided tier 1 customer support and escalated to proper personnel.
- Created and managed tickets for customer support.
Candidate Info
years in workforce
months at this job
High School Diploma
Associate of Applied Science
Help Desk Technician
Provided computer help desk support via telephone communications with end-users.
- Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
- Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support
- Experienced with Remedy trouble ticketing System
- Create, update, monitor and assign Remedy tickets
Candidate Info
years in workforce
months at this job
Certificate
Computer Information Systems
Help Desk Analyst
Supported ServiceMaster's clients as a Level 1 Agent
- Performed minor configurations for systems access
- Quickly access the caller's issue for prompt resolution
- Assisted with various password resets; network, AS400 systems
- Instructed how to modify passwords with correct specifications
- Directed user to gain access to Outlook 2013, Web Mail, IPhone 5s and IPad
- Communicated effectively for callers needing quick and proper resolution
- Efficient use of ticketing system on current Remedy web client
Candidate Info
years in workforce
years at this job
Information Systems And Operations Management
OD, PA - HELP DESK TECHNICIAN
Answers technical calls for support from ECC users throughout 30 of the NC ECC locations
- Helped to manage ongoing project of voice/data install with Time Warner Cable
- Managed upgrade of each location's Optos stations to Windows 7 as well as the upgrade of user workstations to Windows 7
- Managed patient/global portal for new MVE software upgrade
- Kept tabs on inventory in and out of the office - shipped required materials to locations as needed
- Assist with troubleshooting of several hardware devices such as POS terminals, workstations, printers, scanners, and phone systems
- Contact outside ISP as needed to go out to locations for further troubleshooting of network devices as needed
Candidate Info
years in workforce
months at this job
Information Technology
Help Desk Support Agent
Supported at Tier/2 Tier/3 systems, network, telecommunications hardware/software, PC workstations, intranet and internet.
- Implemented various phases of computer workstation operations including evaluation, documentation, installation, testing, distribution, training, performance, monitoring and maintenance.
- Troubleshooting and resolving customer problems relative to supported technologies and systems.
- Training and mentoring new employees.
Candidate Info
years in workforce
months at this job
Computer Science
Help Desk Call Specialist
Provided Premium Technical Support (level three) support to [company name] end-users on a variety of software, network, and member wireless issues. Identified, researched, and solved software and network problems effectively.
- Performed installation of gaming consoles, WII, Xbox, and PS3 to wireless devices.
- Resolved Malware / Virus issues using Screen Sharing program (Bomgar).
- Software Utilized in Job Responsibility: Windows (98, ME, NT, XP, Vista, 7), Microsoft Office Suite (Word, Outlook, Excel, Access, FrontPage), Bombar, NetSuite Ticketing, Westell, Netgear, Linksys router / Modems.
Candidate Info
years in workforce
years at this job
Information Technology
Help Desk Specialist
Provide local and remote desktop support.
- Planned and managed the upgrade of workstation to windows 2000 and MS office suites.
- Established formal lines of communication for project teams, including papers and messaging boards.
- Minor experience in executing system tape backup and backup management on all Windows systems.
- Experience in a 24X7 support as needed, based on a limited system downtime during internal or external outage or peak periods.
- Identified, isolate and repair computer equipment that are showing wear and tear as well as doing preventive maintenance routine work.
- Implemented new software's and upgraded existing software on windows server on individual workstations.
- Constant communication with various IT personals for ticket assignments and other technical issues.
Candidate Info
years in workforce
year at this job
Network System Administration
Project Management
IT Help Desk Support
Answered Help Desk incoming calls; provide first line response for users requiring assistance with information technology issues and problems.
- Escalated more involved problems to the appropriate tier level support teams; act as a liaison between customers and technical escalation teams and conduct follow up as appropriate
- Interacted with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems with Tier 2 support.
- Assessed the nature of technical issues to determine appropriate actions via desk-side or remote assistance.
- Operating system and application installation/configuration
Candidate Info
months in workforce
months at this job
Management And Telecommunications
Network Administrator/help Desk/it Technician
Design, implemented and install a complete network topology which incorporated the use of servers and network.
- Connected and maintained networking devices e.g. printers, scanners, and backup drives to reduce unnecessary personal equipment.
- Group policies and administrative rights to protect data and restriction of inkjet printers, flash drives, and unauthorized computers on network.
- Created scripts for power management to conserve energy during off-peak hours of business.
- Utilized File Management software to reduce office supply costs and become more eco-friendly.
- Install POS system to handle checks, debit/credit card payments electronically.
- Setup Windows Server 2003 network and Windows XP on workstations for file sharing and centralized data storage.
- Keeping all systems up-to-date which involved diagnostics of hardware and software problems and troubleshooting.
Candidate Info
years in workforce
years at this job
Technical Management
Information Systems Management
Help Desk Analyst
Lead company-wide hardware update project replacing over 150 desktop and laptop machines
- Spearheaded project to purchase new commercial label printer and dispenser for manufacturing facility
- Lead implementation of Microsoft Office 2010 and Windows 7 update for over 150 workstations
- Implemented electronic waste recycling plan with local vendor
- Provided valuable input for needed technological changes as a member of the Steering Committee
- Assisted with corporate office move initiative project relocating 300+ laptop and desktop machines to new corporate office location
- Ordered equipment and parts from multiple vendors and maintained inventory of computer equipment using Microsoft Access software
- Maintained maintenance contracts and inventory of company printers and Motorola scan guns
- Provided multiple level help desk support to local and remote users including high level executives
- Configured mobile devices for new users and provided technical assistance when needed
Candidate Info
years in workforce
months at this job
Marketing
Contract Help Desk Tech
Provided first-level technical support for global IT infrastructure supporting 70,000+ employees throughout the U.S. and overseas
- As a Global Support Center Analyst, I was responsible for end user support for various company systems (500+). I used remote control technology tools to adequately troubleshoot and resolve users' issues. If an escalation was required, I ensured the issue was routed to the individuals that would resolve the issue most promptly
- In addition to user support, I also mentored and trained new hires, introducing them to the culture and procedures of the Global Support Center
- Took 40 calls per day
- 90% of the time spent doing telephone support
- 100 people on the Global Support Center Team
Candidate Info
years in workforce
years at this job
Order Entry Specialist/client Help Desk
Responsible for accurate and timely entry of client data in multiple systems including Oracle Financials and four other proprietary software programs.
- Maintained new product information in Oracle Financials including the creation of new items and updating customer pricing and billing information.
- Provided second tier customer support to merchants, which includes customer escalation resolution, technical trouble shooting on point of sale activation terminals, cash register systems, and fraud prevention and control.
- Responsible for processing large fulfillment orders through manual data entry and file uploads.
- Responsible for creating and processing activations for inventory in excess of $100, 000.
Candidate Info
years in workforce
year at this job
Computer Science
It/help Desk Support
Provided How-To support for MS Office, MS Word, MS Excel and Quicken 2010
- Created support trouble ticket in ticketing system to track related issue and recognize when to direct customer to second level specialized support.
- Followed and supported workforce management, service management and incident handling procedures to resolve client issues.
- Created Knowledge Base documents.
- Educated customer on how to avoid future related problems and may serve as customers contact for status and reoccurrence of problem resolution.
- Understood and supported the vision and strategy of the department to meet the objectives of the company.
Candidate Info
years in workforce
year at this job
High School Diploma
Associate of Science
Bachelor of Arts
Information Technology (it) Help Desk/desktop Support
Provide everyday troubleshoots usage for MS Windows XP, Windows 7, HP Net Work and Local printers, Apple iOS handheld devices (iPhones/iPads), and BlackBerry Smart Phones.
- Updating, escalating, and closing any/all issues regarding end user computing functionality or interruption/outages in the infrastructure on site.
- Using Service Now ticketing system, give sufficient and detailed information regarding pre-existing tickets, or high priority issues as well.
- Able to identify, isolate and repair computer equipment indicating any and all wear, and tear as well as maintenance performances.
- Acted as the liaison for our 1st line of communication between end users and system, malfunctions, repairs, or updates.
- Provide excellent customer service and resolutions within short timeframes, for end users via face-to-face, telephone, or remote sessions using the following applications Bombgar.com/Dameware.com
Candidate Info
years in workforce
months at this job
International Studies
Political Science
Help Desk Support
Create, update, and close over 200 tickets weekly for cases using Salesforce; a web-based cloud computing software.
- Bilingual language interpreter for Korean speaking patrons; providing language support as needed.
- Create and reset username and password for combinations for proprietary Metro and Transit Authority Websites.
- Provide tier 1 website troubleshooting assistance for hundreds of patrons using Metro's proprietary websites.
- Escalate cases to tier 2 help desk and fulfillment departments for research and case completion.
- Initiate and complete independent research of financial transactions using administrator access in WMATA customer database website.
- Fulfill dozens of credit card refund requests; dispense failure requests, and relocation refund requests on a regular basis.
Candidate Info
year in workforce
months at this job
Information Technology Training
Information Technology And English
Service Desk, Help Desk Intern
Organizing over 100 supplies daily to keep the companies equipment coordinated; Meeting expectations of service inventory.
- Updating over 20 computers daily by imaging, configuring and installing updates; completing several tasks within an hour or less.
- Using Active Directory users and computers assuring everything is accurate and up to date.
- Creating laptops for new hire employees assuring they have the companies latest software; Setting up work stations for new hire employees, assuring they have functioning desktop equipment.
- Organizing meetings; Plan conferences and phone calls.
- Conference room checks; guaranteeing everything is in order and working properly for the next usage.
- Closing over 20 tickets a day with active company users over the phone and in person
Candidate Info
years in workforce
years at this job
Business Administration
Master of Arts
IT Help Desk Administrator
Provide tier-1 support for a VMware environment including 125 users, 30 servers, and seven locations
- Setup new users, modify existing users' access, and remove terminated users
- Open, maintain, escalate, and resolve tickets with all internal users
- Collaborate with the IT manager and other senior managers with IT projects, plans, and budgets
- Compose and revise documentation of department policies and procedures
- Assist the systems administrator with IT projects, including Windows migrations, server migrations, and software deployments
Candidate Info
years in workforce
years at this job
Help Desk Technician, Tier II
Workstation administrator: Maintain current images and inventory for 850+ computers
- Antivirus administration - Configuration, deployment, and monitoring
- LANDesk Systems and Security Management Administration: Patch management, software deployment, etc.
- Provide technical knowledge and assistance to Tier I Help Desk technicians
- Provide assistance in I.T. related projects and Microsoft True-Ups
- Provide off-hour/weekend on-call support once every 8 weeks with occasional field visits
Candidate Info
years in workforce
year at this job
Technology
Help Desk Technician I
Troubleshoot software/hardware in-store terminals and servers remotely with Perigrine
- Assist techs on-site with wiring, connections and other networking issues
- Took up to 40-50 calls a day on the emergency line, supporting over 200 stores
- Write, update, resolve tickets through software ServiceNow
- Resolve in-store network connection issues when stores went offline
- Assist store with setting up new or replacement parts in-store
Candidate Info
years in workforce
months at this job
Information Systems And Technology
Help Desk Assistant
Troubleshooting and resolving hardware, software, printers, phones, etc. problems
- Making a cat 5 or cat 6 patch cable
- Determining where connections go between a patch panel and a switch or router to resolve connectivity issues
- Setup new computers, laptops, tough books, iPhones, and basic cell phones for users
- Set up printers to have a static IP and connect users to it through the network
- Mapping users to network drives
- Updating and maintaining the city cable station and website
Candidate Info
years in workforce
months at this job
IT Help Desk Analyst
Provide telephone and in-person support to over 3000 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.
- Troubleshoot current systems and introduce new systems for smooth operations.
- Provide support for resetting passwords in Active Directory, AS/400, and other platforms.
- Provide technical support for users in IBM AS/400 interface, Cerner Healthcare Systems, Windows XP, and Windows 7 operating system.
- Install system critical updates, firewalls, virus software, and removal of Spyware/Malware.
- Provide support via remote control applications such as Dameware, VNC, Logmein, or Teamviewer.
Candidate Info
years in workforce
months at this job
Computer Science
Client Help Desk Analyst
First level support for internal end-user computing and password related issues.
- Hands on desktop support for hardware, peripherals and software issues.
- Initial point of contact for domestic and international customers.
- Account management using ITIM, ITAM, Active Directory, Extra! Attachmate and Arcot.
- Monitor the client portal in HP Service Manager 7 as well as the Help Desk inbox and assign tickets to appropriate teams.
- Maintain minimum call wait/hold times.
Candidate Info
years in workforce
months at this job
Information Technology-network Administration
Help Desk Support Specialist
Provided Tech support for 7,000+ Soldiers and Instructors on base. Via field tech, remote and high volume call center.
- Active Directory; adding students and instructors to the correct groups, password reset, unlocking and managing workstations.
- Imaging hundreds of MacBooks and iPads issued to the students and instructors using Jamf Software, dual booting to windows and MAC OS. Using Apple server to create and manage configuration files.
- Hardware repair; RAM, SATA cables, HD's, Chip sets and screens.
- High volume ticketing system using Grouplink eHelpdesk Enterprise software.
- Trained the users how to use their new machines, go over security policies and how to access their network files.
- Protected organizations value by keeping information confidential within the base.
Help Desk Resume Success Stories
