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Candidate Info
7
years in workforce
2
months at this job
AS
Associate of Science
BS
Computer Information Systems
IT Help Desk Agent Tier 1
Provided over the phone tier 1 technical support for students, faculty, and other professional personnel at colleges calling the help desk line.
- Acted as the first point of contact for customer software application issues and problems reported to help desk via inbound phone call or email request.
- Provided troubleshooting and resolved hardware, software, and network issues.
- Logged and tracked calls using a web-based ticketing system.
- Researched, calmed and rapidly resolved client conflicts.
- Demonstrated consistent friendly, helpful attitude, empathy and patience while promptly resolving technical issues.
Candidate Info
9
years in workforce
6
years at this job
HELP DESK Agent-tier 1
- Effective at rapidly diagnosing problems and communicating resolutions to a wide range of issues from entry level computer tasking to internet connectivity failures
- Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills with novice users
- Efficient with both Windows and Mac operating systems and email clients.
- Provided detailed descriptions of calls with descriptive note taking - escalating to tier II to resolve advanced problems as needed
- Entry level experience with DHCP servers for authentication of equipment and recent connection logs
- Exceeds call-handling goals, closing on average 70% of calls per shift, with a 75% first-call resolution ratio
Candidate Info
19
years in workforce
10
years at this job
Help Desk Agent
- Responded to resolve Incident tickets and/or request Tasks via phone, email, web-mail, voicemail, and fax technologies.
- Logged and tracked all calls using ticket tracking system BMC Remedy.
- Leveraged support for domestic, and international clients projects including: Alliance Data Systems, Arrowpoint Capital, Isreal Chemicals Ltd., City of Carrollton TX, Government Health, and various municipalites redlight, and parking solutions.
- Communicated with various support groups to assure SLA's were being met.
- Escalating issues as needed and maintained communication with customer and Technical teams through resolution.
- Supported various software, desktops, and laptop systems
Candidate Info
6
years in workforce
2
years at this job
HS
High School Diploma
AS
Arts
BA
Arts
National Assist Protection Agency - Help Desk Agent
- Property preservation company which handled foreclosed properties through client work orders such as Ocwen Altisource and Wels Fargo
- Scheduled monthly meetings, data entry processed work orders and assisted contractors with orders
- Promoted to coordinator position as company liaison who arranged all orders before distribution and corresponded with the clients via email, and weekly meeting regarding preservation orders.
- Represented the company in a positive professional manner as face of the company when handling receptionist duties like answering multiline phone and assisting with face to face interviews.
- Promoted to coordinator to oversee properties managed by our client Altisource providing updates to the client covering over seven counties.
- Provide administrative support through emails, voicemails and 800 log requests while adhering to the company policies and procedures.
- Work face to face with vendors who maintain the properties to make sure not only are the clients expectations being meet, but the companies as well.
- Point of contact for standard operating contractor and vendors working in the field on foreclosed properties
- Maintain professionalism in a fast-paced environment
- Meet/exceed quantitative and qualitative goals
Candidate Info
5
years in workforce
7
months at this job
HS
High School Diploma
ITS Help Desk Agent
- Provide technical support for 200+ users and ensure proper maintenance of workstations, printers, and peripherals.
- Respond to user service requests and expediently resolve trouble tickets to maximize system uptime.
- Deploy new workstations and printers, installing operating systems, applications, and drivers, and configuring network properties and hardware.
- Support disaster recovery plans, performing regular backups and creating Ghost images of workstations prior to upgrades.
- Ensured quick resolution of user concerns and escalated more complicated support issues to senior helpdesk representatives and field service engineers.
- Installed applications and coordinated all hardware / software upgrades
Candidate Info
1
year in workforce
1
year at this job
Consultant/help Desk Agent
- Providing 100% phone support for desktop applications to internal/remote users using Novell 3.x/4.x, MS Windows 95, MS Office 97, Novell NetWare Admin for MS Windows 95/98 NT 5.1.3, McAfee Virus Scan 3.x, Lotus Notes 4.6, PC Anywhere 8.0, and Microsoft Internet Explorer 4.0
- Troubleshooting errors in any computer-related capacity
- Performing password resets, intruder lockouts, and modification of user accounts using Syscon and Pconsole for resetting printer queues
- Escalating calls to the LAN Administrator or application support personnel for their area
- Communicating with users to ensure satisfaction through skillful escalation and follow-up of problems
Candidate Info
15
years in workforce
5
months at this job
BS
Computer Science
Help Desk Agent
- Answering the helpdesk telephone line for requests from field staff.
- Through phone and email, responding to inquiries from field staff for their work on digital based assessments.
- Using the Zendesk ticketing system to organize and follow up with requests from clients through phone, chat, and email.
- Assisting field staff in online training and inquires about the workings of eNAEP, a tablet based assessment program to gather data for the National Assessment of Education Progress.
- Consulting a variety of issues from field staff, including tablet repair and troubleshooting, procedural questions, and troubleshooting printers and computer accessories.
Candidate Info
10
years in workforce
3
years at this job
AS
Associate of Science
Customer Care Help Desk Agent
Provide technical and operating system support to end users and install technicians
- Diagnose and resolve technical hardware issues
- Follow standard processes and procedures
- Offer alternative solutions when appropriate
- Stay current with system information, changes and updates
- Research required information using available resources
Candidate Info
3
years in workforce
8
months at this job
BA
Communications
Help Desk Agent
First responder to users of the Electronic Biomedical Research Applications Portal (eBRAP) database
- Troubleshoot user's technical problems
- Provide programmatic support with application process for the federal grant programs eBRAP supports
- Routine data entry, quality assurance checks, system and functionality testing
Candidate Info
8
years in workforce
2
years at this job
HS
High School Diploma
C
It Service Management
Computer Network Technician And Information Security
Help Desk Agent
- Ticket Claim Generation for Technical Support in South and Central America
- Ticket Claim Management generated through the [company name] web page.
- Assignment of field engineers and confirmation with them of availability and / or appointment confirmation.
- Parts Ordering generation for [company name] field engineers through telephone calls and / or emails.
- Responsible of Service Level Agreement reports
Candidate Info
2
years in workforce
4
months at this job
BA
Mass Communications
External User Services Technical Help Desk Agent
- Assist callers with technical issues in the system
- Maintain weekly and monthly performance goals set by company
- Provide friendly and efficient customer service
- Help navigate callers through systems
Candidate Info
7
years in workforce
2
years at this job
HS
High School Diploma
Business Administration
NYS Help Desk Agent
- Provider technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Reset customer passwords
- Redirect problems to correct resources
- Identify and escalate situations requiring urgent attention
- Stay current with system information, changes and updates
Candidate Info
11
years in workforce
10
months at this job
Help Desk Agent
- Answered incoming phone calls and emails providing basic IT Troubleshooting
- Password resets and account unlocks via Active Directory and other tools
- Created/modified user profiles in Active Directory
- Provided Bitlocker and PGP recovery keys
- Walked end users through first-level device troubleshooting (rebooting devices, checking cable connections, network connections, verifying correct installations, rebuilding email profiles, installing software
- Remoted into user's machines to provide administrator credentials for installing software/updating configuration settings
- Escalated issues not resolvable through basic IT support
- Made determinations as to the proper resolver group to send escalations
Candidate Info
6
years in workforce
1
year at this job
Research Help Desk Agent
- Providing resolution for escalated service tickets
- Working with clients to evaluate and solve technical problems
- Evaluating existing systems and/or user needs to analyze, design, recommend, and implement system changes
- Configuring and supporting internal and/or external networks
- Developing and maintaining all systems, applications, security and network configurations
- Troubleshooting network performance
- Recommending upgrades, patches, and new applications and equipment
Candidate Info
19
years in workforce
5
years at this job
BA
Criminal Justice / Crime Delinquency Ba
Law And Psychology
Pharmacy Help Desk Agent
- Assist with pharmacies around the globe on medical insurance accounts over the phone with pharmacists/technicians/medical assistants and doctors as well.
- Processed medical insurance claims for hospitals and long term care nursing facilities.
- Responsible for viewing the patients' medical account on their day supply/quantity of the medications the patients take/dates of their next refills/billing/payments of their medications.
Candidate Info
11
years in workforce
3
years at this job
AS
Computer Scence
Technical Help Desk Agent
- Resetting passwords.
- Troubleshooting Microsoft Office issues, internet browser issues, Java issues, and hardware issues.
- Assisting with submitting requests to resolver groups