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Candidate Info
years in workforce
months at this job
Associate of Science
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
years in workforce
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
years in workforce
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
years in workforce
years at this job
High School Diploma
Arts
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
years in workforce
months at this job
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
year in workforce
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
years in workforce
months at this job
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
years in workforce
years at this job
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
years in workforce
months at this job
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
years in workforce
years at this job
High School Diploma
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
years in workforce
months at this job
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
years in workforce
years at this job
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
years in workforce
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
years in workforce
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
years in workforce
years at this job
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
years in workforce
years at this job
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