Help Desk Agent Resume Examples

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.

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

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

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

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

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

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.

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

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

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