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Help Desk Specialist Resume Samples
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6-10 years of experience
Provide technical support for diverse users nationally and internationally
- Diagnosed, troubleshot and resolved a wide range of software, hardware and network issues
- Handled an average of 30 calls per day and prioritized and escalated issues where required
- Installed, configured and modified hardware and software to ensure optimal performance
- Monitored, logged and tracked all phases of help desk support
- Perform set up of wireless internet services for new customers
- Provide customer service support to internet and network users
6-10 years of experience
Responsible for ensuring quality customer support for over 800 users via phone and e-mail, and determined
appropriate troubleshooting procedures and remedial actions.
- Created documentation of policies and procedures for various daily account and systems management tasks and user training.
- Performed End-user and IT Staff training on in-house and third-party applications.
- Planned and coordinated hardware rollout based on user needs and determined requirements and site
- Coordinated and managed work being done by consultants in providing network support services.
0-5 years of experience
Provided Tier I contact and incident resolution to customers with hardware, software, and application issues.
- Supported data transfer across multiple secure networks.
- Planned and supported Emergency Action Planning activities for multiple scenarios.
- Monitored and troubleshot multiple complex networks according to established Standard Operating Procedures.
6-10 years of experience
Installed, maintained and supported desktop computer hardware and software.
- Recommended systems modifications to reduce user problems.
- Supported and troubleshot user requests.
- Interacted with other IS groups to restore service and/or identify and correct core problems.
- Responsible for managing or participating in special projects as assigned.
- Created and maintained Information Services documentation as required.
- Followed and improved Information Services area processes.
0-5 years of experience
- Answered tech support hotline to assist users with variety of technical problems within 10 offices across the state of Wisconsin
- Performed hardware/software installations, upgrades, repairs, and maintenance
- Created and managed end user accounts using Active Directory
- Produced and managed email accounts using MS Exchange
- Handled purchasing new hardware for users when needed
- Aided in Citrix support for users
6-10 years of experience
Provided both help desk and laptop support for Dell, IBM and other systems.
- Answered incoming calls, determined user needs and provided appropriate solutions.
- Interfaced with vendors for technical support and fixes.
- Completed memory and card installation, reconfigured systems, replaced defective hard drives as needed with new drives with approved image.
- Maintained detailed inventory reports; issued and retrieved laptop computers.
- Supported the Health Service Management Program by managing the laptop asset inventory.
- Scheduled the issuances of laptop systems according to data in Access database and notified coordinators of itinerant staff schedule for pick-up.
- Entered and verified data into Access database, inventory of 1600 systems.
- Obtained proper signatures on Loaned Equipment List, Loaned Agreement, Electronic Signature form and Returned Equipment Receipt forms.
- Assisted with laptop training.
0-5 years of experience
Provided phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and enterprise applications.
- Served as the initial point of contact for troubleshooting hardware/software PC and printer issues
- Assisted tier II with software rollout and upgrades.
- Set up new employee equipment and trained end users on enterprise applications.
0-5 years of experience
Troubleshoot user support calls from local and remote offices.
- Created computer image and managed the deployment of new hardware.
- Deployed and manage Microsoft Systems Center Configuration Manager
- Administer Summation Enterprise Litigation Support software
- Help manage and maintain Microsoft Windows Active Directory
0-5 years of experience
- Provided Tier II technical phone and desktop support for Windows workstations.
- Assist application users by providing prompt responses, training one-on-one and in groups, and in reactive and proactive problem solving.
- Provided support for both Office 2003 and 2007 platforms
- Responsible for checkouts and returns of loaner pool.
- Created, and updated training presentations and user manuals
- Works cooperatively with key team members, clients and vendors
- Daily tasks include creating, closing and updating troubleshooting tickets
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