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Career Objective:
Certified and experienced IT Help Desk Supporting professional seeking a challenging opportunity with an organization to provide exceptional service to clients, and resolve issues within time limit.
Summary of Skills:
- Comprehensive knowledge about PCs, laptops, printers, scanners, and other peripheral devices
- In-depth working knowledge of various operating systems and different applications such as anti-virus protection, diagnostic tools, and communication software
- Ability to diagnose, and PC workstation related problems on site as well as at remote location
- Capable of dealing with anxious or agitated clients by maintaining a clear, calm, and polite demeanor
- Ability to multi-task and work under pressure as well as deal with difficult technical issues
- Exceptional in problem-solving along with strong organizational, and communication skills
Work Experience:
IT Help Desk Support
U.S. Electrical Services, Inc.
Rochester, NY 14611
March 2016 – Present
- Managing accurate processing of incoming service requests in the section with team for both telephone and email to give timely solutions of customer problems
- Providing Help Desk support and ticket resolution service to all end-users on the USESI network
- Diagnosing networking problems, and recommending possible solutions
- Supporting and resolving all hardware and software issues related to the computer systems, wireless phones, printers, and other peripheral devices
- Evaluating, prioritizing, and resolving service requests for providing excellent customer service
- Supervising a team of 20+ Help desk professionals to solve remote network problems using diagnostic software
- Arranging for technician visit at client’s apartment for issues that cannot be handled over the call or mail
IT Help Desk Support Assistant
Merlin Global Services, Rochester, NY
August 2014 – February 2016
- Recorded calls with complicated technical issues, and provided answers to end-users to take first level corrective actions
- Performed installations, upgrades, and data migrations for 100+ computer workstations within the company at the time of new department setup
- Provided 1st and 2nd line support to the clients, customers via telephone or by using remote desktop tools
- Managed a team of 10 junior to provide first-level application, and end level support for all business applications
- Prioritized outstanding IT support calls, and scheduled them to the relevant IT support technicians for resolving complicated issues
- Provided appropriate advice and demonstrations for the use of software and hardware to the end user for operating systems that have been configured for specific purpose
- Tracked and analyzed the ongoing service requests in Help Desk section to generate accurate statistical reports
IT Help Desk Support Trainee
Merlin Global Services, Rochester,
NY
July 2013 – July 2014
- Installed, tested, and configured new computers, peripheral systems, and required application software
- Answered 20+ calls per day to listen to customer complaints, and jotted down important points in their problems
- Worked in rotating shifts as needed and asked questions to determine the exact cause of the problem before preparing a concise report
- Analyzed problems and instructed the end-users on how to resolve the issue by giving step-wise solutions
- Escalated complicated issues to the senior level colleague or supervisor and maintained proper follow-up to ensure high customer satisfaction
- Attended weekly training sessions to understand the values and vision of the organization and adhered to the policies for carrying out assigned duties
Education:
- Microsoft Certified Desk Support Technician (MCDST), 2015
Diploma in Information Technology, 2014
Certifications:
- Google IT Support Professional Certificate, 2013
Help Desk Certificate: Networking Essentials by Microsoft, 2012
CompTIA A+ Certification, 2011
Reference:
On request.