Help Desk Coordinator Resume Sample
Darlene DuBuque
50869 Dawson Stream,
Phoenix,
AZ
+1 (555) 662 4584
Work Experience
Temporary SF Help Desk Coordinator, Senior
01/2018
-
PRESENT
Dallas, TX
- Timely completion of all work
- Working closely and harmoniously with fellow workers
- Adherence to all safety, health and privacy act rules and regulations
- Effective communication and time management
- Understand of the organization’s goals and objectives
- Excellent interpersonal, customer service, and communication skills via email, phone, and face to face required
- Proven experience in similar I.T. role. (5+ years)
- Advanced knowledge of computer systems, networking and security concepts, mobile devices (phones/tablets). Experience with Microsoft ADUC, Exchange, Office 365 required
- Work and collaborate with a team while also being able to operate independently when required
Help Desk Coordinator
01/2012
-
08/2017
Los Angeles, CA
- Study operating instructions to determine equipment setup needed
- Load and configures equipment with required items
- Diagnose and correct equipment malfunctions
- Review error messages and makes corrections during operation or refers problems
- Provide project tracking and review
- Environmental/ health/ safety
- Receives assignments designed to expand practical experience in applying computer troubleshooting techniques and procedures
Help Desk Coordinator Comp Op
08/2008
-
11/2011
Los Angeles, CA
- Uses established fact-finding approaches, knowledge of pertinent work processes and procedures, and familiarity with related computer system software, and computer equipment
- Researches routine user problems and solves them by modifying the existing system when the solutions follow clear precedents
- Performs tasks to maintain computer equipment and their peripherals
- Researches user problems and solve them by modifying the existing system when the solutions follow clear precedents
- Works independently, adapts guides to specific situations, resolves problems and deviations according to established practices, and obtains advice where precedents are unclear or not available
- Provides guidance to new employees on current Help Desk policies and procedures
- Advises users on software and hardware requirements
- Evaluates new software requests for Configuration Control Board (CCB) submittal
- Evaluates validity of need, provide security scan reports, and complete and present CCB packages for consideration
Education
York University
2004 - 2008
Bachelor's Degree in Computer Science
Professional Skills
- Willing to work in an environment requiring broad experience, adaptability, quick learning and excellent problem solving skills
- Great interpersonal skills, with a focus on listening and questioning skills are required
- Demonstrate strong problem solving and troubleshooting skills
- Excellent verbal and written communication skills - typing at least 40 wpm
- Strong skills in computer applications (MS Word, Excel, Project) are required
- Excellent computer skills and knowledge of Microsoft Office programs
- Strong computer skills and the ability to learn new software
How to write Help Desk Coordinator Resume
Help Desk Coordinator role is responsible for software, customer, computer, microsoft, troubleshooting, communications, interpersonal, hardware, focus, training.
To write great resume for help desk coordinator job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Help Desk Coordinator Resume
The section contact information is important in your help desk coordinator resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Help Desk Coordinator Resume
The section work experience is an essential part of your help desk coordinator resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous help desk coordinator responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular help desk coordinator position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Help Desk Coordinator resume experience can include:
- Problem-solving skills and patience to instruct callers on the steps to take to resolve their technical challenges
- Analytic skills and troubleshooting
- Responsible for self-training skills assessment based on individual service level scorecard
- Answers Help Desk phones and emails while communicating effectively; verbally and written
- Basic programming and Network communications skills
- Windows, MS Office support skills
Education on a Help Desk Coordinator Resume
Make sure to make education a priority on your help desk coordinator resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your help desk coordinator experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Help Desk Coordinator Resume
When listing skills on your help desk coordinator resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical help desk coordinator skills:
- Exceptional interpersonal skills with a focus on rapport-building, listening, and questioning skills
- Very good analytical and problem-solving skills are required
- Exceptional team working skills and a good work ethic
- Troubleshooting and problem resolution for diagnosing and resolving PC hardware and software skills
- Strong PC operating system knowledge, Windows, and driver experience related to supporting hardware
- The skill to practice good judgment and discretion in handling sensitive information
List of Typical Experience For a Help Desk Coordinator Resume
1
Experience For Temporary SF Help Desk Coordinator, Senior Resume
- Excellent interpersonal communications and customer service skills
- Excellent communication skills over the phone, email, and in person
- Assists clients in installing and effectively using the product for their application
- Verbal and written communication skills to communicate with customers, vendors, and peers and superiors
- A professional demeanor and the ability to communicate effectively with customers and vendors are essential
- Proven experience as a help desk technician or other customer support roles
- Respond to incoming calls within the present time allotment and represent the department in a professional manner and provide excellent customer service
- Strong urge to document processes properly when documentation is found to be lacking
- Prioritization of support requests
2
Experience For Mortgage Help Desk Coordinator Resume
- At least one-year experience in similar I.T. role
- Demonstrates the ability to follow direction(s) and a willingness to learn
- Banner and Semtek Experience
- Call Center experience or equivalent customer service
- Prioritizes work based on customer requests
3
Experience For Help Desk Coordinator Comp Op Resume
- Uses good judgment about whether to act independently or to escalate an issue
- Telephone Customer service experience required
- Previous customer service or helpdesk experience
- Attempt to resolve all problems during initial contact with customer
- Ensures customer satisfaction by promptly answering customer requests for assistance
- VPN setup and troubleshooting
- Assist in backup planning
- Macola user and system maintenance. Assist Data Analyst in night as well as month end processing
- Knowledge of printer issues, troubleshooting and print spool repair
4
Experience For Senior Help Desk Coordinator Resume
- He ability to understand, communicate and present data and information verbally and in writing is essential
- Create and maintain documentation to be used both within the department and for deployment to end-users
- Setup/teardown of employee computer workstations as well as facilitation of employee moves throughout the Trumbull campus
- Insure timely response to the Help Desk calls and enter the appropriate information into a common database (Tracker), assign properly (when applicable) and follow-through with multiple departments until restoral of services is complete
- Responsible for moderate level of Call Center operations of the ACD functions and features to properly utilize the system
- Be able to demonstrate basic understanding of different types of information when presenting to the next stage of escalation, severity levels and escalation procedures to adequately
- Troubleshoot PC and MAC computer issues for students around the world in online classes
- Develop and maintain rapport and communications with students and troubleshoot and answer their questions in a professional, timely and courteous manner by email and phone. Problem solve issues demonstrating a sense of urgency. Provides support for live streaming and webinars. Provides support for proctoring and reviewing of final exams
5
Experience For Information Systems Help Desk Coordinator Resume
- Create, perform quality checks, update and revise CE surveys and evaluations using a variety of survey systems and methods. Gather, analyze and prepare reports from survey data to meet reporting requirements and to provide continuous improvement that results in increased student learning and satisfaction
- Perform academic honesty reviews, grade deductions and other student related tasks. Perform maintenance and upkeep on prospect, marketing, and student databases. Prepare and provide reports on recruiting efforts such as conference lead conversion
- Experience in a distributed help desk environment
- Assist with preparation and maintenance of Learning Management System used for the online courses. Build and troubleshoot
- Build, maintain and analyze data using Access databases, Excel pivot tables and other needed methods. Gather, prep and analyze surveys and other student related information to prepare and provide reports to stakeholders and Senior Director
- Interact with CE team members to improve course layout, video delivery and other areas which create technical issues for students
- Proactively identifies and seeks information that needs to be updated and submits it for updates to email templates, flyers and other documents. Notifies management of any updates that are needed to documentation outside of their control or pervue
- Analyze incoming interaction to determine appropriate resolution procedure
6
Experience For Associate Help Desk Coordinator Resume
- Record all pertinent information concerning problem
- Responsible for email, chat, phone interactions
- Perform proper catalog assignment and capture of request information
- Perform problem resolution based on service desk tool e.g., knowledgebase, servicenow, etc
- Document proper hand-off information for escalation hand-off
- Perform follow-up on all resolved problems to ensure the proper resolution / categorization and whether the problem was handled in a professional and satisfactory manner
- Provide initial procedural / how-to support for PC hardware/peripherals
7
Experience For Help Desk Coordinator at Resume
- Fulfilling user requests for help desk service with respect to desktop / laptop technology, phones, USB devices, wireless services, CD/DVD, other desktop / laptop connected devices, etc
- Assisting desktop support, Tier 2, and Tier 3 resources with problem resolution; implementing solutions provided by others to solve escalated problems as necessary
- Advanced working knowledge of computer software packages including the Microsoft Office Suite as well as demonstrated understanding of operating systems, relational database design and operation, query tools, reporting tools, and decision support tools
- Self-motivated with an energetic disposition
- Provide Tier 1 (front-line) and Tier 2 technical support to all end users
- Troubleshoot and resolve some hardware related issues (I.E. desktop scanners or monitors)
8
Experience For Help Desk Coordinator PPG Access Resume
- Maintain user settings, configurations and standardization through GPOs and Desktop Authority
- Aptitude to multi-task in a fast paced environment
- Management of distribution lists, security groups, and shared mailboxes in AD and Office 365
- Perform periodic system access reviews
- Assist in resolution of escalated support requests
- Collaborate with other areas of the department to ensure larger problems tickets are addressed and resolved in a timely fashion
- Keep process and SOP documentation up to date, or create new documentation where needed
9
Experience For Help Desk Coordinator Computer Operator Resume
- Identify and suggest areas for process improvement
- Purchase hardware/software as required by the department
- Use Active Directory to create and manage user accounts and set permissions
- Coordinate off-site repairs with external vendors
- Participate in Global projects if requested
- Work with other TSG staff to test new applications and upgrades
- Provide off-hours, weekend and holiday pager coverage as needed
10
Experience For Help Desk Coordinator / Tier Resume
- PC, printer, PDA, custom device connectivity and installation
- Software configuration and basic user education
- Advanced support in MS Office configuration issues
- Assist Network Administrator in resolving networking issues. Modify user accounts, passwords, and set up new users in the network without supervision. Troubleshoot and maintain network in the Administrators' absence
- Maintain hardware/software inventory
- Manage assigned project work
List of Typical Skills For a Help Desk Coordinator Resume
1
Skills For Temporary SF Help Desk Coordinator, Senior Resume
- Develop troubleshooting skills and learn to use available diagnostic tools and resources
- Previous experience using a ticketing system
- Strong methodical troubleshooting and problem solving capabilities
- Experience troubleshooting remote access solutions including RSA, VPN and/or Citrix
- Establish and maintain effective working relationships with associates, supervisors, other departments, and customers
- Help Desk training or experience
- One (1) year Help Desk t raining or experience
- One (1) year IT Help Desk t raining or experience
2
Skills For Mortgage Help Desk Coordinator Resume
- Directly related experience supporting help desk operations
- Technical support troubleshooting experience in a help desk environment
- Experience related to overseeing help desk projects and employees
- Develop best practices in the IT environment through experience sharing
- Experience providing IT support services
- Help Desk training or experience
- Hands-on experience with MS Office 2010, 2013 Applications, Internet Explorer and Outlook
- Experience with Windows 7, Active Directory, Remedy, VPN and Remote access
3
Skills For Help Desk Coordinator Comp Op Resume
- Experience with Dell & HP laptops along with a variety of peripheral support
- The ability to prioritize a group of tasks
- The skill to know where to find and how to use support documentation
- Previous experience as a Help Desk Assistant
- Strong ability to diagnose various OS and application errors and performance issues
- Previous support experience in a corporate environment in excess of 500 employees
4
Skills For Senior Help Desk Coordinator Resume
- HS diploma or equivalent, and three to four years of related experience
- Follow defined call tracking and escalation procedures based on the priority of a problem call
- Perform proper categorization and prioritization of incidents
- Determine priority and assign to the appropriate Information Services department for resolution, if necessary
- Experience with AD account creation and administration
- Experience with a variety of computers / laptop models and peripherals
- Experience with remote administration tools and techniques
- Demonstrated ability to quickly learn new applications and technologies
5
Skills For Information Systems Help Desk Coordinator Resume
- Documenting problem identification, symptoms, diagnosis, and resolution steps in ticketing system or other document sources as required
- Alerting management to emerging trends in incidents
- Reporting monthly metrics relating to volume and response time
- Working knowledge of Windows 7, 10 and MS Office Suites
- Performing issue follow-up with users and other technical resources to ensure problem resolution and timely close out of tickets
- Developing instruction sheets and FAQ lists for end users
- Communicating NEC policies and procedures
6
Skills For Associate Help Desk Coordinator Resume
- Performing account administration
- Using own initiative to research technical solutions in department specific applications
- Working as part of a team to consistently achieve team projects, targets & goals
- Troubleshooting PC and MAC
- Working knowledge of Microsoft Office: Word, Excel and Access
- Working knowledge of PC hardware and software support
- Working knowledge of Windows 7/10
- Working knowledge of Computers, Microsoft Outlook, Excel
7
Skills For Help Desk Coordinator at Resume
- Working knowledge of Windows XP, Windows 7, Windows 10 or WEPOS
- Documenting all support activities
- Working through support requests logged in Zendesk ticket queues. Resolve tickets as they come in or escalate as needed
- Working knowledge of computer systems, Windows/Mac OS, MS Office suite, mobile devices (iOS/Android)
- Troubleshooting of Windows 7 and Windows 10 Professional
- Recording user service requests in ticketing system according to incident management process
- Assigning or escalating problems and requests to appropriate Tier 2 resources
- Creating user documentation to assist users with routine use and resolution scenarios
- Providing direct guidance and instruction to users to resolve computer problems and to assist the user with the use of computers and applications
8
Skills For Help Desk Coordinator PPG Access Resume
- Provide training for new hires and provide guidance and leadership during assigned shift
- Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment
- Basic level of understanding in MS Server, Hypervisor, Learning Management Systems
- Gather customer’s information and determine the issue by elevating and analyzing symptoms
- Trend reporting, capitalizing on process improvements and new efficiencies
- Familiarity with either pharmacy or the technology driving healthcare systems
- Extensive working knowledge of Active Directory, OS delivery methods
- Write clearly and edit work for spelling and grammar
9
Skills For Help Desk Coordinator Computer Operator Resume
- Communicate clearly and edit work for spelling and grammar
- Tech savvy with a working knowledge of MicroSoft Office products
- Proficient with a keyboard (keyboarding)
- Contact Center environment with moderate noise level due to agents talking, computer, printers and floor activities
- Accurately log support requests in our ticketing system
- Diagnose and triage all assigned Help Desk cases; escalating where indicated or when necessary
- Answer voice mails and monitor Help Desk queues in our ticketing system to ensure timely resolution
- Displays a knowledge of Windows operating systems, Microsoft Office and basic computer know-how
- Create or remove network accounts/mailboxes for new or termed users throughout the organization following SOX compliant SOPs
10
Skills For Help Desk Coordinator / Tier Resume
- Escalates cases to a Technical Advisor or Team Leader after exhausting all methods to resolve the case within the context of the customer issue
- Completes quarterly goals on technical training and development
- A "Customer is King" attitude and willingness to do whatever it takes to ensure customers and end users are 100% satisfied on every interaction
- Enforce TSG guidelines and policies to ensure data integrity, system reliability and data security while providing essential flexibility to end users
- Lead end user training programs
- Maintain ongoing relationship with vendor(s) and act as liaison for quote requests for hardware from individuals and departments
- Copier maintenance and supply ordering
- Employ troubleshooting techniques for the various computer hardware, and peripherals used in all platforms
List of Typical Responsibilities For a Help Desk Coordinator Resume
1
Responsibilities For Temporary SF Help Desk Coordinator, Senior Resume
- Installation and troubleshooting of software applications
- Support remote users and laptops using remote access applications
- User activation and modifications
- Familiar with MS Office products (PowerPoint, Word, Excel, Access)
- Multi task and work under deadlines
- IMDAS (Intelligent Mail Data Acquisition System) is a customer service organization and our customers have very specific service contract requirements and the agents are responsible for ensuring that we are managing customer expectations toward contractual compliance
- Provide primary interface for all incoming IMDAS calls / emails pertaining to technical support provide coordination of technical resources for all severity issues
- Gathers all relevant caller information and inputs information into the departmental database in a timely and accurate manner
2
Responsibilities For Mortgage Help Desk Coordinator Resume
- Exercise multi-tasking skills when managing multiple systems and applications during customer interaction Create/Track/Route issues via Service Now and EIMS software application
- Identifies bugs and makes recommendations and/or enhancements based on user feedback
- Works to achieve targeted service metrics related to average speed of answer, abandonment rates, and average inbound call length
- Escalates customer complaints related to fit, form, or functionality to the Quality Assurance department in a timely manner. Models corporate and departmental policies, ISO procedures, and terms & conditions of sale
- Maintain Departmental/Organizational service level requirements
- Answer procedural questions, and document problems in a customized system
- Report on operational and technical issues
- Respond to phone and email requests, and conduct interviews with survey respondents
- Cover 5 days a week with hours on evenings and weekends and varied end-times depending on the time zone of current projects. Could be as late as 11:00pm on weekdays and 9:00pm on weekends at our Atlanta office
3
Responsibilities For Help Desk Coordinator Comp Op Resume
- Provide first-level contact and problem resolution for all users with hardware, software and application problems
- Act as a liaison between customers and support staff to assure accurate problem interpretation
- Continuously improve your knowledge of help desk procedures, products and services
- Primary responsibility is user support and customer service; being available to quickly diagnose and understand technical issues and resolutions during normal operational business
- Provides timely response to all issues, updates internal customers on status, solicits additional information, if needed, and troubleshoots issue if appropriate
- Installation & management of software
- Document procedures and develop end user instructions
- Seeks to understand the reasons for customers’ choices
4
Responsibilities For Senior Help Desk Coordinator Resume
- Asks questions to accurately identify customer needs
- Follows-up with customers to ensure problems are solved
- Foster’s a customer-focused environment
- Desire and aptitude to learn information technology support functions and processes
- CompTIA IT certifications very desirable
5
Responsibilities For Information Systems Help Desk Coordinator Resume
- Escalates customer complaints related to fit, form, or functionality to the Quality Assurance department in a timely manner
- Models corporate and departmental policies, ISO procedures, and terms & conditions of sale
- Secret clearance, but Interim accepted
- OS Delivery methods (Altiris DS, SCCM, etc.), USARC specific application servers (RCAS, RLAS, DMO), and command specific applications (ITRS, iPerms, DTS, and etc.)
- VPN - image, administration, LCR, and hardware repair
- Printers/ digital scanners/ copier management and configuration
- Email Entitlements management - Create and manage user NPE email accounts
- VTC hardware/software setup and technical support
- Preventative and routine network maintenance
6
Responsibilities For Associate Help Desk Coordinator Resume
- Citrix Applications Administration
- Exchange email account management
- Detailed oriented note taker
- Follow and complete technical instructions in timely manner
- Timeliness, attentiveness and consistent attendance
- Be the primary contact for IT related problems and issues for Bain employees
- Take ownership from start to finish of the investigation, troubleshooting, and resolution of hardware and software problems on computer systems and other supported hardware (mobile devices, phones, voicemail, projectors, etc.)
- Perform consistent follow-up with user to ensure complete resolution and user satisfaction
- Maintain accurate inventory database, repair log and activity log
7
Responsibilities For Help Desk Coordinator at Resume
- Proactively identify and complete TSG projects that add value to the department and/or our customers
- Build and deploy standard notebook and desktop computers
- Support Audio-Visual equipment (Projectors, Videoconference Units)
- Creation and maintenance of Security Badges and System
- Demonstrate and utilize exceptional troubleshooting skills relating to all hardware used in support of Trimble’s computer user community, with a specific focus on all Dell systems and peripherals, Apple systems, and various mobile phones and tablets
- Train users on the SPARCS and other supported business productivity applications including Office Suite of products, Share Point, etc
- Intermediate to expert level user of Microsoft Excel
- Experience providing hardware and software technical support for Macs, iOS devices and Apple Watch running macOS 10.11 (El Capitan), macOS 10.12 (Sierra), macOS 10.13 (High Sierra) iOS 9, 10, 11 and watchOS
8
Responsibilities For Help Desk Coordinator PPG Access Resume
- IAT Level I certification (A+, Network +, SSCP, etc.)
- Motivation and ability to work as part of a global team
- Knowledge of Citrix Application
- The ability to assume responsibility and escalate issues appropriately. T
- Meets customer requirements
- Proficient with Office 365
- Navigate and multi-task
- Handle repetitiveness of contacts from internal and external customers
9
Responsibilities For Help Desk Coordinator Computer Operator Resume
- Holiday work schedule as defined by Management and business needs/volume
- 200 Memorial Ave, Westminster, MD 21157
- SATCOM communication system
- Tier I Help Desk functions
- Diagnose and repair various IT end user hardware related issues
10
Responsibilities For Help Desk Coordinator / Tier Resume
- Energetic, enthusiastic, eager to learn, fast learner
- Self-motivated and able to work well with limited direction and supervision
- Work well under pressure and handle stressful situations
- Detail oriented, extremely organized, self motivated with sense of ownership of area of responsibility
- Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect
- Research, triage, troubleshoot and resolve reported COTS, proprietary and web-based software applications, desktop, intranet, telecom and basic network connectivity issues
- Provides desk side support to executive level staff
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