Help Desk Technical Support Resume Sample
Jon Jaskolski
71253 Jazmin Estate,
Phoenix,
AZ
+1 (555) 947 5865
Work Experience
Help Desk Technical Support Lead-stuttgart
01/2018
-
PRESENT
Houston, TX
- The MDA’s Integrated Service Desk (ISD) is the primary “first contact” POC for all MDA users requiring IT services
- Provides technical support to users for computer-related technical problems on assigned account(s)
- Provides back-up assistance on other accounts as needed
- Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time
- ACTIVE DIRECTORY account administration (users and distro and security groups). Working knowledge of Windows application features and troubleshooting
- Demonstrated skills that shows the ability to communicate written and/or verbal situational awareness to management and Government leadership in a concise, professional manner
- Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems
Help Desk Technical Support
07/2014
-
07/2017
Houston, TX
- Resolves and/or refers more complex technical problems through a defined escalation process
- Assists Tier 1 & Tier 1.5 team members improve their knowledge, skills, and experience on the help desk
- AA or equivalent + 1 yr related experience Customer service
- Desired certification: Microsoft Office A+ Network+
- Primary “first contact” POC for all MDA users requiring IT services
- User call processing, incident management, service request management, and escalation of higher level incidents and problems to other IT functional teams
- Participate in asset management, change management, and release management
- Responsible for PC account administration
- Support PC and peripheral installation and troubleshooting on Macs, Linux, Windows machines, Android, and IOS mobile devices; problem/incident recording, and problem resolution/escalation
Help Desk / Technical Support
01/2008
-
01/2014
Los Angeles, CA
- Support troubleshooting of basic network issues (IP configuration, bandwidth, DNS & command line tools, Ping, etc.)
- Provide accurate and timely logging of issues and resolutions in the ticketing system
- Interact with external users to obtain and convey concise problem information in a professional manner by phone, email, and in person
- Serve as the MDA’s Integrated Service Desk (ISD) is the primary “first contact” POC for all MDA users requiring IT services
- Be polite, respectful, professional, process-oriented and are committed to providing unparalleled customer service
- Answers all incoming calls, chats, and emails, providing multi-tier support in a timely
- Provides walk-in, onsite, and remote support
Education
University of Phoenix - St. Petersburg/Clearwater Learning Center
2004 - 2008
School's Degree in Technology
Professional Skills
- Proven soft skills including strong courtesy and conflict management skills
- Strong written and verbal skills as well as problem solving skills
- Demonstrated Problem Analysis skills
- Strong written and verbal communication skills and be able to translate technical information to all level of users
- Strong skills to facilitate and document a technical bridge as expediently as possible
- Strong leadership and client relation skills
- Prior Help Desk support experience
How to write Help Desk Technical Support Resume
Help Desk Technical Support role is responsible for research, leadership, software, government, database, customer, communications, design, training, mac.
To write great resume for help desk technical support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Help Desk Technical Support Resume
The section contact information is important in your help desk technical support 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 Technical Support Resume
The section work experience is an essential part of your help desk technical support 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 technical support 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 technical support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Help Desk Technical Support resume experience can include:
- Excellent communication skills to understand user issues and communicate issue resolutions
- Experience researching and creating detailed knowledge articles for team use and resolution of customer requirements
- Experience in working with a ticketing system, such as Remedy, Heat, SCSM, etc… (Desired)
- Experience with incident and problem tracking service management software
- Experience withtroubleshooting network related issues (client connectivity)
- Strong knowledge of Remedy or other ticketing systems, beyond the basic ticket creation level
Education on a Help Desk Technical Support Resume
Make sure to make education a priority on your help desk technical support 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 technical support 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 Technical Support Resume
When listing skills on your help desk technical support 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 technical support skills:
- Provide extensive support to remote customers utilizing Citrix and troubleshooting remote access problems effectively
- Interact regularly and effectively with ticket submitters
- Apply a complex research skills to resolve customer issues
- Exercising good judgment and decision making in the diagnosis and resolution of basic computer hardware and software problems
- Communicating with internal customers diplomatically and skillfully
- Experience working on service desk teams supporting IT services (Desired)
List of Typical Experience For a Help Desk Technical Support Resume
1
Experience For Help Desk-technical Support Resume
- Alerts management to recurring problems and patterns of problems. DESIRED QUALIFICATIONS: AA or equivalent + 1 yr related experience
- Experience in software help desk/customer support
- High attention to detail. Excellent time management
- Provides outstanding customer service and responsiveness to all end-users across all
- Provides polite and customer friendly service support for problem resolution. Attempts to resolve as many incidents during the first contact, or at Tier 1
- Applicable Software or Hardware training and certifications commensurate with the technical objectives, services required, and IT environment of the program
2
Experience For Help Desk / Technical Support Resume
- Provide outstanding customer support assistance via phone and email in Windows 7, 10 and MAC environments
- Take incoming customer requests over the telephone, log calls in HP Service Center and resolve the technical issues in a timely manner
- Input and manage software information in Software Licensing Database
- Monitor Pushed Patching package and remediate failed patch pushes
- 4 Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation
- Ticket creation and documentation using Remedy
- Respond to customer requests via email and/or telephone answering system
- Quick aptitude for learning new software
- Resolves and/or refers highly complex technical problems as appropriate
3
Experience For Line Merchant Help-desk Technical Support Analyst Resume
- Efficiently escalates incidents to higher Tier II or Tier III when required Documents incident status and solutions in incident database tools
- Use the Microsoft tools
- Answers inbound technical questions from customers and gains understanding of each situation. Troubleshoots issues to find solution and partners with customer to solve issue together. Confirms that solution worked properly before ending call. Escalates technical system situations to appropriate agents as required
- Follows ticket management policy as documented including, entering required information into system, selecting the right urgency level, and ensuring the proper team members are including in communications
- Follows call management policy as documented including resolving calls timely and accurately, following up with cases as appropriate, and working with management when needed
- Works with team members to develop, approve, validate, and maintain problem resolution databases by making entries to improve process
- Follows the established attendance and schedule policy
- Follows the established quality assurance guidelines and expectations to deliver stellar customer service including: first call resolution and total case ownership
4
Experience For Help Desk Technical Support Lead-stuttgart Resume
- Assists with PC deployments including ordering hardware, network imagine, setting up user profiles, etc. Assists users with maintenance such as: password resets, network connectivity, hardware and software issues, etc
- Interprets, analyzes, diagnoses, documents, and resolves customer service problems related to internal supported hardware, software, LANs and WANs with the objective of closing calls
- Researches support issues when resolutions are not readily attainable by checking available resources including, but not limited to: the incident/problem tracking system, internal websites, software manuals, and other team members
- Using the incident/problem tracking system, accurately documents all incoming calls, keeps tickets and customers updated on their issues / requests, and documents all call resolutions
- Research solutions to new issues
- Design and develop one or more courses of action, evaluate these courses in a test environment, and implement the best solution to the problem
- Assist in the development of procedures
5
Experience For Help Desk Technical Support Technician Resume
- Proficiency with Active Directory
- Software experience such as experience with Windows 7/10, MS Office including Outlook), MS Exchange, Citrix, Remote Desktop including Windows 7/10 Remote Assistance feature in SMS, and/or TCP/IP
- IT Helpdesk/User Support, preferably in a high volume IT call center environment
- Technical certifications/degrees (Desired)
- Hardware problem diagnosis and resolution
6
Experience For Help Desk Technical Support Level Resume
- Create, modify, and customize applications for individual users
- Configures a variety of FERC application software products to support the continuous availability, reliability, and performance of the FERC installed Applications
- Troubleshoots and resolves routine problems by consulting with customers and providing timely and accurate responses to service requests
- Perform Venerability Testing and Remediation
- Tier II and/or Tier III HelpDesk support
- Generate workstation compliance reports
- Generate Workstation software inventory reports
- Process software requests (gather documentation, license count, and location of requested software) and send for government approval
7
Experience For PC / Help Desk Technical Support Resume
- Perform hardware inventory tasks
- 1 Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met
- 2 Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process
- 3 Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame
- Create, analyze, and resolve Tier 2 biometric incidents submitted by our customers
- Liaise with the government client on biometric issues
8
Experience For Help Desk Technical Support IV Resume
- Assist on technical bridges for biometric service and system outages
- Manage time; work on a team or independently
- Knowledge of Active Call Directory functions and software tools
- Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution
- Present a professional, sharp and technically savvy image via verbal, written and in person communications with customers with responsibilities ranging from entry level to the senior executive levels and serve as a positive example to other technicians on the team
9
Experience For Help Desk Technical Support Specialist Resume
- 2 – 3 years’ experience in a high volume call center environment supporting desktops, Microsoft Office products, remote assistance and other infrastructure related hardware and software
- Course work in a recognized certification program (A+, MCSE, MCP, etc.) desired
- Proficient in MS Office Suite (Excel, Word, PowerPoint, and Outlook), and MS Windows XP & Windows 7
- 1 – 2 years’ experience in a high volume call center environment supporting desktops, Microsoft Office products, remote assistance and other infrastructure related hardware and software
- Help Desk Technical Support III (Tier 1.5) - Arlington, VA has more experience than a Help Desk Technical Support II (Tier 1) - Arlington, VA
- HDI Customer Support Specialist Certification 9CSS) or HDI Help Analyst Certification (HDA)
10
Experience For Help Desk Technical Support, .T Resume
- Create basic instructions, user guides or frequently asked questions (FAQ)
- Available for off hours and/or weekend support
- Smartphone/Mobile Device & Computer Repair
- IT or Network Certifications
- 24x7 Days, Mids and Late shifts to include weekends and holidays
- Perform System Patch
List of Typical Skills For a Help Desk Technical Support Resume
1
Skills For Help Desk-technical Support Resume
- AA or equivalent + three (3) years related work experience working with Windows 2003 server and Exchange 2003 systems administration
- Demonstrate a positive, can-do attitude, with an ability to stay focus on solving the issue at hand, and a communication style that is patient and respectful
- Identifies, evaluates, and prioritizes customer problems to ensure that inquiries are successfully resolved
- Two (2) years’ experience in a military environment
- Experience in a help desk/call center
- Experience with SQL commands and database manipulation
- Experience with knowledge centered support (KCS) principles
- Experience with mobile devices and mobile email
- Experience with system patch and packaging
2
Skills For Help Desk / Technical Support Resume
- Experience in IT-related position
- IT Helpdesk/User Support experience, preferably in a high volume IT call center environment
- Hardware experience with a variety of Intel based PCs, laptops, and servers, network printers, and/or mobile phones/devices
- 5 Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately
- AA or equivalent + 3 years of related experience in Tier I or Tier II HelpDesk/Service Desk
- Experiencewith Tier 2 Service Desk support
- Strong biometric research techniques and methodologies
3
Skills For Line Merchant Help-desk Technical Support Analyst Resume
- AA + 0 year of related experience
- Documenting, testing, maintaining and basic troubleshooting/triage
- Creating user documentation and customized training
- Assisting end users with the use of Microsoft Office applications (this includes Word, Excel, PowerPoint, and Outlook)
- Installing PC applications
4
Skills For Help Desk Technical Support Lead-stuttgart Resume
- Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems
- Monitor queue and metrics, tracking performance and situational issues in real time, responding accordingly per procedures
- Logs and tracks inquiries using a ticket management system and maintains history records and related ticket documentation
- Contingent on position openings through existing team members' promotions
- We wish to get great candidates through the FDIC Public Trust Security Background Check Process so they can join our wonderful team when there is an opening
5
Skills For Help Desk Technical Support Technician Resume
- Clearly communicate via phone, portals and instant messaging with end users and technicians
- Free Drinks and Discounted Food
- Full Gym with Free Access to Employees
- Soccer Court, Volleyball Court, Basketball Court and More
- Assists customers in resolving technical problems on assigned accounts by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process
- Experience resolving technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems
6
Skills For Help Desk Technical Support Level Resume
- Quickly adapt to new situations, a strong commitment to a team environment
- Identify and work independently on special projects
- Typically resolves less complex problems while referring more complex problems to senior level. Requires good communications skills with the ability to work with users diplomatically and skillfully
- Provide support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems
- Logs and tracks inquiries using a problem management database and maintains records and related problem documentation
- Embrace and follow establish processes
- Preserve, inspect, and mend computer systems, hardware, printers, and computer peripherals
- Provide computer desktop support in accordance with established policies and procedures
- Solve computer problems, and implement appropriate action/solutions
7
Skills For PC / Help Desk Technical Support Resume
- Answers help desk telephones and responds to moderately complex customer inquiries to ensure customer needs are met
- Microsoft Certified Technology Specialist Windows 7 or Microsoft Certified Solutions Associate Windows 7 (Desired)
- The ability to resolve technical and other types of issues with little oversight
- Performs a limited range of work with some independence
- User issues are simple to minimally complex in nature
- Follows established process and procedures
- Provides input for process optimization
8
Skills For Help Desk Technical Support IV Resume
- Basic knowledge of Windows based computers
- Learn, understand and assist with library systems and applications such as Sierra, Bibliotheca (book sorters), EnvisionWare and Libonline (reservation software)
- MCSE or Microsoft Certified Systems Administrator (MCSA)
- HDI certification desired, but not required
- Keeps support team and management apprised of any new support issues in a clear and timely manner
- Works to consistently improve call handling and resolution processes by following quality assurance guidelines and expectations to deliver stellar customer service including: first call resolution and total case ownership
- Broad experience with PC and operating systems and software
- Diagnoses, identifies, isolates and analyzes problems utilizing historical database records
- Proficient with industry standard desktop operating systems and office automation software suites
9
Skills For Help Desk Technical Support Specialist Resume
- HDI certified(customer service, support center analyst, or desktop support technician)
- Work is performed in a call center environment
- Bilingual - fluent in Spanish and English
- Coaches’ analyst on meeting or exceeding all operational metrics with regular feedback to line management based on functional role; documented and provided to management
- Technical experience in the setup, operation, and troubleshooting of all associated and follow-on operating systems
- Deliver excellent technical and non-technical customer support to the users
- Help Desk Experience
- Experience with hardware, software, and audio issues
10
Skills For Help Desk Technical Support, .T Resume
- Troubleshoot desktop, printer, scanner, BB’s, perhiperal, network, hardware and software issues
- Working knowledge of networking and specific knowledge in one or more of the following; routing, subnetting, TCP/IP, firewalls, IDS’s, VPN’s, VLAN’s, and network equipment configuration and troubleshooting operating systems (Windows 7), network connectivity and desktop software application troubleshooting
- Ensure resolution of daily customer issues that impact the team and overall business objectives
- Technical certifications (Desired)
- Familiary with MS Product Suite and Database Software
- Security+ certification is desired
- Net+ certification is desired
Related to Help Desk Technical Support Resume Samples
End User Support Resume Sample
Work Experience
• Looking to add real value to businesses by using your knowledge and expertise to offer fresh insight and help enrich decision making
• Able to plan, organize and execute work taking into account various interests and priorities of various stakeholders
• Pragmatic & with s...
Professional Skills
• Strong organizational and prioritization s...
• Superior communication skills (verbal and ...
• Outstanding project management skills; dem...
Help Desk Support Resume Sample
Work Experience
• Harmoniously working with other employees and customers
• Effectively coordinate a number of projects simultaneously
• Demonstrating initiative and problem-solving skills
• Contributing to the successful completion of project initiatives
•&n...
Professional Skills
• Demonstrated problem solving ability and s...
• Excellent written and verbal skills, excel...
• Strong ability to develop business relatio...
Help Desk Support Specialist Resume Sample
Work Experience
• Provide quality friendly service to (BOEM)’s employees in all assigned tasks, while upholding (BOEM) values at all times
• Access software updates, drivers, knowledge bases, and FAQ’s resources on the Intranet to assist with end users issues
• Person, phone, and e
...
Professional Skills
• Demonstrated oral and written communicatio...
• Strong trouble-shooting and support skills...
• Demonstrated working knowledge of moderate...
Center Support Resume Sample
Work Experience
• Provide visibility and support to the Facilities team when monitoring the Data Center’s building controls
• Assist in the physical installation and maintenance of datacenter hardware, including but not limited to mainframe, storage, server, network, and telephony systems
• As...
Professional Skills
• Strong organizational skills, high level o...
• Experience using problem solving skills, b...
• Strong analytical and reasoning skills--ab...
Tech, Tech Support Resume Sample
Work Experience
• Working knowledge in the following
• Firewalls, Intrusion Detection System Brands & technologies, Packet sniffers and Vulnerability Network Scanners would be an added advantage
• Secondary focus is to assist online support team with expertise for key customers’ issue for ...
Professional Skills
• Under general direction, provides customer...
• Strong analytical, problem solving, multit...
• Strong verbal communication and listening ...
Expert Support Resume Sample
Work Experience
• Good knowledge of the Results Management
• Good ICT skills, knowledge of ERP systems
• Experience in dealing with stakeholders
• Working in international Business
• Knowledge of sales systems, forecasting and basic financial manag...
Professional Skills
• Strong relationship skills and ability to ...
• Execute flawlessly on day to day tasks by ...
• Excellent verbal and written English commu...