Helpdesk Engineer Resume Sample
River Dicki
980 Keaton Square,
Philadelphia,
PA
+1 (555) 637 2907
Work Experience
Senior Technical Helpdesk Engineer
01/2017
-
PRESENT
Dallas, TX
- Good communication skills, issue tracking in the business’s applied tool, clarity of process and business structure
- Understand and comply with procedures outlining the confidentiality and security of client’s information, infrastructure, access and permissions
- Work experience implementing or supporting infrastructure solutions
- Experience installing custom software packages (using provided documentation)
- Experience with Microsoft Windows 7 professional edition standard user functions
- Experience with Microsoft Windows 7 Professional administrative functions (e.g. driver installation and troubleshooting, network issue resolution, and browser diagnostics)
- Provide support for case escalations typically transferred from the Customer Support Analysts (HelpDesk first level analysts or FSEs)
- Troubleshoot and resolve complex issues in relation but not limited to hardware, software, and limited database issues
Helpdesk Engineer
08/2012
-
12/2016
Los Angeles, CA
- Provide high level support, guidance and assistance for the customer support analysts (HelpDesk first level analysts or FSEs) during complex issues or escalations
- Assume responsibilities of shift lead when a supervisor is not available
- Properly document all customer interactions and troubleshooting actions into the department’s case tracking system. Manage open cases to ensure appropriate resolution time using time-management skills
- Utilize the department’s knowledge base to determine proper troubleshooting course of action. Communicate technical issues and resolutions to team together with the director of technical support
- Proactively identify trends at customer sites with respect to hardware and software
- Practice professional telephone etiquette
- Ensure inquiries are answered on agreed turnaround time
Gaza-helpdesk Engineer
06/2010
-
06/2012
Dallas, TX
- Ensure that all requests are documented and tracked using the incident management tool to maintain a list of issues and requests and monitor open incidents
- Resolve inquires, request and issues that are within the helpdesk scope
- Follow established processes and protocol in accomplishing requests or resolving issues
- Follow established escalation process for inquiries, request and issues that are not within the helpdesk scope
- Generate IT Advisories to inform users of outages or changes to a system using the email system
- Generate simple reports using excel to show basic statistics
- Generate and update documentations
- Excellent teamwork by establishing and maintaining a close working relationship with both IT and Business teams globally
- Call handling (phone/email), prioritise according to contract type and/or instrument type
Education
Kent State University - Geauga Campus
2005 - 2010
Engineer's Degree in Business Administration
Professional Skills
- Listening skills - Comprehend what is said, respond appropriately without interrupting the speaker
- Good people skills to facilitate dealing with PC users at all levels of the corporation
- Telephone etiquette - basic call handling skills
- Customer service skills (persuasion, empathy, helpfulness & positive attitude)
- Good business communication skills (e-mail)
- Experience in supervising personnel, managing workflow and promoting teamwork
- Excellent understanding of desktop management tools
How to write Helpdesk Engineer Resume
Helpdesk Engineer role is responsible for travel, reporting, planning, security, training, software, troubleshooting, administration, inventory, basic.
To write great resume for helpdesk engineer job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Helpdesk Engineer Resume
The section contact information is important in your helpdesk engineer 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 Helpdesk Engineer Resume
The section work experience is an essential part of your helpdesk engineer 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 helpdesk engineer responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular helpdesk engineer position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Helpdesk Engineer resume experience can include:
- Strong focus on proactively identifying areas for improvement
- Identifying repeat issues/problems and work to minimise their impact
- Outstanding Customer Care focus
- Executing restore requests for data
- Troubleshooting of applications such as Webex, Citrix
- Understanding of importance of standardized processes
Education on a Helpdesk Engineer Resume
Make sure to make education a priority on your helpdesk engineer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your helpdesk engineer 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 Helpdesk Engineer Resume
When listing skills on your helpdesk engineer 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 helpdesk engineer skills:
- Excellent communication skills; able to adapt to users’ differing levels of seniority/technical ability
- Sound planning & organising skills
- Technical diagnostic and troubleshooting skills
- Good working knowledge Windows operating systems including Windows 7 and Windows 10
- Very good (phone) communication/interpersonal/team working/coordination capacities
- Problem solving, ability to multi-task, prioritise and manage high volumes of requests
List of Typical Experience For a Helpdesk Engineer Resume
1
Experience For IT Helpdesk Engineer Resume
- Communicate with and influence the actions of customers and colleagues
- Support the management of Out of hours shifts
- Own internal process improvement activities for your services (e.g. outputs from lessons learnt), and contribute to process improvement activities or new service introductions across Service Operations to ensure best practice across customers
- Monitor team performance and quality against internal and external service level agreements and take action on under-performance. Provide regular feedback to the Assessment Operations Governance Meetings and own the production of the operational SLA report for your area
- Champion the adoption and adherence of industry standard best practise based on the ITIL methodologies and processes
- Team player with high standards
- Liaise with overseas IT teams and 3rd Party vendors for early resolution of complex issues as well act as the interface between IT and other Business units / Resource Units
2
Experience For Gaza-helpdesk Engineer Resume
- Inventory Management - Ensure availability of adequate Stock on Hand and refresh of End of Life / below Standard Operating Equipment and the inventory is maintained
- Ownership of technical aspects of End User Computing such as Active Directory, DHCP, DNS
- Ensure IT Processes is in line with Corporate Technology Governance / InfoSec
- Resolves administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions. Ensures operation of equipment by completing preventive maintenance requirements; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques
- Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies. Contributes to team effort by accomplishing related results as needed
3
Experience For Senior Technical Helpdesk Engineer Resume
- Reporting Skills, Administrative Writing Skills, Microsoft Office Skills, Managing Processes, Organization, Analyzing Information , Professionalism, Problem Solving, Supply Management, Inventory Control, Verbal Communication
- Serves as a proactive liaison and support engineer to supervise level one support resolution and assign trouble tickets as required to level 1 and 2 personnel. Create service desk reports for executives
- Experience in Administration utilising Active Directory and Group Policy
- Good working knowledge of Windows, MS Office 2010 & internet technologies
- Experience in administration of a LAN environment
- Basic networking concepts, troubleshooting LAN/remote access problems
4
Experience For Helpdesk Engineer With French Resume
- Expertise in configuring and troubleshooting MS Outlook 2007 or later
- Installs software on desktops and laptops
- Maintain knowledge base of issues, resolutions, use cases, topologies, tricks and tips, configuration guides, FAQs
- Keep hardware and software up to date
- This job role requires candidates to provide IT support on inbound calls, web tickets and chat. The IT Help Desk team operates on 24x7 basis. Team members are required to work in rotational shifts and observe a 5-day working week
- Thorough knowledge of Windows XP, Windows 7/8/8.1 Operating System
- Ability and willingness to learn quickly, keep knowledge current.
- Product Market Awareness
List of Typical Skills For a Helpdesk Engineer Resume
1
Skills For IT Helpdesk Engineer Resume
- Experience in ticketing tools ( SFDC & CRM)
- 4)Hands on experience on L2/L3 switches, Servers & routers, printers
- Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets
- Experience in BPO Technical position
- Quality: proven ability to drive customer satisfaction
2
Skills For Gaza-helpdesk Engineer Resume
- Charismatic coordinator: ability to create and drive effective team work
- Mindset, demonstrate proactive approach to tasks given
- Experience required
- Proven ability to communicate with senior management
- 5)Good knowledge of msoffice, Win 7,10 OS, Virtual technologies
- Experience with Remote Access Technologies ( VPN’s, Bomgar, Portals)
- Creating and maintaining documentation in the team document repository to keep the team updated
- On-going knowledge of mainstream computer technologies and emerging technologies
- 3)Deep understanding on IT networking and infrastructure support. preferably CCNA certified
3
Skills For Senior Technical Helpdesk Engineer Resume
- 6)Decent expposure woking in Global companies and interacting with offshore peers
- 3) Liasion with Global teams in managing and maintaining local infratsructure with minimal / no downtime
- Ability and willingness to travel for training
- 1)Working knowledge of ITIL Concepts
- Diagnose fault(s), provide troubleshooting to customers via phone/email and phone fix accordingly
- Record activities via logging and data entry into SAP notifications
4
Skills For Helpdesk Engineer With French Resume
- High focus on call bundling is required
- Work closely with Field Support Team to ensure all customers are provided with an industry leading professional Technical Support within the KPI’s set
- Tests and debugs moderately complex operating system and end-user application issues
- Support the system users by managing the escalation of queries via investigation and interaction with wider internal teams and or third parties suppliers
- Plan, write and deliver internal and external documentation and training as required
- Support the development and testing of future software releases
- Incident, Problem management and ownership of the issues till resolution. Handling Trouble tickets and Network Service Requests raised by the Users
- Directs the support for security patching for all PCs
- Configure, support and maintain computer hardware equipment including desktops, laptops, printers and mobile devices
5
Skills For Service Desk / Helpdesk Engineer Resume
- Responsible for the backup process and verifying that the backup has been executed properly
- Assist with on-boarding of new employees
- 1) Provide IT support to the Users for both Onsite and Offshore. Including System allotment, Software/application installation via email,Ticket etc.
- 2) Monitor & Administer the performance of Servers,switches, network etc by interacting with global teams / local service providers as needed
- Knowledge of helpdesk management systems
- Knowledge of the use of Internet support technologies
- Experience configuring, maintaining and troubleshooting network equipment such as routers, switches, firewalls, wireless and VPNs.The ability to flourish as part of a team, be mentally flexible and be able to summon helpful spirits in times of crisis
- Knowledge of helpdesk management systems (Manage Engine ServiceDesk preferable)
- 1) Proficient in Windows /System Administartion
6
Skills For Quick Response Center Helpdesk Engineer Resume
- 2) proficient in Server Administartion
- Follow-up with Level 2 support teams for timely completion of tasks
- Service and client orientation
- Plan own work and work unsupervised
- Familiarity with standard IT Tools (Windows, MS Office, SAP, Lotus Notes)
- Structure work and processes
- Aptitude and potential to develop and grow with the business
7
Skills For Helpdesk Engineer Level Resume
- Continuous Improvement, don’t accept the status quo
- High proficiency in English grammar, vocabulary and sentence structure
- Fluency in speech - Ability to hold a conversation with ease and minimal use of fillers
- Clarity in speech – Neutral accent, appropriate rate of speech, pleasant voice and confident tone
- 7)proficient in English both verbal & written communications
8
Skills For Helpdesk Engineer Resume
- 2)Sharepont Knowledge and Office 365
- Determine if a visit from an FSE/FSS or parts only is required and coordinate. Co-assign if required. Dispatch FSE via Mobile Service job
- Identify any required spare parts needed. Co-ordinate with the assigned engineer in order to facilitate the timely completion of on-site and in-house service repairs
- Escalate to Product Specialist or appropriate business unit specialists if more in depth support is required to resolve customer issues
- Actively support the sales of service contracts, assist Account managers and Field Service Engineers with system configurations and upgrades, and provide input on ways to improve performance in order to generate Service revenues
9
Skills For IT Helpdesk Engineer Resume
- Broaden knowledge and experience to improve product, application and professional development skills and represent the company in a professional manner
- Fosters and exhibits a “Best Team Wins” mentality
- Work with the Helpdesk team to both dispatch work and provide direct primary end-user support for CEB Technology systems with the highest quality service
- Directs and Configures new desktop and laptop and as required for CEB users
- Serves as a proactive liaison and support engineer to supervise level one support resolution and assign trouble tickets as required to level 1 and 2 personnel
- Installs software on desktops, laptops and servers
10
Skills For Gaza-helpdesk Engineer Resume
- Assists in the maintenance of a knowledge base of issues, resolutions, use cases, topologies, tricks and tips, configuration guides, FAQs and documentation, and improvement suggestions
- Directs the support for security patching for all corporate servers and PCs
- Contribute to the overall operation of the CEB network through special projects involving additional technologies such as servers, networking, Storage Area Network systems and thee Virtual Server environments
- Deliver an excellent standard of customer service
- Demonstrate flexibility and a positive work ethic in all circumstances
- Take ownership of issues and see them through to completion
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