SUMMARY OF QUALIFICATIONS Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Help Desk support role. Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns.

Education Bachelors’ degree in Information Technology

Internship

April 2012 – June 2012
Confidential, Internship, Raleigh, NC

Trained in identifying hardware and software issues as well as repair
Trained in removing viruses, upgrading computer, maintenance, and installing hardware and software.
Assisted customers with diagnosing they computer problem
Helped manage inventory.

Professional Experience

June 2012- Present
Apple Advisor, Confidential, Raleigh, NC

Diagnose and resolve technical hardware and software issues over the phone.
Advise user on appropriate action and logged all help desk interactions.
Identify and escalate situations requiring urgent attention and stay current with system information, changes, and updates.
Exercise multitasking skills by managing multiple systems and applications.
Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.

Oct/2008-June 2012
Order filler/Forklift Driver, Confidential, Henderson, NC

Conveys materials and items from receiving or production areas to storage or to other designated areas by electric hand truck.
Compiles worksheets or tickets from customer specifications.

July/1999-July/2003
IT3 Information System Technician, Confidential, San Diego, CA

Experience in installing software such as operating systems and installing and replacing hardware such as mother board, CPUs, RAM, network interface cards, sound cards, video cards, and disk drives on various PC types.
Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems and replace defective components when necessary
Provide basic level of instruction in Local Area Networks (LAN), with focus on system administration.
Conduct first level network software and hardware corrective actions.
Installing, operating and maintaining state-of-the-art information systems technology including local and wide area networks, mainframe, and associated peripheral devices.

We provide IT Staff Augmentation Services!

Help Desk Support Resume

Raleigh, NC

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