HELP DESK Resume

Objective

Technically proficient, solutions - oriented, skilled and experienced IT Technician seeks position in teh IT/Cybersecurity field supporting company and/or organization.

TECHNICAL SKILLS

Systems: Windows Vista, 7, 8/8.1, 10; Ubuntu Linux, Kali Linux

Hardware: PCs, laptops, printers, and mobile device setup and repair; Dell Latitude E7480, 7490; iPhone 7, 8, 9; iPad Pro.

Software: MS Office

PROFESSIONAL EXPERIENCE

HELP DESK

Confidential

Responsibilities:

Triage voice messages, create tickets in ServiceNow.
Assist in improving help desk self service capability.
Call clients if there is an error with Submissions.
Manage tickets and direct them to teh appropriate department.
Monitor and respond quickly to incoming requests related to IT issues.
Determine teh best solution based on teh issues to teh next level of support personnel.
Direct unresolved issues to teh next level of support.
Record events and problems and their resolution in logs.
Follow-up and update customer status and information.
Pass on any feedback or suggestions by customers to teh appropriate internal team.
Identify and suggest possible improvements on procedures.

Regional Desktop Support Technician

Confidential

Responsibilities:

Experienced in supporting senior level executives.
Audio/Video equipment setup and coordination for special events/activities and corporate meetings.
Hands on experience with setup meeting room include with VOIP and projectors.
Configure Avaya desk phone and headset, while working as teh admin from teh PBX system.
Setup and deploy Polycom desk phones, and Polycom Conference phones for audio conferences.
Activate Verizon Wireless iPhone 5-8, iPad Pro with data transfer via iCloud backup and restore.
Resolved all Level 1 and Level 2 tickets on daily basis using by Service-Now ticketing system.
Resolve all user’s technical issues with skype and Remote Desktop Connection, windows 7, office 2013 and 2016, Adobe.
Installing and configurations Windows 10 professional on Dell laptop using by image software’s and DVDs.
Configuration, replacement, troubleshooting of Dell Latitude E7470, 7480, 7490.
Experienced in remote customer support including wireless LAN access, VPN.
Support for RSA Tokens, assigning soft and hard tokens, troubleshooting connectivity issues.
Experience in Backups and Restores via SCCM, Active Directory, Exchange 2007\2010.
Resolving Active Directory, DNS and DHCP based technical issues (Level 1) for e.g. disabling user, unlocking users, reset password.
Hands on experience with Office 365 and Exchange server 2013 (include with Configure new Email box, IOS and Android phone setup, Setup user profile on Outlook, Email archiving, PST restore and Backup).
Installed and configured Brother and HP printer for Local and remote users (include with Printer setup, scanner setup, label maker)

IT Technician

Confidential

Responsibilities:

Installation of hardware and software systems.
Install computer peripherals for users.
Maintenance and repairing/troubleshooting of PCs, laptops, printers, and mobile devices.
Setting up Basic Network.
Follow-up and update customer status and information
Respond to queries either in person or over teh phone.
Walk users through problem-solving process.
Created network attached cables (RJ-45).

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