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Help Desk Resume

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Rochester, NY

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SUMMARY:

  • Over ten years experience in a Help Desk environment in Support Level 2 and Level 1
  • Strong people skills and customer satisfaction with excellent results and a very positive attitude
  • Excellent customer service skills with strong phone sales and customer leads
  • Remote access using tools such as Active Directory, SMS Remote Control, Dame Ware VPN Client, SecurID,
  • Software installation and support including, operating systems, virus protection, Cisco, Active Directory, Citrix
  • Hardware installation and support including, computers, modems, routers, drives, boards, memory, wireless
  • Working knowledge of VOIP service, installation, and support
  • Working experience of shipping and receiving within established schedules, keeping accurate inventory records

CERTIFICATIONS:

  • A+ Certified Professional,
  • Lenovo Desktop Certified, Lenovo Laptop Certified

TECHNICAL SUMMARY:

OS: Windows 8, Windows 7, Vista, XP, 2000, NT, 98

Software: Microsoft Office Professional, Internet Explorer, Microsoft Outlook, Adobe Acrobat, VPN Client, SecurID, SMS Remote Control, DameWare Remote Control, Rapid Assist, Citrix, Active Directory, Lotus Notes, Peregrine Service Center, Network Associates, Speed Test,  Nero Film Editing software

Experience with identifying and dealing with viruses and spyware issues using products such as:  Trend Micro, Symantec, McAfee, SpyBot, AVG, Superantispyware, Malwarebytes, A-squared,
Spyware Terminator, CA Suites, Hijack This, Ad-Ware, Zone Alarm

Hardware: Routers, Cisco, Linksys, Desktops and Laptops, Compaq, Dell, Gateway, IBM, Hewlett Packard Systems and Printers, Lexmark Printers, Grandstream Video Phones and DTA boxes, Espresso machines

PROFESSIONAL EXPERIENCE:

5/12 - 11/12
Confidential, Rochester, NY 14623
Provide students with college information and potential leads to colleges

6/ 11 – 4/12
Confidential, Rochester, NY 14623
This is a part time job working to secure leads and sales for Sirius and XM satellite radio customers. Offered special plans to former customers to win them back and extended plans for current users. 

9/10 – 3/11
Confidential. Henrietta, NY
Assisted customers with technical phone support for high end espresso machines including repairs, troubleshooting and general operation of the equipment.

5/08 – 10/09
Confidential. Rochester, NY 14623
Worked with customers and representatives in Technical phone support to troubleshoot issues with Globalinx Video Phones, DTA boxes, and WIFI phones installation, VOIP service, software setups, updates, and troubleshooting. Cosmo ticketing software was used to escalate complex problems to the higher level.

4/06 – 8/07
Contract Work
Worked a variety of contract positions including: IT support, Help Desk and Customer Service, On site Tec support, Remote access, VPN connection issues, Software installs and support, Citrix applications with user interface, Hardware support including upgrading of drives, boards, memory, computers, printers.

9/99 – 3/06 
Confidential. Rochester, NY 14623
Client Service Support II / Help Desk

  • Provided first-line telephone technical support of PC hardware, servers, printers, applications for customers and/or employees
  • Answered questions for customers about installation, operations, customization, and usage of assigned products.
  • Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures including virus protection Escalated complex problems to the higher level of expertise within the organization
  • Assisted in training of new Help Desk Agents as needed
  • Strong people skills, phone skills and customer satisfaction

Confidential– Rochester, NY
Course Instructor

  • Assisted users in their Microsoft software study paths
  • Conducted Orientation and Informational Meetings for new clients

Confidential– Rochester, NY
Computer Input and Stock Keeper

  • Performed computer transactions for shipping and receiving with established schedules
  • Kept accurate inventory records of parts and products
  • Prepared job orders and kits and issued them to work centers
  • Served as a warehouse Lead Person

EDUCATION:

Technical Computer Training at Confidential
Confidential College

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