Help Desk Coordinator Resume

SUMMARY:

Extensive knowledge and troubleshooting experience with Microsoft Windows operating systems and associated pre - packaged software.
Working knowledge of Wireshark packet analysis.
Hobbyist experience with Javascript and Python scripting.
Self-taught UNIX system administration.
Knowledge of common vulnerabilities and security flaws.
Experience virtualizing Cisco lab environments in GNS3.
Theoretical knowledge of various common network protocols.
Strong troubleshooting and critical problem solving methodologies.
Familiarity with a wide range of Windows and CentOS operating systems.
Experience troubleshooting Android, iOS, and Blackberry mobile devices.
Maintain a Secret level security clearance.

EXPERIENCE:

Confidential

Help Desk Coordinator

Responsibilities:

Diagnose and either resolve or escalate issues to the appropriate team based on customer provided information.
Maintain working knowledge of a broad base of technical issues in order to efficiently process or resolve customer requests.
Maintain familiarity with Windows command line tools for diagnosis purposes.
Assist users with issues ranging from VPN - related problems, to hardware failure, to network routing issues.
Reliably maintain above a 90% first call resolution rate with average handle times under six minutes.
Met and exceeded all service level agreements within the first month with the organization.

Confidential

Lead Sales Representative

Confidential

Military Sales Representative

Confidential

Vendor-Stocker and Merchandiser

Confidential

Computer Repair Technician