L1 Service Desk Technician Resume

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

L1 Service Desk Technician

Responsibilities:

Resolve technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
Troubleshoot CISCO Jabber, Outlook Exchange, Outlook 365, Microsoft TEAMS, and other software.
Use Remedy (ITSM) ticketing system & Service Now (ITSM+)
Diagnose, identify, isolate, and analyze problems utilizing historical database records.
May route calls to product line specialists, application, or system support specialists.
Maintain and update records and tracking databases using Active Directory
Alert management to recurring problems and patterns of problems.
General supervision and instructions given for routine work, and detailed instructions given for new activities or special assignments.
Involved in obtaining or providing information or data requiring some explanation or interpretation.
Remedy ITSM Ticket System
Create and update tickets
VDI (VM Ware)
Account unlocks
Account password resets
Microsoft Teams
Troubleshoot Java, SSL State clearing
Ticket escalation
Meet with customers over teh phone and by email

Confidential

Onsite Technician

Responsibilities:

Confidential

Quality Assurance Inventory Control

Responsibilities:

Document changes to inventory and report to suppliers and upper level management
File logs & reports
Provide written & oral communication to associates, management team, suppliers & customers
Analytical work using data to provide thought-provoking and workable solutions to problem solve
Use data to problem solve
Monitoring and maintaining to stay in cold chain compliance
Apply a level of accountability for not following cold chain compliance and quality standards or procedures
Monitor cameras, alarms
Inspect inbound and outbound trailers
Conduct perimeter checks for any breaches, animals on teh property and pest infestations
Document any unsafe act and damage being performed inside and outside teh warehouse
Monitor terminated employees, new hires, power equipment license renewals, print out ID badges
Everyone who enters teh facility is checked for their ID badge or has an approved escort
Update Safety Data Sheet (SDS) manuals in facility
Monitor water lines, fire extinguishers, fire hoses, and check for any damage
Organize and file employee files, safety observations, trailer seal records, and training logs and videos
Handle all incoming phone calls, tan transferring calls to a manager
Email managers with updated safety numbers and trends
Handle hot works permits being performed inside or outside teh facility
Conduct severe weather, ammonia, and fire drills annually

Confidential

Service Desk Technician/ Internship

Responsibilities:

Meet with customers face to face, over teh phone and email
Follow-up with customers and walk them through teh problem-solving process
Ask pertinent questions
Troubleshoot and run diagnostic techniques
Document and record events, problems, and resolutions in logs
Identify and suggest possible improvements
Clean & organize work area
Ticket system technology
Log into inventory tablets, computers, accessories, speakers & security cameras
Install racks for a Storage Area Network (SAN) & for a Cisco router and Cisco switch running fiber optic cables
Troubleshoot VPN connectivity, wireless connectivity, Ethernet/network connectivity for Cisco IP phones, printers, and desktop computers