Help Desk Consultant Resume Windsor, CT - Hire IT People

PROFESSIONAL SUMMARY:

Reliable customer service professional skilled in hardware and software troubleshooting. Looking to build a career in a field focused on customer service, technology and above all, providing the best experience possible to both team members and customers.
Experienced in troubleshooting Citrix, VPN, and LAN systems.
Familiar with ITIL incident management service processes.
Committed to customer service oriented troubleshooting and assistance
Excellent communication skills.
Proficient in working with end - users, remotely or in person.
Familiar with Windows, Android and iOS operating systems.
Versed in installation of applications, software, and operating systems in Windows and Android environment.
Partnered with Level Two and Three desks based globally to resolve complex problems requiring escalation
Proven ability to manage multiple tasks/priorities while maintaining quality of results.

PROFESSIONAL EXPERIENCE:

Help Desk Consultant

Confidential -Windsor, CT

Responsibilities:

Serve as first point of contact for end users seeking technical assistance via phone, email, live chat or web portal.
Work with end user to gather all relevant data, including connection type, OS, platform
Utilize established framework to process incident records
Walk through, and educate end user on problem solving process in an efficient manner with a goal of avoiding future callbacks for the same issue
Provide virtual peer to peer and side by side coaching and shadowing to new trainees and underperforming colleagues

IT Support Consultant

Confidential - Northampton, MA

Responsibilities:

Develop and maintain social media accounts.
Remotely troubleshoot team website.
Place and receive support calls from team members regarding website, forum, and social media.
Remotely support and train team members on Android, iOS and Windows devices.
Update antivirus software and perform virus removals on team member devices.

Level One Help Desk Consultant

Confidential - Springfield, MA

Responsibilities:

Field 30-50 calls daily; initial technical support contact for 30,000 internal employees
Appropriately troubleshoot and resolve or escalate a wide array of technical issues
Thoroughly document each interaction in a clear and concise manner
Properly establish major incidents with appropriate support team escalation
Work with end user to resolve escalated tickets
Create/update knowledge base articles focused on information gathered from resolving unknown issues and from various support teams

Certified Technician

Confidential - West Springfield, Ma

Responsibilities:

Recognize the needs of the customer and provide detailed technical information.
Respond to phone inquiries regarding service, sales and technical support.
Gather customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary
Remain current and up to date on new technology to better understand and provide value to the customer.
Schedule maintenance calls for customers with technical issues
Perform all repairs with utmost respect to the customer’s privacy.
Set up and troubleshoot home networking devices, peripherals and related software.
Utilize step based system for troubleshooting devices, maintain a high degree of associated records in regards to troubleshooting.