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Helpdesk Technician Resume

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Aventura, FL

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EXPERIENCE

04/08 - 07/2011 Confidential, Montvale, NJ
Sr. Helpdesk Technician

  • Provided daily support for end users within the firm for the Information Technology (IT) infrastructure and Application Support.
  • Recorded problem systems and status information through the use of an internal tracking system.
  • Troubleshoot workstation access, applications software and functional application support, using knowledge of network operating systems or by notifying the appropriate support organization.
  • Maintained technology guidelines, operating procedures and support documentation.
  • Proactively maintained communications with callers through analysis and resolution process particularly in difficult customer situations in order to keep them informed of status and provide follow-up once resolved to help ensure end user satisfaction.
  • Supported the implementation and deployment of internal business systems and solutions.
  • Provided resolution and support documentation for use by new hires.
  • Escalated or consulted issues with second level support and management when solution is unclear.

06/07 - 04/08 Confidential, Elmsford, NY
Account Services Specialist

  • Retained major Corporate and Government customers requesting to disconnect service.
  • Interfaced with Sales, Network, and Customer Operations contacts to resolvethe customer's account and product issues if necessary.
  • Solved customer issues by thinking outside the box.
  • Identified and customize wireless\\voice\\data products and services to retain accounts.
  • Negotiated business proposals, including contract extensions in order to retain the account for longer periods.
  • Maintained business relationships by remaining in contact through Email and phone with authorized contacts on retained accounts.

12/04 - 06/07 Confidential,West Nyack, NY
Lead Retail Consultant

  • Promoted to Lead Retail Consultant within my first year of employment.
  • Responsible for daily management of the sales floor and back office paperwork.
  • Provide recommendations on all store products and services.
  • Handled all Customer service issues and escalations.
  • Maintained knowledge of new or revised methods and procedures as products and systems changed.
  • Trained and coached store employees in daily duties related to sales and customer service.
  • Merchandised the store consistent to Sprint/Nextel planogram.
  • Responsible for daily opening and closing procedures.

EDUCATION

Major: Liberal Arts

SKILLS
Windows XP, Vista & Windows 7. Microsoft Office Suite -. Adobe Acrobat. Dell, HP, Compaq desktops, IBM clones & generic hardware platforms, printers, scanners and communications equipment-LAN, Cable and DSL modems.

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