Summary of Qualifications

Experienced and knowledgeable professional seeking to contribute acquired skills within a Help Desk support role. Highly skilled in providing Customer and End-User Help Desk Support. Technically proficient in hardware/software, network/remote access technology, account administration and wireless networking technology. Ability to work independently and in group settings while providing all facets of computer help desk support such as troubleshooting. Identifies and resolves technical issues and concerns. Proactive, quick learner possessing excellent communication skills and presentation capabilities. Maintains professional demeanor and the highest degree of integrity and confidentiality with sensitive information.

Technical Proficiencies

Platforms: Windows XP/Vista/7, Command Line (DOS), Mac OS, Linux (Novice User),
Mobile Platforms (IOS/Android)

Networking: LAN/WAN Basics, Switches/Routers/Access Points, Cabling, VPN (Novice User)

Languages: CSS/HTML (Novice User)

Tools: Norton Firewall and Ghost, Symantec Endpoint, McAfee/Norton/Kaspersky
Webroot Virus Protection Utilities, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Adobe Creative Suite, Acronis, VMWare

Skills: Computer Diagnostics and Repair (Hardware/Software), Computer Building
(Upgrades/Maintenance), Electronics Repair, Software Quality Assurance, social media platforms

Professional Experience

Confidential, San Antonio, Texas October 2012 – Present
Tier 1 Helpdesk Technisource Contractor

As a helpdesk analyst, supports branch hardware, network, and software with an emphasis on customer service. Identifies, analyzes, and resolves complex problems and situations. Advises management of critical needs, progress, and results in a timely manner. Supports all inbound contacts via remote, web, phone, and chat; conducts accurate and detailed logging, ticketing, and tracking of all calls in ServiceNow and ResolveIT systems; provides accurate, timely and professional resolution for all supported issues; follows up on all incidents and service requests in a timely and professional manner. Maintains ownership of all problems, escalating problems as necessary. Utilizes all available tools to determine, diagnose, and resolve problems. Develops proactive problem determination, diagnosis, and resolution. Analyzes and resolves a combination of voice, data, and network problems experienced by end-users in a quick and efficient manner.

Confidential, San Antonio, Texas February 2012 – October 2012
Geek Squad – Advanced Repair/Technology Education Agent

Initially served as an Advanced Repair Agent and as a brand ambassador for both the Geek Squad and Best Buy Brands. Assessed, tested, and performed customer and store product repairs. Diagnosed technology issues and created the best solution for resolution in a quick and accurate manner. Performed product maintenance, repairs, and services to ensure customer’s needs were fully resolved 80% of the time. Served as primary back up for the Operations Agent and performed other duties as assigned 20% of the time. Promoted to Technology Education Agent in October 2012 and was responsible for educating customers on how to utilize, understand, and enjoy their technology to better serve their lifestyle needs.

Confidential, Virginia Beach, Virginia November 2010 – February 2012
Geek Squad – Counter Intelligence Agent

Confidential, Fairview Heights, IL February 2008 – October 2010
Geek Squad – Counter Intelligence Agent

Assisted customers within the Precinct’s Standard Operating Platform. Provided initial contact with clients and checked in products for service. Performed basis testing to determine product needs and service solutions. Facilitated in-store sales, upgrades, installations, and service. Knowledgeable in troubleshooting hardware, peripherals, software, operating systems, and Internet connections.

Confidential, Springfield, IL June 2007-February 2008
Geek Squad Agent

Provided customers with repair, installation and service of products in the store. Provided the initial contact with customers, checked in product, and ran basic tests to determine product needs and service solutions. Performed product shipping and receiving, product maintenance, repairs, and services. Assisted sales team to explain services and technology to customers. Maintained department communications. Performed administrative activities for the Geek Squad Precinct.

Confidential, Springfield, IL February 2007-June 2007
Customer Service Specialist – Computer Retail

Provided an exceptional in-store customer service experience by engaging proactively and working to ensure customers were satisfied. Utilized sales principles by interacting with every customer to drive incremental sales opportunities. Performed merchandise-related activities such as planogram, merchandise, and price changes.

Confidential College , Computer Information Systems/Electronics, Some college credits received

Confidential College , Graphic Design, Some college credits received

Confidential High School , High School Diploma

Professional Memberships/Awards

• Intel Retail Edge Employee Training website member
• Microsoft Expert Zone Training website member
• Best Buy, San Antonio, TX – presented with over 30 awards from peers for outstanding performance as well as commended on efforts as a Geek Squad agent