Central Help Desk Specialist Resume Lake Mary, FL - Hire IT People

SUMMARY

Exceptional customer service skills
High level of written and verbal communication skills
Capable of managing multiple tasks in a fast paced environment
Experienced in handling calls and following the call flow process to ensure resolution and exceed client expectations
Strong platform in many operating systems including Windows XP, Window 7, Windows 8,Windows 10 & Mac OS
Proficient in Microsoft Word, Excel, PowerPoint, Access, and Outlook
Skilled in troubleshooting mobile operating systems such as Windows OS, Android, and iOS
Adept in the use of the Service - Now

PROFESSIONAL EXPERIENCE

Confidential, Lake Mary, FL

Central Help Desk Specialist

Responsibilities:

Provided technical support via phone, email, and chat support for for staff, faculty, and students for over 75 universities throughout the United States
Created knowledge base articles and trained technicians on client systems and procedures
Sent out outage and incident reports to aware staff of system outages
Assisted in creating and enabling Active Directory accounts as well as resetting passwords
Provided Remote Desktop support for customers using Cisco WebEx and Zoom
Walked customers through installation and configuration of software on Windows and Mac computers
Diagnosed, troubleshot, and resolved software, hardware, and network connectivity issues

Confidential, Orlando, FL

IT Technician

Responsibilities:

Setup computers in classrooms and labs to ensure proper software, hardware, and networking configuration
Resolved network, software, and hardware issues to enhance speed, efficiency, and reliability of all student and staff equipment
Repaired audio visual and computer issues for class in progress issues and created good rapport with instructors and students
Upgraded memory and installed new operating systems on all computers on campus
Installed and configured peripherals for classrooms, labs, and administrative offices on campus