IT Helpdesk Support Resume Sample
Giovanny Feest
69940 Ed Villages,
New York,
NY
+1 (555) 377 3705
Work Experience
Corporate IT Helpdesk Support Specialist
12/2017
-
PRESENT
Boston, MA
- Receives, tracks, responds and resolves OfficeMate Customer Care calls
- Provides training and support for simple to complex technical issues related to OfficeMate and OfficeMate Enterprise software
- Identifies technical issues through problem duplication and manipulation of customer data to provide details to the OfficeMate development team for product correction and improvement
- Maintains all defined service standards
- Able to function in a friendly and outgoing environment
- Administer help desk software utilizing our incident ticket based system (ServiceNow) and redirect incidents to appropriate resources throughout the global IT team
- Customer service orientation, problem-solving skills, strong attention to detail, stress resistant
- Software applications support
IT Helpdesk Support
07/2013
-
09/2017
Phoenix, AZ
- Excellent communication skills, including listening and questioning
- Exceptional critical thinking skills to assist in problem solving
- Work independently as well as to meet deadlines
- Strong skills in Microsoft Office. (Excel, Word, Access, etc...) Adobe Applications, Windows 7/10
- Arrange, deploy, and move desktop setups in order to accommodate new hire’s and user relocation
- Strong client OS background including Windows 7 and Windows 8. Familiar with studio development applications including: Perforce, DevTrack, Visual Studio, Maya, Photoshop
- Strong hardware and software troubleshooting skills in a fast paced environment required
IT Helpdesk Support Representative
07/2010
-
04/2013
Boston, MA
- End user help-desk support & troubleshooting
- New employee setup & training for all required systems (computer hardware, software, connectivity, telephone, e-mail, access rights, etc.)
- Continuously looking for improvement in IT-related areas to increase business efficiency
- Prepare site notices, user guides, and training documents to inform users about IT topics
- Monitor incoming customer service requests and perform initial troubleshooting steps by working with clients over the phone, via email, or remote access
- Answer inbound calls and emails and assigning tickets to appropriate operation groups
- Reset passwords for providers and account holders
- Use support models to assist callers with specific requests
- Update customer through verbal and written communication throughout lifecycle of the incident or request
Education
University of Phoenix - St. Louis Campus
2005 - 2009
Bachelor's Degree in Management
Professional Skills
- Excellent communicator with strong time management and prioritisation skills
- Excellent analytical interpersonal, time management and problem solving skills required
- Excellent written and verbal communication skills to write, document and explain technical issues
- Advanced troubleshooting skills in the areas of networking, computer operation, hardware, and software
- Work in a fast paced environment and prioritize effectively to meet the ever changing needs of the users and the company
- Prior experience in a high volume technical support environment
- Highly developed computer skills with an emphasis on MS Word and Excel
How to write IT Helpdesk Support Resume
IT Helpdesk Support role is responsible for software, microsoft, word, mac, training, auditing, security, wireless, reporting, research.
To write great resume for it helpdesk support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For IT Helpdesk Support Resume
The section contact information is important in your it helpdesk support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your IT Helpdesk Support Resume
The section work experience is an essential part of your it helpdesk support resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous it helpdesk support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular it helpdesk support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative IT Helpdesk Support resume experience can include:
- Experience with PC operating systems including Windows NT, 2000, XP and Windows 7
- Extensive experience in ApplicationXtender, importing various type of document/files and indexing
- Basic skill with Microsoft Office Suite of tools including MS Word and Outlook are required
- Demonstrate advanced proficiency at the Linux / UNIX command line involving a variety of utilities
- Operate a computer and work with PC based software programs is required
- Demonstrate high level knowledge of the Linux OS internals
Education on an IT Helpdesk Support Resume
Make sure to make education a priority on your it helpdesk support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your it helpdesk support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in IT Helpdesk Support Resume
When listing skills on your it helpdesk support resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical it helpdesk support skills:
- Understanding of Shell Programmer skills
- Maintain and develop own knowledge and skills to assist with first time fault resolution
- Strong in File and Print Server Management; Knowledge in Windows Security; experienced in
- Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
- Previous experience in one or more of the following areas is desired: IT helpdesk, gaming company technical support, or casino technical support
- Previous experience administering operational relationships with existing vendors
List of Typical Experience For an IT Helpdesk Support Resume
1
Experience For Corporate IT Helpdesk Support Specialist Resume
- Demonstrate proficiency in Linux security and LVM
- Demonstrate advanced proficiency in RHEL Linux. Knowledge of Windows server is an advantage
- Dealing with incoming faults in a professional, courteous manner over the phone and Service now Tickets
- Taking ownership of faults and managing them in a logical and methodical manner
- Ensuring all faults are progressed & cleared within SLA – escalating to other internal teams as appropriate
- Diagnosing and resolving problems to the customers satisfaction
2
Experience For Senior IT Helpdesk Support Specialist Resume
- Reporting the KPIs using Service Now Performance Analytics & define operational excellence initiates
- Conducting full and through diagnostics with end users to enable first point of contact fault resolution
- Sharing knowledge with team colleagues
- Understanding of configuration management tools or custom scripts
- Emergency “out of hours” support and flexibility in assisting domestic and overseas IS colleagues outside of normal hours when business needs dictate
- Proactively keeping the customer informed of progress
- Service Now Ticketing Tool knowledge on Incident, Request, Problem, Knowledge & Change Management
- With added advantage with knowledge of Six Sigma, project management, reporting benchmarks
- Proficient to support issues related Linux physical or virtual servers using Red Hat Enterprise Linux(RHEL)
3
Experience For IT Helpdesk Support Technician Resume
- User management access, application support, disk space management with LVM/SAN and responding to alerts
- Basic knowledge of computer network concepts
- Provide 1st & 2nd line technical support to the business via phone, walk-ups, email and our ticket management platform ServiceNow. Requests managed for our European customers as well as offering support to our global customers when calls are routed from the US helpdesk team
- Escalation of incidents to European 2nd & 3rd line support staff team members
- Ticket management and ownership with root cause analysis when appropriate
- Manage and maintain IS assets, network, contacts and service contracts inventory
4
Experience For IT Helpdesk Support Representative Resume
- Triage and troubleshoot moderate to complex end user problems. This would include the usage of remote diagnostic tools to support off-site customers
- Provide 1st line support for Enterprise applications including Oracle, Agile, Siebel and QlikView escalating incidents and liaising with third party support where appropriate
- Support for printers and other peripherals across the business
- Configure and deploy PC/laptop Hardware and Software across Europe
- Adherence to Service Level Agreement timelines and requirements
- Maintenance of files and records for auditing purposes and the ability to create clear, understandable technical documentation for the benefit of our team and customers
5
Experience For IT / Helpdesk Support Technician Resume
- Assist other European IS Support staff as needed
- ITIL Foundation v3 2011 qualification desirable
- Identify and escalate repeat issues or service risks into service management teams
- Outlook Client Support, MS Windows, Office and other MS Client Application Support
- Proficient in Microsoft OS. In-Depth knowledge of Active Directory and DNS structure
6
Experience For IT Helpdesk Support With English Polish Resume
- Manage a number of scheduled tasks for customers, designed to ensure that the customers
- Production support for all reported server issues or change requests
- Support DBA's and Application/Functional Team for any Infrastructure related issues or requests
- Work with product vendors' support team for product related issues
- Assist employees with configuration and setup on mobile devices
- Troubleshoot and resolve calls / emails from employees who are having issues including unable to login, unable to access the internet, unable to access corporate wireless, unable to VPN, and similar
7
Experience For Home Office IT Helpdesk Support Services Resume
- Interact with the server and network teams, as well as internal company employees, assisting them remotely, and ensure high levels of customer satisfaction
- Track incidents, requests and problems in an IT Service Management tool
- In a customer support role
- Assist with IT general IT administration activities and services
- A person with aspirations to build their IT career within a large corporation
- Work with team members across multiple sites
8
Experience For IT Helpdesk Support Resume
- A current driver’s licence
- Acts as first line of communication and support for all software, hardware, and telephone related issues
- Logs technical issues for helpdesk
- Create ITC tickets for all Telephone issues. (Maintenance, Outage, etc.)
- Notify internal maintenance dispatch on various issues
- Follow up on open Heat Tickets previously assigned and make inquiries on the unacknowledged and incomplete tickets within allowed time for each task
List of Typical Skills For an IT Helpdesk Support Resume
1
Skills For Corporate IT Helpdesk Support Specialist Resume
- Experience with any kind of customer service, preferably from an international business environment
- Relevant technical support experience
- Manage multiple projects at once and prioritize based on urgency and requirements
- Two to four years of technical support or equivalent experience
- Two to four years of experience in a customer service environment
2
Skills For Senior IT Helpdesk Support Specialist Resume
- Provide excellent customer service orientation
- MS Excel experience is desired
- Experience as described above can be substituted on a year-to-year basis for the required college education
- Willing to learn and help with gathering information and maintaining inventory of equipment, etc
- Working knowledge of IT ticketing systems/documentation
- Working knowledge of Application Generator/ApplicationXtender document manager
3
Skills For IT Helpdesk Support Technician Resume
- Working knowledge of enterprise tools and applications ex. VPN tools, Antivirus tools
- Working knowledge of outlook and Exchange server
- Maintaining IT helpdesk and service requests
- Reporting of IT service requests
- Supporting Technical staff in PC rollouts and other project work
- Knowledge of basic research techniques and applications using Google or Bing
- Initial induction and technical training
- Great health and wellness benefits with the company paying over 80% of insurance premiums
4
Skills For IT Helpdesk Support Representative Resume
- Knowledge of the principles of determining the source of the problem while on the phone with customers in regards to desktop, network systems, or applications
- Knowledge of Cherwell ticketing system
- Etup, configuration, troubleshooting of desktop/notebook hardware and software (Windows 7, 8,10)
- Team player who is willing to learn and able to share knowledge
- Availability to work in shifts and during weekends
- Administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup
5
Skills For IT / Helpdesk Support Technician Resume
- Installation, configuration, troubleshooting and customization of MS Office 365 and Office Suite applications per customer's preferences
- Work efficiently in a fast-paced, innovative environment demonstrating high energy, a sense of urgency and decisiveness
- Assist with maintaining the Asset Register so as to ensure its accuracy
- Assists end-users with creating Heat Ticket on desktop computer, and network related problems or escalates to appropriate IT staff where necessary
- Assists in support of user accounts including but not limited to audit, security, violation enforcement, tag store operations, and telephones
- Provide first call resolutions to end user using an internal knowledge base
- Maintains complete accurate documentation of all customer interactions before escalating to local technicians
- In addition to a CGI background a government required background investigation and drug screening are required
6
Skills For IT Helpdesk Support With English Polish Resume
- Provide training for Enterprise applications and perform IS inductions for new starters. Management of our leavers’ process when required
- Work in a multinational team or simply get along with people from various culture backgrounds, tolerance and sensitivity to cultural differences are important to us
- Extensive benefits package including five weeks holiday, social activities, lunch vouchers and more
- On-going professional training and development such as opportunity to obtain generally accepted IT industry certifications – ITIL, HDI, CompTIA, which provide a solid foundation for further IT career growth
- Windows operating systems savvy
- Competitive compensation with bonuses
- Select and provide appropriate information to others
- Act as a spokesperson
- Work as team member on group projects
7
Skills For Home Office IT Helpdesk Support Services Resume
- Knowledge of Microsoft applications software
- Identifies, diagnoses, and resolves Level One and above problems for local and remote end-users
- Provides one-on-one end-user problem resolution for approved software
- Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements
- Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements
- Delivers, asset tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals.gure approved end-user mobile devices for connectivity to system and troubleshoot basic communication issues
- Configure approved end-user mobile devices for connectivity to system and troubleshoot basic communication issues
- Provide basic support for all IT related hardware, peripherals, copiers and network access
- Provide end user level administration support for Pronto related issues and escalations, as necessary
8
Skills For IT Helpdesk Support Resume
- Provide basic Active Directory management and maintenance, assisted by Systems/Network Engineers
- Communicate with Konami HQ IT in Japan for day-to-day business requirements, including but not limited to, DWP form submittals, Lotus setup and configuration, video conferencing setups and Kessaisho submittals as needed for purchasing requirements
- Experience in helpdesk
- A strong desire to learn and keep abreast of new and emerging technologies and gaining understanding of how to apply these effectively to the work environment to enhance efficiency
- 1+ ears of Technology Support experience
- Advanced understanding of Microsoft Office products and troubleshooting issues
- Basic understanding of VOIP phones, cellular/smart phones, wireless Internet cards and all other telecommunications devices and equipment
- Able to provide technical support in person and over the telephone in a professional manner adhering to Konami standards
9
Skills For Corporate IT Helpdesk Support Specialist Resume
- Work with little or no supervision and be proactive in all situations
- Assist in the analysis, design, and documentation as required to support the development, enhancement, and maintenance of the Company’s systems/applications
- Experience as a call center analyst with a proven track record of success supporting technical issues with network connections, PC’s, Microsoft Outlook and especially telecommuter configurations and security
- Familiarity with remote support tools such as Microsoft’s Remote Desktop and SolarWinds’ DameWare, or similar (e.g. VNC, or Symantec’s pcAnywhere)
- Customer service experience in an IT support role
- Experience in hospitality or technical support sector
10
Skills For Senior IT Helpdesk Support Specialist Resume
- Experience with IT helpdesk systems
- Experience with Level 1 IT general support
- Demonstrated ability to manage time and multi-task
- Qualification in Hotel Management or I.T. related discipline
- Present ideas in user-friendly tone to non-technical employees
- Level 1 IT client service support
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