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Help Desk Coordinator Resume Samples
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6-10 years of experience
Provide excellent customer service to internal customers by analyzing technical problems and delivering solutions for issues. Support four locations and 4000+ employees.
- Successfully completed full 90-day new hire training within first 6 weeks. Commended for ability to learn quickly and adapt seamlessly to change.
- Delivered top metrics and customer service results; consistently ranked as a high performer.
- Partnered regularly with multidisciplinary teams and staff from entry level to senior management. Known for ability to translate highly technical information in user-friendly terminology.
- Trained new hires on technical best practices; provided daily training and support company -wide.
- Awarded “Top Technician of the Month” after successfully eliminating more than 60 outstanding ticket issues for a co-worker. In addition, earned multiple Customer Service Excellence Awards.
- Selected as member of special projects including system migrations, application upgrades, and network updates. Facilitated conference calls to ensure project deliverables were completed on time. Contributed to the creation of user-friendly system and process documentation.
- HDI Support Center Analyst Certified
0-5 years of experience
- Installed and configured Windows XP Platforms on desktops and laptops and provided 1st and 2nd tier technical phone/hands on support.
- Covered LAN/WAN connectivity issues, software/hardware issues, email questions, internal network configurations, OS problems, 3rd party plug-ins, non [company name] products, and related peripherals.
- Managed Active Directory users and computers, and Exchange 5.5 within Windows 2000/2003 Server environment.
- Engaged in MIS/IT Administration; created email accounts, configured servers/shares, reset passwords, enforced security policies, created groups/distribution lists, installed network printers, etc.
- Installed user phone systems and configured voice mail for each individual user; consistently achieved ‘First Call Resolution’ rate of 70% for all incoming tickets.
- Decreased Average Seconds to Answer from 420 sec to 90 sec and increased Telephone Service Factor from 65% to 85%.
0-5 years of experience
Deliver Information Technology services as a first-level support technician in software, hardware and server applications to serve 3,300 users within the department. Collaborate on a 12-person team and complete duties on the night shift with two other team members. Provide training to new staff as necessary to ensure comprehension of duties.
- Assist staff in patrol vehicles and internal facilities, including jails, the courthouse and 10 administrative offices.
- Manage UNIX mainframe operations to ensure all jobs are properly backed up and stored, physically switching out storage tapes after backup and transporting each to an offsite location to maintain security.
- Establish work orders using LANDesk for end users, routing orders to appropriate departments to streamline support, and perform Tier I troubleshooting, resetting network passwords and forwarding complex issues to PC LANDesk technicians, contacting on-call staff during the night shift for critical issues that cannot wait.
- Troubleshoot and replace Lexmark 2500 series and HP LaserJet printers onsite and through remote instructions.
- Support deputy sheriffs in the field with passwords and lockouts, resetting RSA tokens on laptops.
- Provide assistance for high-level security service applications for staff and field law enforcement teams.
- Utilize LANDesk Management Suite and Microsoft Terminal Services (MSTSC) to remotely manage desktop and laptop systems on a daily basis, ensuring comprehension of functionality by team members and providing support.
0-5 years of experience
- Coordinated day to day operations to ensure quality of service and customer satisfaction
- Create and administer trouble tickets through ticketing system
- Install and configure network devices (IE: network printers, IP phones, laptops)
- Maintained Non-secret and Secret, physical and digital documents for mission critical operations
- Resolved fiber optic issues to maintain post security
- Utilized technical solutions in addition to managing communications between shifts
0-5 years of experience
- Supporting company’s internal E-Learning application by helping employees overcome technical barriers.
- Reporting bugs in application with possible solution to dedicated teams.
- Managing the courses result portal by resolving the ambiguities reported by the employees during/after the assessment.
- Managing the classroom trainings portal by manually nominating/denominating employees in times of technical errors.
0-5 years of experience
- Managed entire department administratively through various changes in ownership
- Assist three department managers and their teams with administrative support
- Provide timely technical support to all users from troubleshooting to resolution of issues
- Managed IT inventory and equipment distribution for entire organization
- Research and provide feedback to the team and management regarding equipment purchases
- Maintain system life cycle rotations and installation of new equipment
- Provisioning and monitoring of user accounts, permissions and access
- System monitoring and general desktop support of all computer users
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[Help Desk Coordinator]
Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
