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IT Help Desk Support Resume Samples
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0-5 years of experience
Took lead role in IT support, performed desk-side support on over 35 Desktop units, 25 Zebra printers and 10 Laptops, 2 servers, Tape Drives, CCTV
- Installed & diagnosed data cables/ports from CISCO routers, switches, servers.
- Saved both money and time for the organization based on 99% productivity
- Negotiated commodities contract reducing costs to the organization by $70,000 annually
- Selected as Lead role in team leadership over peers/shifts
- Collaborated with leadership to restructure facility layout increasing productivity by 25%
6-10 years of experience
Supported Utah County employees’ computer help desk needs by phone and one-on-one support. Entered county work order requests into Track-It database and monitored work order completion. Initiated back-ups on county Sun Microsystems’ UNIX server. Built, installed, and configured necessary computer hardware and software applications to complete work orders in a timely manner.
- Main help desk technician for all divisions of the Utah County Health Department.
- Commended by supervisor and co-workers for dependability, honesty, and integrity through job evaluations over a six year period.
- Oversaw roll-out of over 100 new PC workstations/laptops at the Utah County Health Department & the Utah County Sheriff’s OfficeHea. Built and configured PC workstations with OS (Windows Vista/XP/2000/NT/98) and proprietary [company name] software.
- Configured proprietary software to various county department specifications and performed on-site consultation, training and installation services. Remotely managed Windows PC workstations at county department locations.
- Increased customer satisfaction and customer care team efficiency by implementing new processes, procedures and the trouble ticket database.
0-5 years of experience
Provided tier one IT technical support to computer system users via phone, remote assistance and through email.
- Detected and resolved customer issues and errors in campus computer systems.
- Performed minor repairs on hardware, software and peripheral equipment.
- Maintained documentation records regarding equipment installations and replacements.
- Assisted in the management of a print database used by multiple campuses.
0-5 years of experience
Provided first level remote IT services and assisted with the delivery of higher level services to our customer Abercrombie & Fitch.
- Configured A&F applications on U.S. and European [company name] devices to use the same network protocol by setting the protocol order.
- Diagnosed and resolved end-user network and local printer problems.
- Assisted A&F end-users support via email, phone or other channels.
- Contributes daily to technical discussions with other U.S and international computer analysts on a decision concerning [company name] devices with issues
- Provided various reports to Abercrombie & Fitch generated through [company name] Report Manager (XRM) which illustrates to the client how well our services are performing and where improvement is needed.
- Traveled in-state to remote sites as required.
0-5 years of experience
Performed migration from Windows NT environment to Windows 2000 and Active Directory.
- Implemented Network security through use of Cisco PIX firewall and VPN’s between remote offices as well as central offices.
- Implemented call accounting software (Application Suite) on site or remotely using PCanywhere and LogMeIn.
- Installed and configured PBX’s on clients sites.
- Maintained daily call accounting data backups on remote servers, also revived servers from crash and/or fail state.
- Trained several clients on Application Suite, how to run custom call accounting reports, 911 calls, outbound usage, and plenty more using WebEx.
0-5 years of experience
Provided computer help desk support via telephone communications for over 300 end-users, and about 20 calls daily.
- Resolved problems within Microsoft office (outlook, excel, etc.).
- Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, etc.
- Installed, repaired and setup computer peripherals
- Performed set-up, break-down, and transport of company electronic equipment on an as-needed basis.
- Attained some and basic knowledge of RPG IV Programming on the AS/400.
0-5 years of experience
Managed help desk calls for 5 different branches
- Provided solutions to problems pertaining to Microsoft Office, Vista, Harmony, Laserfiche, Sharepoint Services, Client Connect, and Cisco VPN software
- Managed Active Directory
- Utilized Symantec Backup Exec for daily backups; Responsible for inventory and asset management; Configured new and existing users for PBX phone system.
0-5 years of experience
Perform first call resolution when call volume and staffing levels permit.
- Demonstrating an exceptional customer service orientation receive and log all support request from WRI associates to comply with current SLA (service level agreement).
- Resolve assigned incidents and work orders by due date.
- Assisted numerous clients with 100% satisfaction on all surveys.
- Attend and participate in weekly Help Desk meetings
- Monthly client satisfaction survey/sweep, record client responses and create incident request for reported issues.
0-5 years of experience
Provided helpdesk support and resolved problems to the end users satisfaction
- Monitored Service Desk tickets assigned to the queue
- Modified configurations, utilities, software default settings etc. for local workstation
- Installed, tested and configured new workstations, peripheral equipment and software
- Managed PC setup and deployment for new employees using standard hardware, images and software
0-5 years of experience
- Functioned as a Senior Tech fielding calls and assisting other technicians when issues occurred. Received calls from pharmaceutical representatives, and regional directors.
- Managed various areas of support which included broadband connectivity, troubleshoot hardware/software issues, reset, provisioned and unlocked accounts as well as passwords.
- Maintained and monitored support for all TCP/IP network configurations (LAN and WAN).
- Performed as a PKI certified analyst that created and recovered PKI certificates and profiles for VPN access.
- Functioned as a hardware coordinator, responsible for hardware inventory and maintenance on company computers.
0-5 years of experience
Answered Help Desk incoming calls; provide first line response for users requiring assistance with information technology issues and problems.
- Escalated more involved problems to the appropriate tier level support teams; act as a liaison between customers and technical escalation teams and conduct follow up as appropriate
- Interacted with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems with Tier 2 support.
- Assessed the nature of technical issues to determine appropriate actions via desk-side or remote assistance.
- Operating system and application installation/configuration
0-5 years of experience
Provided Level I and II pc/ mac phone/ desktop support for over 800 in-house and remote users
- Built and configured workstations for rollouts.
- Daily/Weekly/Monthly maintenance of installations, updates, reconfigurations, repairs, and replacements of desktop machines and printers.
- Assisted users by remote access with office applications.
- Assisted users with e-mail system and a variety of office applications.
6-10 years of experience
Provided daily IT Infrastructure and application support to end users.
- Answered, evaluated, and prioritized incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies.
- Logged and tracked calls using internal tracking system BMC Service Desk Express and Remedy Force.
- Analyzed and evaluated incident reports and make recommendations to Help Desk Manager for the problem management database.
- Handled problem recognition, research, isolation, resolution and follow-up for routine user problems while including other technical personnel on more complex problems.
- Create new employee accounts using Active Directory and Microsoft Exchange in addition to other internal systems.
0-5 years of experience
Provided telephone support to over 15,000 internal users for desktop/laptop/PDA issues with broad range of network and desktop knowledge.
- Accurately documented problem resolutions in Help desk tracking system (Remedy & GWI).
- Handled all Lotus Notes database issues including but not limited to: user permission, creating databases, restoring emails.
- Researched and resolved issues in a timely manner in accordance with company standards.
- Created/updated S.O.P.’s in Notes database. Escalated problems to appropriate teams based on established guidelines and procedures.
- Troubleshot network connectivity, printers, Lotus Notes and Outlook Exchange issues as well as external/internal application support.
- Participated in team projects that enhanced the quality or efficiency of service.
- Responded to customer requests for support via telephone, e-mail, IM, or walk ups.
- Tracked issues and trouble shot tickets until resolved.
0-5 years of experience
Provided computer help desk support via telephone communications with end-users.
- Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions.
- Performed all facets of computer help desk support such as troubleshooting, installations, and maintenance.
- Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns.
- Excellent communication and presentation capabilities.
0-5 years of experience
- Implemented customer call-center support procedures for 22 states and over 12,000 communities
- Troubleshot internet connectivity issues for phones, modems, and Outlook Express for end users
- Scheduled technical support to customer homes to ensure timely delivery of service
- Maintained a strong understanding of PC hardware, network drives and operating systems
0-5 years of experience
Monitors personal computer (PC) performance; Document all works in a Remedy Ticketing system.
- Utilize DMware equipment to collect remote end-users
- Utilize Active Directory to create user id and reset password and documented customers data.
- Maintained installation, configuration, and functionality of Lotus Notes software including set up account and preferences, run replication and configure mail server POP/IMAP and SMTP.
0-5 years of experience
Perform physical set up of desktop and install, configure, and modify hardware and software to ensure optimal performance.
- Manage over $200,000 of technical equipment and track all hardware/software in and out of inventory.
- Provide technical support for over 40 users nationally, including upgrades and updates.
- Monitor and track all phases of help desk support and prioritize and escalate issues, where required.
- Research and purchase all IT equipment ranging from network to computer accessories.
0-5 years of experience
- Answered 75-100 calls per day on global helpline, covering myriad issues for over 28,000 internal employees, and documented comprehensive resolutions via BMC Remedy ticketing system
- Provided users with remote assistance using remote desktop tools including LogMeIn, Remote Desktop, and SMS Tools software
- Used command prompt for shutting down, restarting, and pinging remote IP addresses
- Performed troubleshooting on various software including Internet Explorer, Citrix, and MS Office application suites, and performed upgrades, installations, and configurations of State Street applications
- Utilized Active Directory to ascertain user lockout statuses, group information, machine names, and general profile information
0-5 years of experience
- Taking inbound calls & e-mails involving end user support for customers & vendors, password resets, building users profiles.
- Resolved issues with internet, Direct TV Satellite, & phones.
- Recorded all interactions in company database interacted with other departments for accurate resolution.
- Provided one call resolution, solving a wide variety of problems on a continual basis.
0-5 years of experience
Provide analysis, diagnosis, and troubleshooting of customer’s computer and/or tablets and/or smart phones.
- Heavy use of both Windows (XP, Vista, 7 and 8) as well as all Mac OS.
- Remotely support clients using both Mac and Windows based computers via Bomgar Remote Control software.
- Ensure System Compatibility/Requirements
- Call Center/Remote Home environment
- Customer Service/Helpdesk heavy
0-5 years of experience
Demonstrated ability to communicate technical terms to non-technical educators/administrators from various school districts nationwide for State Readiness testing for students. Experience in Sales Force, Mo Map, INORS, IREAD, GA EOC/EOG and ISTEP Software.
- Indentified/corrected performance issues referring major hardware/software problems and defective
- Ensured proper installations of cables, operating systems and software by training users on the proper
- Evaluated/ conducted technical and functional research/analysis escalating unresolved issues to appropriate areas.
0-5 years of experience
Provided technical support to staff via telephone and/or in-person
- Diagnosed issues and performed troubleshooting for Windows XP/7 Operating Systems
- Accurately logged all support cases using proprietary ticketing software
- Responsible for scheduling and applying critical software patches and OS updates across enterprise.
- Updated/configured printer drivers for compatibility issues with recent operating systems
- Relocated computer equipment and peripherals
- Acted as technical liaison to staff, public, guest speakers, etc. etc. as required
- Provided and set up equipment (LCD projectors, sound systems, laptops, microphones, etc.) for in-house events
0-5 years of experience
Receive phone calls to address user computer/laptop/thin client questions and concerns.
- Communicate with co-workers to resolve problems
- Troubleshoot hardware and software issues over the phone and one-on-one
- Troubleshoot network problems.
- Setup and configured laptops and computers for end users
- Configure switch ports and VLAN’s
- Maintain company server room, assisting in wiring devices ex. servers, switches, routers
0-5 years of experience
Provide first tier help desk support. Identify any issue that would need to be escalated to level two for support
- Troubleshoot hardware, peripherals and software issues and make the appropriate recommendations.
- Create and resolve helpdesk tickets.
- Perform wire management for all labs and offices.
- Perform printer configuration, install printer’s maintenance kits, and install software updates as needed.
- Configure and install computers in both stand-alone and network environment.
0-5 years of experience
Troubleshoot devices such as Ricoh printers, MacBook’s, and computers with Windows 7 Operating systems.
- Assisted students and administrative staff members with software and hardware issues
- Created and completed technical issues using Remedy Ticket System
- Provided technical support in person, by phone and email
- Set up presentations using a laptop, microphone, and projector.
- Connected laptops to wireless network.
- Did daily inventory of laptops, equipment, and toner ink.
- Installed software onto computers that were in a Windows 7 environment.
- Used Shared Drive to download student software onto computers.
- Refreshed and renewed IP Address on Laptops.
0-5 years of experience
Troubleshoot a variety of network issues throughout 100 Gabriel Brothers and Rugged Warehouses.
- Troubleshoot support via Dame-ware Remote Client, Telephone, and On Site.
- Worked with POS systems, Windows Server Systems, Handheld devices, printers, PCs, tablets, iPads, telephone systems, alarm systems
- Respond to Administrative needs when necessary.
- Hands on with shipping and receiving IT items.
- Staging laptops, Motorola scanners, PCs, servers.
- Cook a large amount of food for over 100 residents. Monitor diets, diet changes frequently. Serve food to residents and make deserts with separate diets for each specific individual.
0-5 years of experience
Provided internal tier one support for the hardware and software issues of over 25,000 associates in branches and back offices across a 16 state footprint.
- Remote support using Bomgar and Microsoft SMS Remote Tool.
- E-mail Support (Microsoft Outlook).
- Troubleshooting and correcting issues with hardware, OS software, and applications.
- Technical support of Virtual desktops, laptops, multi-function printers, cellphones.
0-5 years of experience
Monitor ATM’s, servers and self-service telephone system
- Reset network passwords and usernames for employees in Active Directory
- Manage helpdesk tickets in Helpstar ticketing system
- Resolve hardware and software related issues
- Provide technical and customer support via phone 24/7
- Assisted with Windows 7 upgrade
- Created backup jobs on Symitar and handled backup tapes.
0-5 years of experience
Provided hardware support: installed Hard Drive, SCSI devices, CD- and DVD- ROMs, Modems, Video and Sound cards. Resolved Laser Jet 4si and 5si printer problems.
- Applied Hardware and Software troubleshooting experienced to resolve problems.
- Experienced with Remedy database and tracking tickets.
- Contacted the service vendors to purchase parts.
0-5 years of experience
Provided computer and peripheral device troubleshooting assistance to 113 employees.
- Helped employees get familiar with modern operating systems and software through new desktop and laptop rollouts.
- First point of contact for clients in person and via phone to direct them to an appropriate Probation Officer and provide necessary information in a timely manner.
- Installed Symantec Anti-virus software on office computers and verified users with the Network Administrator to ensure a safe security network.
- Set up presentation equipment and a local area network to provide training sessions and meetings in conference rooms.
0-5 years of experience
Provide desktop support for over 200 PC’s in the greater Cleveland area by phone or in person to minimize downtime.
- Install, modify, and repair computer hardware and software to ensure optimal performance.
- Maintain user accounts, including rights and permissions within Active Directory.
- Update internal knowledgebase with issue resolution details.
- Monitor and escalate alerts from antivirus systems.
- Research and evaluate new technologies and software products.
0-5 years of experience
Assisted staff and students in setting up email or network accounts.
- Handled campus-wide technical issues.
- Configured new machines with the latest Operating System
- Responsible for wiping and imaging all staff computers.
- Provided input/feedback during departmental meetings leading to the integration of new advancements in campus IT services.
- Investigated root causes of various technical issues.
0-5 years of experience
Daily data entry of promotional information into MS Access and SQL Management Studio.
- Responsible for all hardware and software installations and management for 50+employees, including troubleshooting/technical support for Microsoft Office Suites 2000 -2010 and Outlook/Exchange.
- Extensive knowledge and troubleshooting skills of Microsoft Windows XP, Vista and Windows 7 OS.
- Rebuilding laptop and desktop computers, repairing/replacing failed hardware, network troubleshooting/ installation, and user issues.
- Complete wipeout and reformatting of recycled computers as well as back up procedures.
- All hardware maintenance and repair including RAM, hard drives, video cards, laptop monitors processors etc.
- IT support role evolved to manage installation and maintenance of proprietary software components, as well as machine builds, backups and set ups for new employees.
- Upgrading/replacing hardware internally (hard drives, RAM, video cards, LCD screens, laptop keyboards etc.).
10+ years of experience
Setup new desktops and laptops with the user-required applications, transferring their prior user-data and briefing the user in the use of their new computer.
- Assist users who need to connect to LCD display projectors or network printers.
- Support local and remote desktop for hardware, software, and communications issues.
- Install, update hardware/software systems, maintain/repair equipment, and replace hard drive, memory, video card, DVD writer, power supply, cpu/case fans. Configure TCP/IP on LAN and WLAN interfaces.
- Applications: SMS; Keane Patcom; EZ Access; Optimum; Vista Keane; NDC; Microsoft Office; Allscripts Homecare; Internet Explorer; Firefox; Chem Plus; Cyberquery; Quadramed; Thunderbird; Appointment PRO; Therapute.
- Security: Symantec Antivirus, Anti-spam ware applications, and end user account setup, password resets – familiar with Active Directory, Cisco VPN client.
0-5 years of experience
Contract Positions through Advantage Professional; Full-time help desk, IT support, software testing, and customer service for the Presidential Management Fellows Program online application and assessment and MRIS Customer Support Center.
- Vigorously test pre-production software for any potential user interface issues, operating system/browser compatibility, and develop work flow best practices.
- Respond to candidate phone calls, instant messages, and emails.
- Prepare FAQ’s, quick response replies, and best practice procedures for Tier 2 Support approval.
- Collaborate in team environment with other help desk agents to solve complex or recurring issues.
- Research and propose solutions to new issues as they arise.
- Provide exceptional customer service and user experience for this high profile Government Program.
- Use of various software including: Windows Operating System, Microsoft Office Suite, Open Office, SmarterTrack Enterprise, Outlook, Web Based Database
0-5 years of experience
Assists with managing all of IS for manufacturing plant – hardware, software, networking, systems implementation, programming, voice communications, access control system, security system.
- Help users with systems authentication/logon issues and procedural requirements for saving data/files and demonstrate use of various hardware devices and software applications as requested by the end user.
- Install and configure new/replacement hardware and software, as needed. Install, set-up, maintain, and/or relocate hardware, applications, printers, fax, software patches, and security patches.
- Provide remote computer support for employees who are traveling or working from a remote location.
- Place warranty and service calls to applicable vendors and track repair status to ensure warranty work is completed and devices are promptly returned to service.
- Maintain and update inventory of software, hardware and resources.
0-5 years of experience
Provided phone support in a help desk setting using Service Now
- Solved complex user issues
- Resolved VPN connectivity problems using Aventail and F5
- Provided support for numerous smartphones
- Utilized Active Directory and SAP to solve user log-in issues
- Supported Microsoft Office 2007 for all users at Kohler locations
- Modify configurations, utilities, software default settings, etc. for the local workstation
- Utilize and maintain the helpdesk tracking software
- Document internal procedures
6-10 years of experience
Support users daily through complex hardware and software questions via phone, email, and instant messaging
- Organize internal IT systems to keep operations running smoothly
- Acting liaison for CareKeeper, UltraStaff, and GreatPlains software
- Led implementation of DocuSign software for entire company
- Assess, document, analyze, and communicate with members of my team
0-5 years of experience
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Monitor and respond to queries either in person or over the phone quickly and effectively.
- Assist and train with onboarding new computer users.
- Maintain daily performance of computer systems.
- Install, modify, and repair computer hardware and software.
- Clean up computers.
- Run diagnostic programs to resolve problems.
0-5 years of experience
Configuration & Troubleshooting of various routing protocols like RIP, IGRP, EIGRP, BGP
- Configure and troubleshoot cisco routing protocols (OSPF, EIGRP and static routing)
- Configuring access list, standard, extended
- Configure and maintain alerting for the network using solarwinds
- Responsible for maintaining data cable connectivity and cable management.
- DHCP WINS and DNS Servers configure in Windows server and Router Platform.
- Computer Repair.
- Network Security, Backup Solutions.
6-10 years of experience
- Analyst/Tester for Corporate Systems Centralization Project
- Lead Trainer for Registrars – revised Registration System Reference Manual, developed training materials, sent nationwide for one-on-one training of District Registrars.
- Primary Tester of new Registration system. Primary support for field registrars using new system.
0-5 years of experience
Diagnose and repair desktop Computers, laptops and Printers
- Help Desk Support for End Users
- Provided qualified technical advice on the installation, maintenance, troubleshooting, and upgrade.
- Troubleshoot and repair internal computer components and networking issues.
- Remote support for customers by phone and email with software installation and networking issues.
- Document issues and resolutions as well as manage customer tickets.
- New Computer Installation and Set-up in a network environment.
0-5 years of experience
Windows 7 configuration for QA testers PC’s as well as installation of multiple tools such as Hauppauge! boxes video capture systems, Total Media Extreme capture software, Watson, Target Manager, Debugger and Xbox Neighbourhood (debug tools).
- Set up PC’s, Xbox’s and PS3 developers kits throughout multiple departments: PC/LAN/ethernet connectivity and monitor set ups.
- Set up multiple PC stations with the game in development for company and fans playthroughs.
- Installation of the Insomniac game engine and patches on multiple computers.
0-5 years of experience
Setup and installed for new and current employees, purchased computer equipment, software, and peripherals, so employees can perform there day to day operations.
- Design and install computer equipment asset management system to track all new and currently in use purchased company electronic equipment.
- On a day to day basis monitor the company’s call center for network issues.
- Assist in the day to day network operations and administration.
- Repair and maintain all computer equipment and peripherals for entire office of 200 users.
0-5 years of experience
- Supporting 300 internal, external customers and consultants via telephone, email, instant messaging, and scheduling appointments with users using Solarwinds ticketing software.
- Resolves computer desktop, laptop and software issues, local/network printer, network routers, IP phone, Apple iPhone, mobile hotspot, tablets, and VPN remote user issues.
- Create, modify account, reset password, and file access in Active Directory.
- Provide telephone support to the consultants and their clients accessing web-portal services in accordance to HIPAA confidentiality and compliance information.
- Review IT support knowledge base, create user’s guide, and work with IT manager to implement and optimize IT operation procedure documentation.
- Working collaboratively with end users and the software development teams to suggest and to identify potential applications enhancements for development needs.
0-5 years of experience
Installing and configuring computer systems
- Diagnosing and solving hardware/software faults
- Providing exceptional customer service while logging customer/employee queries
- Analyzing call logs to spot trends and underlying issues as well as reading Wintale Logs
- PACS administrator, RIS Administrator for the customer support base.
- Software Support, Technical and Networking Support and Help Desk Environment Experience with Microsoft Office Suite Products both Desktop and Server Knowledge (VNC, Team Viewer, RDC)
- Implementing other Networking Tasks such as Trace Routes and TCP/IP Medical Technology.
0-5 years of experience
Working with fast paced environment
- Provisions, maintains, and removes security privileges for users
- Perform local and remote phone and electronic support and incident response to various end users within an enterprise environment.
- Help users with installation of software and resolve connectivity issues.
- Enter tickets in the system through phone and email.
- Perform security checks
0-5 years of experience
- Configure and install hardware and software and determine any associated issues.
- Monitor, troubleshoot and ensure timely completion of internal and external help desk tickets.
- Examine and resolve customers’ and corporate and store employees’ issues.
- Run and interpret various reports on a daily basis.
- Troubleshoot VOIP Phone technologies such as Shoretel, Cisco and Etherspeak.
- Remotely troubleshoot connectivity issues with single workstations, registers and Cisco routers and switches using Windows Remote Desktop Connection and VNC Viewer.
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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.
