Help Desk - Technical Support Resume Samples (Text format)
About Me
Help Desk - Technical Support Professional
- Enthusiastic Help Desk professional with XX years of experience in ensuring maintenance and monitoring of computer networks and systems. Seeking an opportunity at GD IT Solutions to benefit an IT Department with complex technical knowledge and strong time management skills.Adept in ensuring maintenance and monitoring of computer networks and systems; logging the queries of customers and employees; analyzing call logs in order to discover any underlying issues or trends; diagnosing and solving hardware or software faults
- Skilled in testing and evaluating new technology; performing electrical safety checks on the company’s computer equipment; responding to call-outs in a timely fashion; following instructions, either written or in diagram form, in order to set up a system or fix a fault
- Working knowledge of fundamental operations of relevant software, hardware and other equipment; knowledge of relevant call tracking applications; experience of customer service practices; related experience and training in troubleshooting and providing help desk support
EDUCATION
Bachelor of Computer Applications,
Completed, March 2000
Dave Govt College
Karnataka University
Bengaluru, Karnataka
Work Experience
May 2015 - Current
Service Desk Associate / Helpdesk Associate
NTT DATA Services
Noida, Uttar Pradesh
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Responded to email messages to those customers who were seeking help.
- Responded to queries either in person or over the phone; wrote training manuals.
- Trained computer users; maintained the daily performance of the computer system.
- Asked questions to determine the nature of the problem; helped customers by solving their issues.
- Installed, modified, and repaired computer hardware and software.
- Cleaned up computers; run diagnostic programs to resolve problems.
- Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Installed computer peripherals for users; follow-up with customers to ensure the issue has been resolved.
August 1995 - February 2014
IT Support Technician / Help Desk Associate / IT Support
GR Corp Pvt Ltd
Noida, Uttar Pradesh
- Served as the first point of contact for customers seeking technical assistance over the phone or email.
- Performed remote troubleshooting through diagnostic techniques and pertinent questions.
- Determined the best solution based on the issue and details provided by customers.
- Directed unresolved issues to the next level of support personnel.
- Provided accurate information on IT products or services.
- Recorded events and problems and their resolution in logs.
- Walked the customer through the problem-solving process; followed up and update customer status and information.
- Passed on any feedback or suggestions by customers to the appropriate internal team.
- Identified and suggested possible improvements on procedures.
Training Certifications
-
IT Support Professional Certificate
Coursera,
2008
Awards Honors
Ranked as a #1 Helpdesk Technician at the company for performing great work- in 2018
Skills
- Customer Service Skills
- Leadership Skills
- Teamwork Skills
- Critical Thinking Skills
- Problem-Solving Skills
- Listening and Responding Skills
Computer Proficiency
- Internet Applications
- MS Office – Word, Excel and PowerPoint
