Help Desk - Technical Support Resume Sample & Ready To Use Example

About Me

Help Desk - Technical Support Professional

Extensive experience of XX years in installing and configuring computer hardware operating systems and applications; monitoring and maintaining computer systems and networks; troubleshooting system and network problems, diagnosing and solving hardware or software faults
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

management, Master of Business Administration, Completed, March 2000

ABC School

CBSE – Marks 70%

noida, Uttar Pradesh

Work Experience

May 2005 - March 2008

abc pvt ltd

noida, Uttar Pradesh

Key Result Areas:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; respond to email messages for customers seeking help

• Respond to queries either in person or over the phone; write training manuals

• Train computer users; maintain daily performance of computer systems

• Ask questions to determine nature of problem; walk customer through problem-solving process

• Install, modify, and repair computer hardware and software

• Clean up computers; run diagnostic programs to resolve problems

• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

• Install computer peripherals for users; follow-up with customers to ensure issue has been resolved

• Gain feedback from customers about computer usage

• Run reports to determine malfunctions that continue to occur

Key Highlights:

• Any existing systems/ processes streamlined???? Results obtained???? Major assignments handled????

• Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???

• Awards/appreciation letters received???? Other relevant achievements????

August 2013 - Current

ABCD Pvt Ltd

Noida, Uttar Pradesh

Key Result Areas:

• 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 service; 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

Key Highlights:

• Any existing systems/ processes streamlined???? Results obtained???? Major assignments handled????

• Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???

• Awards/appreciation letters received???? Other relevant achievements????

Training Certifications

Arvind Yadav abc institute, 2008

Skills

Computer Proficiency

MS Office – Word, Excel and PowerPoint

Internet Applications

Languages

Hindi
English

Personal Interest

Exhibiting a desire to experience new cultures and environments—especially if your role would involve working with foreign colleagues, partners or clients—can really help your resume shine.