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Helpdesk Support Engineer - Free Resume Sample

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What do you do, what is your job?

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ARVIND RAWAT

Contact: 999999999 | E-Mail: [email protected]


An Accomplished Helpdesk/Support Engineer


PROFILE SUMMARY

  • Extensive experience of XX years in acknowledging and resolve user service requests utilizing the service request management system; applying standard principles, concepts and techniques toward the identification and resolution of user problems
  • Skilled in providing resolution to an assortment of problems of moderately complex scope; contributing to the advancement of the organization’s adoption of the Windows operating system by adding to the standards for its configuration and management; developing effective methods for its deployment
  • Adept in accessing software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution; involved in troubleshooting Windows Desktop and Microsoft Office applications
  • Deft in performing hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications; reacting to service outages promptly with adherence to standard operating procedures

ORGANIZATIONAL EXPERIENCE

Since MM YY | XYZ Ltd, Delhi | Helpdesk/Support Engineer
Key Result Areas:
  • Provide technical support; answering support queries either onsite or via phone or email
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Take ownership of user problems and be proactive when dealing with user issues
  • Log all calls on the call logging system and maintain full documentation
  • Respond to enquiries from clients and help them resolve any hardware or software problems
  • Maintain a log of any software or hardware problems detected
  • Support users in the use of Computer equipment by providing necessary training and advice
  • Allocate more complex service issues to the relevant IT Support member
  • Arrange for external technical support where problems cannot be resolved in house
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????
MM YY – MM YY | ABCD Ltd, Delhi | Helpdesk/Support Engineer
Key Result Areas:
  • Interfaced with vendors to place orders for new equipment and software
  • Created and maintained updated documentation
  • Provided hardware and software support for local users in person, and coordinating and providing support, via phone and email, for our users worldwide through our helpdesk system
  • Collaborate well in a small team environment
  • Maintained standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers
  • Provided support services to staff with technical problems and information technology issues involving desktop, laptops, PDA or network services
  • Provided timely resolution of problems or escalation of issues to appropriate technical personnel
  • Participated in development of information technology and infrastructure projects
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????

EDUCATION

YYYY BBA from ABC College, Delhi

TECHNICAL PURVIEW

  • MS Office – Word, Excel & PowerPoint
  • Internet Applications

PERSONAL DETAILS

Date of Birth: 01st October 1981 | Languages Known: English & Hindi

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