It Help Desk Technician Resume

Title

It Help Desk Technician

Primary Skills

6 yrs in troubleshooting high-end software, technical support for internal and external contracted customers

Location
US-GA-Savannah

Posted
Sep-13-11

RESUME DETAILS

Professional Summary - Over 6+ years in troubleshooting high-end software and providing technical support that include internal and external contracted customers. Experience in IT, Hardware and Software configurations to a broad audience that include Technical and Non-technical Audience. Exceptional track record in Project completion and demonstrating results that are above and beyond expectations. I have excellent communication skills both Bilingual and Bilateral and I am able to effectively communicate with all levels in both English and Spanish.

Skills:
Gather Business Requirements, document technical requirements, use cases, process flows, and field definitions.
Data mapping, data validations and gap analysis
Create Test Plans and test cases and provide QA testing
Multi-lingual professional customer service communication
Extensive Computer Hardware Experience

Software:
SQL Server Management Studio, Cisco Systems VPN Client, Microsoft Management Console, Windows 7/XP, Microsoft Office, Excel, PowerPoint, Adobe, Outlook, Help Star, Voyager, DOS, Avaya CMS Supervisor, Avaya Site Administrator, Great Plains, Remote Desktop Connection, SharePoint, and NetMeeting.

Platform: Windows

Experience 3 Day Blinds Corporation, Irvine,CA 2/2008 Present
IT Helpdesk Analyst
Responsible for resolving high-end issue that require extensive troubleshooting in both the technical field and business environment. Actively communicated support companywide to All Lines of Business and departments that include: Business Executive Management, Accounting, Marketing, Merchandising, Sales Management, Manufacturing, and Client Care. Providing Support to over 300+ end users.
OS installations from XP and Window 7 along with components
Trouble shoot issues for network (TCP/IP, DNS, DHCP)
CRM Administrative Management
Extensive Hardware Experience (Building, repairing and trouble shooting skills)
Resolve Outbound and Inbound calls
Communicate and Trouble shoot via emails
Monitor production issues on ticket management system, are resolved within Service Level Agreement.
Remote Desktop Connection Business support through Cisco Systems VPN Client.

Ameriquest Mortgage Corporation 2005-2007
IT Helpdesk\Desktop Analyst

Pacific Coast Structures Inc. 2003-2005
Customer Service Helpdesk Representative

Trans Union Credit Bureau Inc. 1998-2003
Customer Service Fraud Data Analyst

Education Chaffey College
Graduated from Rancho Cucamonga High School 1995
Hands on experience (on job training)
Interests Family Life, Computers, Gaming, and Automotive Repair
References available upon request

Certifications

See above

CONTACT DETAILS

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