Resume of Help Desk Specialist/Desktop Support

Title
Help Desk Specialist/Desktop Support

Primary Skills
Built, maintained, and repaired computer systems to improve speed, reliability, and efficiency of operations

Location
US-KY-Louisville

Posted
Oct-27-07

POSITION DESIRED
I am seeking a position that will allow me to utilize my skills, education, and background in Computer Systems and User Support, as well as the opportunity to grow in the area of Network Administration and Design.

QUALIFICATION HIGHLIGHTS
* Built, maintained, and repaired computer systems to improve speed, reliability, and efficiency of operation.
* Developed and implemented desktop computing and networking standards and procedures to simplify network environment and troubleshooting.
* Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions.
* Drove customer issue escalation resolution, decreasing backlog of customer issues by 50%.
* Collected frequently asked questions and wrote formal answers to ensure accuracy of responses and consistency with other Help Desk personnel.
* Created user documentation to assist in remote operation and troubleshooting.

EXPERIENCE
Help Desk Specialist/Desktop Support - 2005 to Present
Whayne Supply, Louisville, KY
* Assisted office, service, and sales personnel with hardware and software problems, provided troubleshooting, and owned desktop and network issues to resolution with both face-to-face and telephone consultation.
* Installed, configured, and performed maintenance on desktop computers, laptop computers, and peripheral equipment, identified problems and provided appropriate solutions.
* Installed operating systems and applications and conducted technical training demonstrations in a classroom environment.
* Researched and resolved problems on workstations and LAN, including IP resolution, cabling problems, and peripheral malfunctions.
* Provided desktop support for specialized hardware and software systems used at Whayne Supply.
* Configured local and network printers.
* Diagnosed and repaired computers to component and software level, establishing alternative repair procedures to meet customer needs.
* Configured and documented standard and nonstandard desktop computer workstations and laptops.
* Trained and assisted users with hands-on troubleshooting of workstation equipment and peripherals.
* Upgraded and maintained systems.
* Maintained trouble-ticket system to record and track user calls and e-mails escalating network-wide troubles to Lead Technician.
* Provided Tier I and Tier II support for MS Office, LAN, WAN, and Lotus Notes.
* Performed hardware and account setups for new employees.

Customer Service Representative - 1999 to 2005
Whayne Supply, Louisville, KY
* Trained and instructed employees on Rental, Parts, and Service documentation.
* Resolved invoice disputes on customer equipment repairs and rental damage work orders.
* Requisitioned and purchased supplies for the parts and service departments.
* Assisted customers with selecting the correct construction equipment for their job application and created/maintained the required documentation.
* Managed the parts inventory for this local branch and was responsible for stocking nine branch locations.
* Responsible for a warranty recovery ratio of over 90%.

Parts Manager - 1995 to 1999
Compact Excavator Sales, Elizabethtown, KY
* Maintained a $500,000 parts inventory of over 3,000 items.
* Established an excellent rapport with over 340 separate vendors.

Secure Communications Systems - 1993 to 1995
United States Air Force, Biloxi, MS
* Responsible for installation and troubleshooting of cryptographic equipment.
* Received Specialist training in electronic theory.

EDUCATION
B.S., Information Technology Management - 2006
McKendree College, Louisville, KY
GPA: 3.73. Cum Laude.

SKILLS
* Windows XP Professional
* Lotus Notes
* Wireless
* Local Area Networks (LAN)
* Troubleshooting/Problem Solving
* Desktop Support
* PC Hardware Design and Setup
* Active Directory
* Virus Prevention
* Computer/Network Security
* End-User Training and Support
* Technical Support
* Java
* Visual Basic 6
* Client Relations

Certifications
See above


You must be logged in and have a current resume access subscription. Login or Register »

View all resumes in US-KY-Louisville »
View all resumes in US-KY »

View other Help Desk Specialist/Desktop Support resumes, System / Network Administrator resumes