IT Helpdesk Support Technician - Information Technology Resume Search
IT Helpdesk Support Technician - Information Technology Resume Search
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IT Helpdesk Support Technician Resume


Desired Industry: Information Technology SpiderID: 82521
Desired Job Location: Las Vegas, Nevada Date Posted: 3/23/2020
Type of Position: Full-Time Permanent Availability Date:
Desired Wage:
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel: Yes, Less Than 25%
Highest Degree Attained: Bachelors Willing to Relocate: Yes


Objective:
Dedicated IT expert with 10+ years’ experience in providing quality technical support to users across various companies. A certified technician with a bachelor’s degree in Information Systems from the University of Alabama. Solution oriented worker who adopts a customer centric approach in all support tasks, and communicates effectively with audiences in and outside the IT profession. Delivers exceptional services in mobile device and computer systems maintenance, troubleshooting and repair. Looking to obtain a Helpdesk Support role where skills and experience can be leveraged to provide lasting solutions to technical challenges.


Experience:
THE COSMOPOLITAN, LAS VEGAS, NV 03/2020−Present
System Support Specialist
• Troubleshoot and resolve operational issues for over 40,000 end-users
• Analyze and determine source of system errors, malfunctions, and program information
• Adjust, manipulate, and respond to console requests, commands, workflow procedures and job runs
• Assist in maintaining inventory of over 40,000 pieces of technology equipment
• Perform day-to-day maintenance of system hardware, tape drivers, and related equipment
• Develop and compose operating instruction documents and data analysis methodologies

SIFTER, LAS VEGAS, NV 09/2017−Present
Founder and Operations Manager
• Designed, and coded entire application for Android smartphones
• Developed technical documents outlining the use and functions of Sifter
• Designed user interface, set up and managed cost free customer support channel
• Prepared back end cloud based server for AWS and set up business email suite for daily operations
• Composed all documentation for application including all sales and marketing materials
• Submitted application to Play Store and facilitated store optimization ASO
• Generated and executed ongoing marketing plan and submitted copyright request for Sifter
• Created website along with personalized domain to provide customer education on Sifter

MYSTRO INC., SAN FRANCISCO, CA 03/2015−05/2018
Helpdesk Analyst
• Assisted company executives in analyzing and consolidating 15 technology systems into 2 new systems equipped to accomplish all business requisites
• Deployed Active Directory Users & Groups and Office365 for creating and managing multiple user accounts
• Organized training on the use of the Microsoft Azure platform for cloud computing for 20+ staff members
• Managed an average of 100 client’s data every quarter, and provided personalized services by providing customers up-to-date information on account changes
• Improved the efficiency of department by producing and distributing booklet on the ethics of customer service
• Provided consultation on revamping of company’s website. The implementation of which generated 30% increase in web traffic
• Resolved average of 50 daily enquiries with professionalism, and achieved 35% increase in customer feedback
• Provided technical training on hardware and software through remote desktop and telephonic communication

NGMOCO, SAN FRANCISCO, CA 05/2010−02/2015
Mobile Network Tech and Desktop Support / Help Desk
• Increased efficiency and reduced annual labor cost of over $2,000 by improving error documentation systems
• Maintained, tracked and secured inventory of 300+ devices including laptops, printers and mobile devices
• Implemented a human resource filing system which organized over 200 documents of employee records
• Promptly and efficiently responded to a daily average of 40 telephone calls and 10+ emails regarding existing account issues
• Administered, configured, installed and remedied issues with employee equipment in local and foreign offices
• Independently managed company bulk and individual wireless carrier accounts using MDM software

LUCAS ARTS, SAN FRANCISCO, CA 07/2008−04/2010
Desktop Support / Customer Service
• Provided technical support to over 200 users in Windows and iOS environments
• Consistently exceeded performance goals with regards to quality, accuracy, speed and volume
• Recognized by company executives as the best customer service representative and awarded received 3 customer service awards in 2 years
• Facilitated 40% increase in customer information retrieval time by introducing new CMS system
• Successfully managed 90 customers’ accounts without any faults during employment
• Trained and supervised 11 new employees in the customer service department


Education:
CODE ACADEMY | Python 11/2019−Present
CBT NUGGETS | SQL 11/2019−Present
Apple Certified Technician 05/2012−Present

EDUCATION
UNIVERSITY OF ALABAMA, BIRMINGHAM 09/2004−06/2008
Bachelor of Science, Information Systems


Skills:
Skype, Creston, Ivanti App Sense, Altiris, SSCM, Avaya, Citrix, VMware, Azure, Quire, InterGuard, iOS, Barracuda, Jira, Mimecast, Power Shell, Server 2016 2012 r2, Active Directory, Xcode, Android SDK, Xen Desktop, Print Servers, Print Cloud, Proof Point, Remedy, Service Now, VDI, MacOSX, Call Manager, Windows 7 and 10, Norton Ghost, MDM Mobile Iron, Office 365, Hardware Proficient, Mobile Gadget Support, Customer Service, Workstation Set-up, Keen Attention to Detail, Strong Multitasking Abilities, Virus Detection, Removal & Prevention, Organizational Skills, Microsoft Technologies, System Upgrades & Optimization, Troubleshooting & Repair, Security, Backup & Recovery, Excellent Communication Skill, Technical & User Documentation


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