Customer Service Help Desk

STEPHEN WRISTBERG

Silver Spring, MD ***** 202-***-**** adx70d@r.postjobfree.com Bold Profile

PROFESSIONAL SUMMARY

Highly skilled Help Desk Technician experienced with over 5 years in troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service.

SKILLS

Computer Hardware and Software Technology

Active Directory

Collaborative Team Player

Microsoft Certification

Cisco AnyConnect

Application Support

Support Ticket System Management

Troublleshooting

Technical Documentation

Network Infrastructure Monitoring

Software Deployment Management

Data Retention

User Experience

Help Desk Support

CompTia

Customer Service

WORK HISTORY

IT HELP DESK TECHNICIAN 01/2022 to CURRENT

Cogent Communications Washington, DC

Performed maintenance tasks on PCs, networks and mobile devices.

Set up PCs, projectors, and microphones for use in video conferencing rooms.

Established, repaired and optimized networks by installing wiring, cabling and devices.

Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

Analyzed technical issues to identify troubleshooting methods needed for quick remediation.

Maintained and monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.

Performed troubleshooting and repaired peripheral devices such as printers, scanners and computers

Provided Tier 1,2 and 3 IT support to non-technical internal users through desk side support services.

Onboarded and off boarded employees

Imaged laptops and repurposed for new employees

AUCTION SERVICE HELP DESK 08/2019 to 01/2022

CarMax Laurel, MD

Participation in auction processes using auction systems and simulcast platforms

Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.

Engaged in user support interactions via telephone, chat, and email platforms.

Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.

Identified system hardware, and network infrastructure connectivity issues that prevented execution of user-initiated tasks.

Handled over 50 calls per day to address customer inquiries and concerns.

IT HELP DESK SUPPORT 01/2017 to 08/2019

Prince George's Community College Largo, MD

Assisted customers with resolving computer issues on phone and in person

Provided customer service with satisfaction rate of 95%

Handled 40 calls per week on average

Coached employees through day-to-day work and complex problems.

Configured hardware, devices and software to set up work stations for employees.

Used ticketing systems to manage and process support actions and requests.

Installed, modified and repaired software and hardware to resolve technical issues.

EDUCATION

Bachelor of Science Cyber Security EXPECTED IN 01/2024

University of Maryland Global Campus, Adelphi, MD

Associate of Applied Science Information Security 12/2022

Prince George's Community College, Largo

Honor Roll 2019,2022

Extracurricular Activities: Men Soccer Team

High School Diploma 06/2017

Adisadel College, Accra, Ghana

CERTIFICATIONS

Certification in AWS Certified Solutions Architect (Associate)

Certification in CompTIA Security Plus

Certification in Cisco Certified Network Associate

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