Help Desk Real Estate
Resume:
Laurence Hynds
**********@*****.***
Objective:
Seeking a position as a Tier 1/ 1.5 NOC environment or provide support activity for machine activity. I performed inventory controls, software installations and platform updates, troubleshoot problem to resolution on computer and Telecommunication systems.
Profile Statement:
Skilled in a help desk environment with over 3 years’ experience providing user support and solutions a in high demand work environments. Established track record of efficiently diagnosing and resolving complex customer issues within agreed time scales. An independent and results-driven worker with a strong commitment to increasing work productivity.
A solutions-focused help desk specialist skilled in providing rapid, in-depth customer support. Ability to diagnose problems, find the root cause and supply lasting solutions. Extensive end-user training experience. Experienced in communicating complex information in an easily understood format to a diverse customer base. Proficient in a number of operating systems and applications. Good reputation for professionalism and responsiveness.
Work Experience:
Help Desk Specialist
AT&T Global Network, Durham, NC.
November 2013 - January 2017
provide technical support for Global Network users
handle an average of 50 calls per day
Live chats with account managers, service managers and customers
resolve 72% of calls within company's 18-minute requirement
prioritize and escalate issues where required
Train new associates to work with new and existing users
monitor log and track all phases of help desk support
Provide first-tier support and troubleshooting for technology products
applications performed test setup of desktop software
Education:
UMASS Lowell MSIT, September 2015 to present
ITT Technical Institute Charlotte, NC
BS degree in Information Systems & Cyber Security, June. 2015
AS degree in Information Systems & Computer Network Systems, Dec. 2013
Allen Tate Real Estate Real Estate Broker, Charlotte, NC June, 2006
Technical Skills:
platforms: Sasha, AOTS, LNS, BVOIP, MIS, Windows 7, 8 & 10 operating systems,
WebEX Conference Calling
applications: MS Office suite
knowledge of LAN and WAN
knowledge of NOC Help Desk Environment
Certifications:
SSGB
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