Help Desk Support

James Brown

**** ******* ********* *** **, York, PA 17402

Cell: 443-***-**** – *********@*******.***

Professional Summary

Experienced IT professional seeking to contribute training and acquired skills within a help desk support role. Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing customer and end-user help desk support. Easily identifies and resolves technical issues and concerns.

Core Qualification

Work efficiently in both an independent and team atmospheres

Experienced in technical call center operations providing service by communicating effectively with technical and non-technical staff

Able to walk clients through difficult support solutions

Fix computer problems, and recommend appropriate action/solutions

Provide support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems

Ability to assimilate new information, and use complex criteria to evaluate data and tools

Able to perform responsibilities with composure under the stress of deadlines / requirements for accuracy and quality.

Skill in organizing resources and establishing priorities.

Education

ITT Technical Institute - Owings Mills, MD

Bachelor of Science - Information Systems Security June 2014

Associate of Applied Science in Information Technology – Computer Network Systems June 2011

Cumulative GPA: 3.03

Strive Baltimore/Community College of Baltimore County, Baltimore, MD Graduated

Certificate of Achievement - Certificate in Office Administration

Experience

Fiber Optic Help Desk Support Technician

Verizon Wireline, Silver Spring, MD August 2014 to August 2016

Provide customers with order status, service activation support for Voice service calling features, voice activation support for data service PC configuration, home router configuration, and/or email/internet applications.

Analysis trouble report ticket for customer problem and recent call in, to help prevent 24hr repeat and provide customer the first call resolution.

Create trouble reports and provide customers with trouble status.

Perform analysis and isolation of trouble conditions.

Provide trouble resolution and closeout when possible.

Provide Home Network Equipment Support to customers.

Operate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.

Dispatching trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups.

Intern

Allsonet Training Institute, Towson, MD April 2013 to August 2014

Troubleshooting any reported problems and refurbish computers for donations and sales

Build computer networks for testing services

Install, modify, and repair computer hardware and software.

Adding, removing, or updating user account information, resetting passwords.

Quickly arrange repair for hardware in occasion of hardware failure.

Cordially greeting customers, addressing phone calls and managing appointment schedules

Enforces exam rules regarding items brought into exam and kept at tables.

Administer and monitor testing to candidates

Provide desktop support for XP/Vista/Windows 7 systems

Karate Instructor

Kassama’s Karate Studio, Baltimore, MD 21215 June 2006 to Present

Plan lessons in advance

Monitor student progress and provide additional support to students who are struggling

Explaining the processes in the techniques step by step and maintaining the equipments for better use

Helping the participants for learning the basic activities required for the karate course

Instructing the participants on the safety while adopting the different techniques of the karate art

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