Help Desk Technical Support

Darrell Miller

Level * Help Desk Agent at Wipro Technologies

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Experience

Level 2 Help Desk Agent at Wipro Technologies

February 2012 - October 2013 (1 year 9 months)

Help Desk Agent – Level II

• Configure modems with PPPoE,Open PPPoE, Static and DHCP.

• Perform cooperative testing of physical and data link layers with field and technicians to verify connectivity

and isolate network issues.

• Collect details concerning nature and severity of issues, perform test assists, isolate and identify network

and/or desktop issues.

• Deliver remote technical support by configuring wireless service using remote access software and online

chat service.

• Create dispatch tickets for field technicians and other staff using ICAD Ticketing system(comparable to

REMEDY).

• When applicable, educate customer on corrective action steps and perform walk-through; if deemed

necessary, take control of PC.

• Update customer commitments and reset commitments when necessary.

• Correct failed ticket handoffs on network trouble reports.

• Modify customer network assignments and update records.

• Manually create tickets when system is down or back-up methods do not work.

• Document every action taken on a ticket at prescribed intervals. Close a ticket once the issue is resolved.

• Complete customer callbacks in relation to ticket status or trouble resolution.

• Support solutions related to large LAN’s such as Cisco routers, VPN’s, POS systems, medical devices, etc.

• Handle tech to tech calls with various helpdesks for DSL support.

• Address escalations from Tier 2 agents for unresolved issues.

Skills & Expertise

Technical Support

DHCP

Networking

Troubleshooting

Wireless

Customer Support

Remote Desktop

Microsoft Office

TCP/IP

Software Installation

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Hardware Installation

Outlook

Testing

Operating Systems

Help Desk Support

Cisco Routers

Education

Strayer University-Georgia

Master of Arts (M.A.), Education, 2006 - 2008

Alabama State University

Bachelor's degree, Computer Information Systems, 1991 - 1998

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Darrell Miller

Level 2 Help Desk Agent at Wipro Technologies

******************@*****.***

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