Customer Service Help Desk

Teddy Pobee

**** *** **** ****** **********, GA *0039

Phone: 404-***-**** **********@*****.*** / *********@*******.***

IT HELP DESK TECHNICIAN

Tier 1 Help Lines Technical Support User Training Software/PC/LAN Troubleshooting

Professional IT technician with 3+ years of help desk experience providing software,

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hardware, client/server and networking technical support.

Proven success working in high-volume, 24x7 technical call centers. Demonstrated

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strengths in rapidly diagnosing, troubleshooting and resolving client issues.

Consistently praised for communicating effectively with both technical and nontechnical

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users. Known for excellent problem-solving skills and patience in dealing with frustrated

users.

KEY SKILLS

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Technical Software Phone & Online User

Troubleshooting Installs Support Training/Support

• • • •

Hardware LAN Client/Server Customer Service

Configurations Connectivity Models • Complaint

• • •

Offshore Team Problem Preventive Handling

Collaboration Diagnosis Maintenance

• CISCO networking

TECHNOLOGY PROFICIENCIES

Software:

MS Office (Word, Excel, Outlook, Access); instant messaging software; VMware applications, SQL,

Remote desktop including TeamViewer,

Browsers: Internet Explorer, Firefox, Chrome, Safari, SeaMonkey Navigator

Call-Tracking Tools: HEAT, Remedy

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems, Switches

Networking: LAN & VPN/Remote Connectivity, TCP/IP

Platforms: Windows, Linux Desktop, Citrix, Mac OS

PROFESSIONAL EXPERIENCE

STAPLES Snellville to Lithonia, GA

PC Technician / Easy Tech Associate, 2013 to Present

Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above

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quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes --

well below 7-minute goal.

Diagnose, troubleshoot and resolve a range of software, hardware and connectivity

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issues. Excel in asking probing questions and researching, analyzing and rectifying

problems.

Worked with clients both in-store and on-site to install, troubleshoot, and repair technical

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problems for computer systems, including laptops, desktops, printers, modems, router

and monitors.

Trains employees, identifies, analyzes, and repairs product failures, orders and replaces

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parts as needed.

Provide Customer services, Determines and recommends which products or services best

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fit the customers' needs.

Create, edit, and maintain documentation for data collection reporting.

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RLPROFESSIONAL SERVICES Atlanta, GA

Help Desk Technician, 2012 to 2013

Partnered with Tier II and Tier III help desk peers based in the US, India and Brazil to

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resolve complex problems that required escalation. Provided detailed descriptions of

issues in trouble ticket system and followed up diligently to ensure swift resolutions.

Received "outstanding" ratings on performance reviews each year, with top marks in

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teamwork, customer service, communication skills and technical problem-solving.

Configured and installed new Microsoft and Macintosh systems

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Troubleshooted and resolved desktop support issues

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Maintained the up to date operating procedures inside the IT department

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Performed off hour help desk support

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Created user accounts and managed access control of desktop and Network applications

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Worked with hardware and software dealers to confirm well-timed product delivery

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Maintained hardware and software record

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EDUCATION & CREDENTIALS

2 013 to present

G winnett Technical College

Lawrenceville GA

Associate degree

Major: Networking Specialist with a CISCO concentration.

Course completed:

• Hardware installation and maintenance

• Data center

• Computer concepts

• Networking fundamentals

• Operating systems

• Information security

I am also currently taking CISCO networking, and will soon be Cisco CCNA certified.

Certification:

A+ / Staples Certified Tech

Contact this candidate