Help Desk Support

Krishna Shah

**** ********* **, ***# ** Merrillville, IN 46410 219-***-**** ***********@*****.***

OBJECTIVE .

Seeking job as a Windows Help Desk where I can use my experience, skills, and education to help the company meet and surpass its goals.

LANGUAGE

English, Gujarati, & Hindi

EDUCATION

B.S., Computer Information System (CIS), December 2016 Minor in Health Information Administration (HIA),

Minor in Business Administration, Indiana University Northwest

• Dean’s list for spring (2013,2014, 2015,2016)

• Executive Board for IT Coordinator NSLS (2015-present)

• Member- Honor Society 2015-present

• Member-Student Outreach Program

• Certificate from Participated in “Asia Day” and performed a dance (2013-2015) Core 40 diploma, Merrillville High School

• ENL Club, Treasurer and Fundraiser Coordinator (2012 – 2013)

• FCCLA, Coordinator school dances (2012 – 2013)

• ENL Club, Secretary and Event Coordinator (2011 – 2012) Technical SKILLS

Platforms: Windows XP, VISTA, Windows 7-10, Mac Operating System Applications: MS Office, Norton/ McAfee Anti-Virus, instant messaging, Outlook, WordPress, Social Report, Smartsheet,

Smartphone: Android, IOS, Windows Phone

Solid Knowledge of IT Help Desk System

CORE COMPETENCIES

Organizational and planning skills, attention to detail, communication skills Customer-service orientation, teamwork, trustworthiness & Ethics Problem analysis and resolution, adaptability, flexibility, stress tolerance COURSE PROJECTS

• Project Management- Frontier

• Object-Oriented Systems Analysis/Design- Frontier

• Hotel Project phpMyAdmin 4.4.2

• System Analysis and Design- Air Alliance website June 2013

EXPERIENCE

Social Media Development Group (SMDG) Gary, IN March 2016 to Present IT Help Desk Technician & WordPress Designer

• Assist business customers with telephone, email or trouble ticket inquiries to resolve or escalate IT systems issues and problems.

• Provide support and incident management and client communications for IT systems faults and service requests.

• Track issues to resolution.

• Update the internal knowledgebase with issue resolution details.

• Support computers, laptops, tablets, smart phones and applications.

• Monitor and escalate alerts from antivirus systems.

• Monitor backup system alerts and escalate errors.

• Install, test and configure new workstations, peripheral equipment and software

• Maintain inventory of all equipment, software and software licenses Candlewood Suites Merrillville, IN March 2016 to Present Front Desk Agent

• Greet, make reservation, and assign rooms to guests.

• Verify customers' credit, and establish how the customer will pay for the accommodation.

• Operate hotel switchboard, take calls and provide information and transfer calls Indiana University Northwest Gary, IN July 2015 to Present IT Support Center

• Answer Phone Calls, reply to emails.

• Respond to issue tickets.

• Escalate unresolved issue to the appropriate team.

• Monitor, log, and track phases of help desk support

• Provide first- tier support and troubleshooting for technology product and application. Indiana University Northwest Gary, IN January 2014 to July 6 Student Technology Consultant (STC)

• Provide direct computer support to students, faculty, and staff of Indiana University Northwest.

• Answer questions relating to software, hardware, and computer equipment.

• Assist students with wireless network connections; troubleshoot/resolve issues with printers, workstations.

• Manage printing software, and report malfunctioning devices to the Support Center. REFERENCE:

• Lena Williams Support Center Supervisor ********@**.*** 219-***-****

• Carlos Pena SMDG Business Manager of Operations *****@*******.*** 844-***-****

• Velate Sullivan User Support Services Manager ********@**.*** 219-***-****

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