Help Desk Support Specialist

EXPERIENCE

EDUCATION

SKILLS

Benjamin Metcalfe

HELP DESK SUPPORT SPECIALIST

760-***-**** ************@*****.*** San Antonio, Texas 78220 Enthusiastic, detail- oriented Help Desk Support professional. Skilled problem-solver able to communicate with users at all levels. Able to troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems. Proven success working in high-volume environments. Eager to join a reputable company that will allow me to utilize acquired skills and experience.

HELP DESK SUPPORT SPECIALIST

CGI Federal

San Antonio, TEXAS

June 2021 - Present

• Respond to requests for technical assistance via phone, chat or email.

• Find solutions from previous cases using Knowledge Base

• Utilize ticketing systems such as Jira Service Desk, ServiceNow and Oracle Service Cloud

• Provide support and troubleshooting

• Assist with password Resets, MFA, IAM

HELP DESK SUPPORT REPRESENTATIVE

Maximus

Mcallen, TEXAS

February 2019 - May 2021

Handled complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.

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• Opened and maintained customer accounts by recording account information. Resolved service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.

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Logged all calls at point of contact noting problems symptoms and status information in order to expedite problem resolution

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ASSOCIATES IN COMPUTER SCIENCE

UTRGV, Edinburg, TEXAS

May 2019

• Resolving Problems and Incidents • User Support and Troubleshooting

• Troubleshooting Network Issues • Microsoft Windows and O ce

• Knowledge Base • Incoming Call Management

REFERENCES

References available upon request

Contact this candidate