Technical Support Service Desk
Resume:
Blessing Ngefor
Address: Chicago Illinois
Mobile: -773-***-****
Email: ad20sp@r.postjobfree.com
Technical Support with over 4 years of experience, both technically focused and customer oriented. I am looking for a career that is both challenging, rewarding and open for a career change.
EMPLOYMENT DETAILS
OIT PG County January 2022 – Present
Service Desk Technician
●Act as the initial point of contact for all computer and system related concerns from clients or other employees
●Assist management in creating training materials pertaining to computer troubleshooting and usage.
●Organize and file documentation pertaining to warranties and instructional guides for computer hardware.
●Maintain a working log detailed all required system updates, as well as the date of completion.
●Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems.
●Resolve technical issues related to network interruptions.
●Install and configure computer systems and applications within the company.
●Ability to accurately interpret and fulfill customer requirements to achieve customer satisfaction.
●Understand team and organizational support structures.
●Gather client's information and determine the issue by evaluating and analyzing the symptoms.
●Research required information using available resources.
●Identify and escalate priority issues per Client specifications.
●Organize ideas and communicate oral messages appropriate to listeners and situations.
National Gallery of Art September 2019– January 2022
Job Title: Help Desk Support
●Troubleshooting issues within Windows 10
●Deploy window 10.
●Troubleshoot various Hardware, Software issues with desktops, printers and other peripheral devices.
●Troubleshoot local and network printers in coordination with various teams.
●Resolve network related issues by troubleshooting connectivity, checking network cable, MAC Card, conducting loop back testing, checking IP addresses.
●Install/upgrade Windows Operating Systems when the computer is defective, had a blue screen of death and became inoperable.
●Managing and maintaining users' databases (Workstation names associated with users, location and type of device, etc)
●Manages Windows network (users, computers, printers, etc.) with Active Directory \Installing and configuring new equipment and software on the network and for customers.
●Provide support (on site/through email and over the phone)
●Migrate users' data from old PC to new when requested.
●Backup users' data before conducting migration.
●Conduct regular patching and windows updates manually when clients failed to update from the Windows Update Service (WUS)
●Write Standard Operating Procedures on some step-by-step troubleshooting techniques maintenance agreements.
●Utilized a remedy ticketing system and service now to ensure all tickets were documented correctly.
●Help users and clients identify and resolve issues on a regular basis.
●Ensured that anti-virus software and security patches are routinely updated and functioning.
●Active directory management and maintenance to create accounts and reset passwords.
●Assist user in resolving their technical issues via the phone, email and in person accordingly.
●Conduct bi-weekly inventory of IT assets and report to management. Verify the proper label/barcode has been placed on each IT gadget for tracking purpose.
●Document anomalies and issues.
●Provide application instructions for users.
●Perform reviews, walkthroughs, or inspections.
●Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
●Assist the end user community by recording, resolving, and responding to issues.
●Support Windows 7, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, office telephone and voicemail usage.
●Follow prescribed guidelines and procedures and seek guidance from technical lead as appropriate.
●Function as a single point of contact for problems referred by other individuals and departments by providing close loop on routine queries.
●Ability to accurately interpret and fulfill customer requirements to achieve customer satisfaction.
ACADEMIC BACKGROUND
Truman college, associate in computer science Year: 2024
Bachelor’s degree in computer science Year: In progress
PROFESSIONAL CERTIFICATIONS
●COMPTIA Security+
●Google professional IT support certificate
OTHER INFORMATION
Keen interest in the environment, leadership, Teamwork, troubleshooting, time management, communication and changing trend in technology.
Contact this candidate