Desktop Support Help Desk

JAMES BUNDY

**** **** *****, ********, **, ***** · 571-***-****

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

I have a history of desktop support and help desk experience with Chenega Corporation and, more recently, General Dynamics. I have responded to customer calls in a timely and professional manner. I am skilled in troubleshooting and resolving various workstation issues, and documenting trouble tickets in Remedy at the Tier 1 level.

EXPERIENCE

02/2024 - PRESENT

DELIVERY DRIVER

Self-employed, driving for Doordash and Instacart. Doordash assignments are primarily food delivery. At least twice I have been assigned to shop for groceries and deliver to customers. The primary assignments with Instacart have been to shop for groceries and deliver them to customers.

11/2023 - 02/2024

UNEMPLOYED

01/2020 - 10/2023

HELP DESK CALL AGENT - GENERAL DYNAMICS

I am currently part of a team of call center agents who respond to incoming calls from DOD employees and contractors reporting hardware and network complications. I provide first-call resolutions or refer callers to a team of tier 2 administrators and technicians for unresolved hardware or network issues. 08/2018 – 06/2019

HOUSEKEEPING, ARMY NAVY COUNTRY CLUB

My responsibilities included maintaining clubhouse cleanliness and appearance. For special events as designated by the clubhouse management or requested by country club members, I assisted in the setup and decorating of the clubhouse.

10/2002 – 01/2018

DESKTOP SUPPORT AND CALL CENTER AGENT, CHENEGA CORPORATION My work began with supporting an organization-wide recapitalization. I aided in conducting site-wide surveys of sunset/legacy workstations, replacing them with more current desktop and monitor models purchased by a DOD agency. At the end of the recapitalization, I was moved over to working with the desktop support team, troubleshooting and resolving desktop issues. Then I was reassigned to support the company help desk as a call center agent. I answered customer calls and even worked a “chat” system in which I would submit trouble tickets or first-call resolutions.

EDUCATION

06/1993

DIPLOMA, HERNDON HIGH SCHOOL

SKILLS

● Microsoft Office – Word and Outlook

● Desktop hardware installation,

troubleshooting, and repair.

● Active Directory

● Cisco Unified Communications Manager

● Customer communication professionalism

● Surveying and inventory

● Microsoft Windows

● Remedy

● HelpNow

● Cisco Jabber

● PeopleSoft

● Desktop sanitizing and turn-in

● NAAP (NRO Account Action Process)

ACHIEVEMENTS

I previously had certifications and continuing education credits in Security+. I have shared in being awarded for outstanding customer support and received personal praise from a customer for call center support. A customer expressing their appreciation for first-call resolutions feels rewarding. My experiences on the job have been beneficial whenever I could use the skills I learned to troubleshoot familiar issues outside the workplace, especially at home. CURRENT BI AND POLYGRAPH. UPDATED TS-SCI CLEARANCE MILITARY SERVICE:

United States Navy 1993 - 1997

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