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Helpdesk Support

Houston, Texas, United States
November 06, 2019

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Yunus Unia

***** ****** ***** *******, ** ***** 281-***-****


PC technician with experience supporting software and hardware seeking to develop new skills and discover growth.


Cisco Networking Academy, Spring 2017, Lone Star College

Associate of Arts, December 2015, Lone Star College

Skills & Abilities

Excellent technical knowledge of network and PC hardware

Detailed understanding of Windows and Mac operating systems

Detailed understanding of Microsoft Office programs

Detailed understanding of Adobe Acrobat, Photoshop, Lightroom

Detailed understanding of iOS and Android operating systems

Strong customer service orientation

Strong written and oral communication

Able to convey technical subjects to non-technical as well as technical customers

Strong familiarity with ServiceNow

Strong familiarity with Zendesk

Intermediate experience with Cisco Networking topics


Part-Time PC Technician for Lone Star College-North Harris, Health Professions Building (Mar. 2017 to Present)

First line of support for 50 faculty and staff with PC services

Received and responded to phone calls and walk-ins

Installed, configured, tested, maintained, and troubleshooted workstation hardware and software

Performed on-site analysis and resolution of PC problems for end users

Received and responded to tickets generated via ServiceNow

Maintained inventory of monitors, keyboards, printers, scanners, and other peripheral equipment

Documented all work performed by notating ServiceNow tickets with work comments

Performed PC hardware and peripheral equipment upgrades or repairs

Delivered positive customer services and interactions

Coordinated with team members to solve problems

Updated and documented all work performed in ServiceNow

Customer Support Specialist for iGP Games, remote/online (June 2017 to Present)

First line of support for more than several hundred users per month

Supported users utilizing PCs, smartphones, and tablets

Received and responded to tickets generated by e-mails and Facebook messages in Zendesk

Responded to posts created by users via in-game forum

Performed remote analysis and resolution of issues with iGP Manager app or website

Escalated app or website related issues to development team

Resolved time-sensitive problems such as in-app purchases and account recovery

Provided customers with answers and solutions to questions and issues regarding iGP Manager

Coordinated with Community Manager to resolve in-game disputes between users

Maintained up-to-date knowledge of all aspects of iGP Manager

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