Help Desk It

Brittany Bowles

Mansfield, TX • **********@*****.*** • 940-***-****

IT Help Desk Support Specialist

SUMMARY

Detail-oriented and experienced Help Desk Specialist with 5 years in Tier 1 support roles, including 3 years working remote. Skilled in resolving technical issues via phone, chat, and emails, with a strong focus on troubleshooting Microsoft products, proprietary software, and basic hardware problems. Known for clear communication, fast learning, and a genuine passion for solving problems. SKILLS

• Microsoft Office / Windows OS Support

• Password Resets & Account Setup

• Printers & Peripheral Troubleshooting

• ServiceNow • BMC Remedy

• Escalation Handling • Customer Chat & Phone Support

• Peer Training & Team Collaboration

• Calm Under Pressure • Non-technical Explanations EXPERIENCE

IT Help Desk Specialist

DXC Technology – Remote / Plano, TX

March 2017 – September 2022

• Provided Level 1 technical support to internal employees via phone, chat, and web tickets.

• Resolved issues related to password resets, proprietary software, printers, and Microsoft tools.

• Managed multiple communication channels simultaneously (calls + chats).

• Used ServiceNow and Remedy to document incidents, escalate issues, and track resolutions.

• Frequently assisted peers in team chats and helped informally train new hires.

• Promoted a collaborative, problem-solving environment with a focus on user satisfaction. Customer Service Associate / Supervisor Roles

Walmart – Benbrook, TX

September 2008 – April 2016

• Held multiple positions including front-end support, cashiering, stock, and managing.

• Built strong communication and multitasking skills in a high-pressure environment.

• Learned how to stay calm and resourceful with frustrated or confused customers.

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