Service Desk Help

SUMMARY

**+ years of Help Desk/Technical Support experience in corporate environment.

SKILLS

Windows 7, Windows 10, Windows 11, 2008 Server, Macs & NT.

Microsoft Excel, Word, PowerPoint, Access, & Outlook

Remedy, Service Now and Oracle Ticketing System

Team Player

Multitasking

Accurate Troubleshooting Skills

PROFESSIONAL EXPERIENCE

Service Desk Technician- Contractor

May 2017-Present

MLGW – Stragistics Technology, Inc.

Primary responsibilities include answering inbound telephone calls. Addressing various computer related issues.

Documenting each call in a ticketing system (Business Manager Team Track).

Assigning inbound service desk tickets to assigned groups.

Responding to emails from user in efficient manner.

Assisting user with VM profile issues using tools such as VMware VSphere, Client VMware Horizon View Administrator,

Reset user’s password for different applications (Oracle, Novell, CIS and Metavante)

Providing remote support for users with technical issues.

Service Desk Technician- Contractor

Oct 2014 –May 2017

MLGW – Zycron, Inc.

Primary responsibilities include answering inbound telephone calls. Addressing various computer related issues.

Documenting each call in a ticketing system (Business Manager Team Track).

Assigning inbound service desk tickets to assigned groups.

Responding to emails from user in efficient manner.

Assisting user with VM profile issues using tools such as VMware VSphere, Client VMware Horizon View Administrator,

Reset user’s password for different applications(Oracle, Novell, CIS and Metavante)

Providing remote support for users with technical issues.

IT Help Desk Technician

Feb 2014 - Oct 14

Vanderbilt University Medical Center

Diagnosing and repairing technical issues within medical center call center.

Assist end users with hardware and software issues within medical call center.

Train new employees on the company network system and different software applications.

Supported Windows XP/7, Office 2010, and Kronos time sheet software

Providing Installs, troubleshoots, and repairs computers, Macs, scanners, printer, switches, fax machines and routers.

Help Desk Analyst April 2013 - Dec 2013

UBS Financial Services

Provided technical support for users with software and hardware issues within a call center environment.

Provided remote support for users with technical issues.

Escalated unresolved issues to level 2 supports.

Supported Windows XP/7, VMware, SQL, Exchange, Office 2010, Blackberry, Mobile devices, Thomson Reuters and Citrix remote support.

OPS Technician II Apr 2009 – Apr 2011

Comcast Cable

Primary responsibilities included phone support for incoming calls from Comcast Technicians with technical issues with VOIP telephone and internet services issue.

Provided support to Comcast Customer with technical issues.

Exceed company’s expectation with the technicians’ call handing time and the call volume.

Build customer telephone accounts in Cisco software.

Also, documenting each call on a log sheet with technical problems that the technicians are having in the field and what was done to resolve it.

EDUCATION

Associate of Applied Science in Electronic Technology Graduated 1994

State Technical Institute of Memphis, Memphis, TN

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