IT Help Desk Technician Resume Title: IT Help Desk Technician with 5+

Mr. Dawn Price 301-***-****

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

Elkridge, MD 21075

To Whom It May Concern:

I am interested in the recently posted position within your company. I have attached a copy of my resume for your consideration.

My experience includes two years as a field technician and three years in help desk support. I completed IT Help Desk training and Network Technician training through Maryland’s Workforce Exchange/WIOA program receiving a certification as an IT Help Desk Administrator. In addition, I am CompTIA A+ certified. My responsibilities in the positions I’ve held comprised of; software installation, utilizing active directory, troubleshooting PC issues, troubleshooting network problems, cable and internet installation.

I am confident that my credentials, abilities, and interests will complement the position and I look forward to discussing why hiring me would be mutually beneficial.

Respectfully,

Dawn Price

Profile

Dynamic Service Desk Associate with over three years of experience delivering exceptional technical support and resolving issues effectively. Proficient in troubleshooting, ticket management and user account administration, with a solid background in both educational and healthcare environments. Expertise in employing ticketing systems to document incidents and ensure timely follow up, while fostering clear communication to prioritize customer needs. Committed to enhancing user experience through efficient problem resolution and collaborative teamwork.

Employment History

Service Desk Associate (Baltimore City Public Schools)

oDeliver first level support to end users through remote assistance, phone and email.

Document incidents in HEAT ticketing system.

Troubleshoot issues, resolve tickets, or escalate as needed.

Install software for printers, desktops, and laptops.

Manage Active Directory for internal user account support.

Utilize Jabber/Cisco voice data application

Utilized remote in software such as N-able take control and Dameware

Help Desk Associate (FEI)

oDelivered client support and resolved technical issues via email, remote assistance and phone.

Supported healthcare provider applications and ensured efficient follow-up on user inquires.

Provided timely, efficient and pleasant follow up to end user questions or issues

Communicated customer priorities regarding incidents to shift supervisor.

Documented incidents in Ivanti ticketing service management system.

Developed training material and customer facing documents.

Field Tech (Xerox)

oInstalled traffic enforcement cameras using handheld power tools.

Troubleshoot malfunctioning equipment, including cameras and power sources.

Maintained internal CPU and uploaded traffic data.

Exchanged and replaced portable power sources and cameras.

Collaborated with team to ensure timely installation and updates.

Education

BA, Edinboro University of Pennsylvania

MS, California University of Pennsylvania

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