Remote IT Help Desk Specialist Seeking Opportunities
Resume:
Robert M. Smith
West Springfield, MA *****
***********@*****.***
SUMMARY
Dedicated professional with experience offering exceptional customer service and above-average computer skills, including proficiency in Microsoft Office Suite. Eager to become a valued and integral team member. Excellent critical thinking abilities with a strong aptitude for logic and reasoning to identify problems and viable solutions. Capable of managing time effectively to make informed decisions and complete objectives, ensuring that obligations are met within established timeframes.
RELEVANT SKILLS
SERVICE TECHNICIAN
Consulted with customers to determine specific technology issues, provided estimates of cost and repair time, and developed tailored solutions
Delivered personalized computer support by addressing hardware and software repair needs for electronic equipment.
Investigated and resolved equipment malfunctions across a variety of devices, including printers, cable modems, routers/switches, and Wi-Fi devices
Executed virus removal, general computer tune-ups, and fixed software issues; responsibilities included upgrading memory, installing updates, and replacing failing hard drives
Installed cloud backup software and/or onsite data backup systems to secure client data
Saved customers thousands of dollars over the lifespan of their personal equipment by providing cost-effective computer and mobile device repair services
Prevented the loss of sensitive personnel data through successful hard drive recovery and data compilation
HELP DESK SUPPORT
Provided first-level support to end-users regarding hardware, software, and network issues, resolving majority of inquiries on the first call
Diagnosed technical issues and guided users through problem resolution via phone, email, and remote desktop capabilities
Created and maintained documentation for common issues, workarounds, and resolutions to improve team efficiency and customer satisfaction
Installed, configured, and maintained computer systems, applications, and peripherals to ensure optimal functionality
Supported software applications by troubleshooting issues, performing installations, and coordinating updates to ensure systems remain secure and functional
Monitored and responded to help desk tickets, prioritizing requests based on urgency and impact to business operations
Collaborated with IT teams to implement system upgrades and manage changes efficiently while minimizing downtime
Trained end-users on new technologies and software applications, enhancing overall productivity and user satisfaction
Maintained inventory of IT equipment and software licensing, ensuring compliance with organizational standards
Provided feedback to management regarding recurring issues to facilitate ongoing improvements in processes and support
TECHNICAL CONSULTANT
Provided maintenance and repair services for Point-of-Sale (POS) equipment for NCR Corporation, ensuring optimal performance and minimal downtime
Conducted daily consultations with customers to assess and address store-wide equipment issues, fostering strong client relationships and enhancing service delivery
Collaborated with fellow technicians and second-level support teams to provide technical guidance and remote assistance, ensuring swift resolution of complex issues
Diagnosed, tested and repaired, various POS systems, covering components such as monitors, scales, scanners, hand scanners, printers, and Small Form Factor computers
PROFESSIONAL EMPLOYMENT EXPERIENCE
Robert M. Smith IT Services, PA, NH, & MA Service Technician 2015 ~ Present
NCR Corporation, Duluth, GA Field Service Technician 2019
K-Force Technology/Ask Staffing, Pottsville, PA Field Service Technician 2018
Venture 3 Systems, Hatfield, PA Sales Consultant 2017
MILITARY HISTORY
United States Navy ~ Communications Specialist ~ Honorable Discharge
EDUCATION
Department of Education ~ GED
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