Tier I Help Desk Technician Resume

OBJECTIVE

Seeking employment as a support technician in a computer - oriented environment.

SUMMARY

Customer-oriented active listener, experienced in work requiring high standards, strict attention to detail and excellent interpersonal skills.
Able to maintain confidentiality and work with minimal supervision.
Enjoy contributing to a team effort and creating a good working environment.

Areas of Expertise

Able to install, configure, and troubleshoot many network environments, software, hardware, printers, fax machines, scanners, and VOIP telephones.
Apply questioning, active listening, and critical thinking skills to resolve end-user technical issues.
Proficient with Microsoft Windows, MS-DOS, and Microsoft Office.
System Administrator and Medical Software Administrator for a private office.

PROFESSIONAL EXPERIENCE

Tier I Help Desk Technician

Confidential

Responsibilities:

Upgraded desktop and laptop system components to include RAM, hard drives, video cards, network cards, sound cards, DVD/CD drives, power supplies, and cooling fans.
Added and configured new workstations, printers, scanners, and faxes to the Local area network.
Installed and configured Windows 2000 through Windows 10 operating systems and Internet Explorer, Chrome, and Firefox browsers on personal computers.
Provided customers basic guidance on how to use software and hardware.
Completed technical requests such as resetting passwords, mapping drives, and creating user accounts.
Gathered information regarding problems that could not be resolved at Tier 1 level for escalation.
Maintained and repaired PowerEdge servers, to include adding ram, changing batteries and rebooting.
Rewired server room; installed custom Cat5e cables and crimped end connectors.
Scanned equipment for malware, viruses, and unauthorized software; isolated infected computers, and removed infected files.
Resolved remote customers’ problems by providing them with step-by-step instructions.
Maintained 3 conference rooms, containing PCs, Polycom telephones, and projectors.
Created, maintained, and disabled user security badges.
Maintained and monitored security camera system
Troubleshot local email issues.
Assisted in the implementation of NIST standards.
Produced graphs, charts, and reports as required for office operation.
Recovered data from corrupt hard drives.
Troubleshot computer and software problems/malfunctions.
Maintained call logs for customer computer and network problems/queries.
Made and closed assignments in the ticketing system.
Installed and maintained server room UPS.
Installed, maintained, and updated VOIP telephone systems.
Troubleshot and repaired network printers.
Maintained Wi-Fi network.
Inventoried and accounted for company equipment.
Account administrator for special limited access software.
Installed system-wide medical software.

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