Your Name
Summary
I would bring to you an extensive customer service background to your team. I'm a fast learner and I have an enthusiasm to help others. I work hard to please the customer and to resolve issues at the first level. I will provide to your customers a sense of understanding and make sure that they feel that I'm there to help them. Senior Help Desk Analyst with technical and troubleshooting repair expertise. Team player who is flexible, reliable and adaptable to dynamic environments. I am detail-oriented with extensive experience in telecommunications and customer service. Troubleshoots highly technical issues with ease and patience. I am effective at technical support and reporting. Highly computer-savvy. I am seasoned with more than 16 years in customer service and technical troubleshooting.
Overview
28
28
years of professional experience
Work History
Senior Help Desk Analyst
TeleCorp Communications, Inc.
Arlington, VA
04.2015 - 12.2023
- Managed call flow and responded to technical support needs of customers.
- Installed software, modified and repaired hardware and resolved technical issues.
- Resolved customer issues in a clear, courteous and straightforward manner.
- Demonstrated professionalism and courtesy with customers at all times.
- Identified and solved technical issues with a variety of diagnostic tools.
- 14 years of technical support experience.
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
- Enthusiastically participated in job related training.
- Described solutions to customers accurately and persuasively.
- Used ticketing systems to manage and process actions taken.
- Provided on-call support for critical issues.
Help Desk Technician
TEKsystems
Falls Church, VA
09.1995 - 02.2003
- Installed software, modified and repaired hardware and resolved technical issues.
- Provided base level IT support to non-technical personnel within the business.
- Managed call flow and responded to technical support needs of customers.
- Resolved customer issues in a clear, courteous and straightforward manner.
- Demonstrated professionalism and courtesy with customers at all times.
- Identified and solved technical issues with a variety of diagnostic tools.
- Followed up with clients to ensure optimal customer satisfaction.
- Conducted research to address customer concerns.
- Worked closely with team members to meet or exceed all customer service requirements.
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
- Compiled and accurately entered electronic data.
- Reviewed technical documentation and procedures.
- Managed customers' expectations and experience to a high degree of customer satisfaction.
- Defined and documented technical best practices.
- Described solutions to customers accurately and persuasively.
- Set up PC and Apple desktops and laptops and all types of mobile devices.
- Used ticketing systems to manage and process actions taken.
- Provided on-call support for critical issues.
Education
Associate of Science - Transportation Management
Anne Arundel Community College
Arnold, MD05.2009
Bachelor of Science - Mathematics And Computer Science
Howard University
Washington, DC05.1994
Skills
- Customer service expert
- Analytical and critical thinker
- Fast learner
- Skilled multi-tasker
- Adobe and Adobe Flash proficiency
- Skilled in TCP/IP and WAN
Timeline
Senior Help Desk Analyst
TeleCorp Communications, Inc.
04.2015 - 12.2023
Help Desk Technician
TEKsystems
09.1995 - 02.2003
Associate of Science - Transportation Management
Anne Arundel Community College
Bachelor of Science - Mathematics And Computer Science
Howard University