David Armstrong
Collegeville,Pennsylvania
Summary
Innovative Help Desk Analyst with 2 years' experience in prioritizing customer satisfaction while providing technical support. Successful in providing network support, troubleshooting and maintenance to over 1000 workstations. Personable communicator while assisting with technical issues and training.
Overview
4
4
years of professional experience
7
7
years of post-secondary education
Work History
Help Desk Consultant
DecisionOne Corp
Wayne, PA
10.2019 - Current
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems.
- Answered incoming calls from large and small business customers on their various products.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve various issues.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
Senior Guest Advisor
GameStop
Royersford, Pennsylvania
06.2018 - 12.2019
- Communicated special needs and amenity delivery requests from guests to designated departments and personnel.
- Anticipated guests' needs, responded promptly and courteously and acknowledged each guest during busiest of times.
- Resolved guest complaints and followed up to confirm guest satisfaction with solution.
- Explained amenities of property to guests and proactively maintained current knowledge of guest services status.
- Processed adjustment vouchers, pay-outs and corrections and coordinated bank deposits and transactions.
- Established and maintained positive working relationships with colleagues and modeled exemplary teamwork in front of guests.
- Learned and followed corporate safety policies and procedures and handled potential emergencies and alarms with calm professionalism.
- Operated and proficiently navigated computer hardware and software applications and performed accurate data entry to optimize guest services.
Education
Associate of Applied Science - Cyber Security
Montgomery County Community College
Blue Bell 01.2017 - 05.2020
Dean's List Fall of 2017 And Spring of 2018 -
Montgomery County Community College
Blue Bell, PANo Degree - Network Administration Certificate
Montgomery County Community College
01.2017 - 05.2020
Skills
Technical Support
Proficient in PC systems
Logging support tickets
Software diagnosis
Technical issues analysis
Client communication
Desktop support
Office 365
ServiceNow
Active Directory
Citrix
Proficient in Mac systems
Timeline
Help Desk Consultant
DecisionOne Corp
10.2019 - Current
Senior Guest Advisor
GameStop
06.2018 - 12.2019
Associate of Applied Science - Cyber Security
Montgomery County Community College
01.2017 - 05.2020
No Degree - Network Administration Certificate
Montgomery County Community College
01.2017 - 05.2020
Dean's List Fall of 2017 And Spring of 2018 -
Montgomery County Community College