Mark Bozeman

Help Desk Support Specialist

ADT Security

Jacksonville, FL

06.1999 - 05.2009

Configured network settings including IP addresses and DNS servers on a variety of devices such as routers, switches, firewalls.
Identified potential areas of improvement in existing processes related to help desk operations.
Created detailed reports describing help desk activities.
Diagnosed system errors using event viewer logs and other diagnostic tools.
Provided guidance on best practices when dealing with IT related incidents.
Maintained records of daily data communication transactions, problems, and remedial actions taken or installation activities.
Ensured compliance with company standards regarding computer usage and security policies.
Provided technical assistance and troubleshooting for customers with hardware, software, and network issues.
Resolved customer complaints by identifying problems, determining causes, selecting solutions, and implementing corrective actions.
Tested computer equipment to ensure proper functioning according to specifications.
Responded to customer inquiries via phone, email, or chat support.
Opened service tickets for clients, documenting user information and description of problem.
Fielded help desk customer questions and fulfilled requests.
Supported customers with password resets and account customization.
Resolved Level 1 technical issues with software, hardware and peripherals.
Assisted customers with instructional support and product troubleshooting.
Initiated shipments to send equipment to clients and tracked return shipments.
Maintained positive working relationship with fellow staff and management.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Answered user inquiries to resolve computer software or hardware operation problems.
Performed variety of clerical and administrative duties pertaining to on-site support.
Developed training materials and procedures or trained users in proper use of hardware or software.
Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
Collected, analyzed and reported on data for use in operational planning.
Installed and performed minor repairs to hardware, software or peripheral equipment.