Service Desk Technician resume examples

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Skillful Service Desk Technician resume

Keith Scipi
Summary

Forward-thinking, hands-on Service Desk Operations Supervisor responsible for the daily management of a 7 member team supporting 500+ employees in a firm with a $90M annual revenue. Effective problem solver with excellent communication, technical and team management skills in alignment with the firms strategic outlook. Oversees 24/7 response for both hardware and software support needs including problem diagnosis. Final point of contact for all trouble ticket escalations.

Experience
IT Service Desk Operations Supervisor BPM | Walnut Creek, CA | January 2013 - Current
  • Manages a 7 member service desk team
  • Works with and reports directly to the firm's CIO
  • Oversees support of all client software and hardware
  • Implemented standard operating procedures by creating service desk charter outlining the SLA as well as workflow charts for technicians to follow for incident tickets, appropriately prioritize and efficiently close
  • Regularly performs RCA on recurring incident tickets and has successfully reduced incident tickets by 15%
  • Improved incident response times by 20% by restructuring the technician call queue scheduling
  • Worked directly with the Infrastructure Team in the implementation of a new self-service video conferencing system. The result of the project contributed to a 30% reduction of ticket requests, enabling technicians to concentrate more time on technical support of clients
  • Implements periodic surveys to evaluate client satisfaction levels and proposes recommendations to the CIO for improvement
  • Conducts performance appraisals and career counseling
  • Performs interviews for new service desk staff positions making recommendations to the CIO
  • Stays abreast of technology by attending technical webinars, forums, seminars
IT Senior Service Desk Analyst BPM | San Francisco, CA | January 2012 - January 2013

Successfully lead and accomplished client computer customization project on the Windows 7 deployment team. Lead of the firm's high productivity tax application- updating, upgrading, supporting to ensure minimal downtime. Successfully mentored entry level technicians into tier 1 and 2 positions, improving the service desk's overall efficiencies. Managed the call/ticket queue scheduling ensuring 24/7/365 technical support for the firm.

IT Service Desk Technician BPM | San Francisco, CA | December 2007 - January 2012

Worked on a team supporting 380 users in five bay area locations, with an expansive knowledge of computer hardware, desktop applications, peripheral equipment and basic networking principles and functions. Ability to pinpoint users issues effectively with oral and written communication skills. Strong organizational skills and ability to prioritize work and deadlines.

Proprietor Keith's Gardening | Castro Valley, CA | April 1995 - December 2007
  • Established and operated a gardening and landscaping business with over 100 clients.
  • Hired, trained, and managed projects directing 3 work crews.
  • Performed bookkeeping.
Professional Courses and Certifications
Network Systems Administration Heald College | | Hayward, CA | 2007

Project Management Course - (Presenter- Valerie Colber, MBA, PMP, SCPM) 

HDI Support Center Manager (HDI-SCM) Training course

MCP

MCTS

MCDST


Highlights

Proficient in Active Directory

Solid oral and written communication skills

Solid technical and nontechnical communication skills

Excellent client service skills

Experienced analytical skills/RCA



References
References available upon request.
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Job-winning Service Desk Technician resume

Joey Peterson
Summary

I am a highly adaptable, ambitious, passionate, and detail-oriented person with over 13 years combined military and security experience seeking full-time employment in management.  Throughout my life, I have gained experience in excellent communication skills, strategic planning, excellent customer service, and being proactive by being a Lead Pastor as well as being employed in a high paced hospital environment.  I am also experienced in responding to emergency situations and providing crisis intervention. I am able to adapt quickly to new environments and comfortable being physically active for the entirety of extended shifts.

Highlights
  • Military Police background
  • Investigative skills
  • Report writing
  • High level of integrity
  • Calm under pressure
  • Supervised/Trained
  • Observant
  • Crime prevention methods
  • Crisis prevention
  • Adaptable
  • Surveillance
  • Detail-oriented
Skills
Healthcare People skills: great bedside manner, enthusiastic people person, great organizational skills, Administrative, interpersonal, possesses great conflict management, creative, inventory skills, leadership, and managing.
 
Computer Skills and Troubleshooting:  Self-taught and continuing to learn in computer and network troubleshooting.  Planning to take Comptia A+ in 2017.  Efficient in Microsoft word, Publisher, PowerPoint, excel, and spreadsheets.  Experienced with Microsoft Windows 95, 98, 2000, ME, XP, Vista, 7, 8, 8.1, and windows 10.
Experience
Correctional Officer III Aug 2018
Robert L Patten PDC Lakeland, GA
  • Employed de-escalation techniques, verbal commands and used physical and mechanical restraints to address unruly inmates.
  • Maintained correct physical head count at all times.
  • Enforced resident behavior management system and wrote incident reports for infractions.
  • Informed inmates and visitors of rules, safety and security procedures and responsibilities.
  • Routinely reviewed housing assignments and reassigned inmates when needed.
  • Received property from incoming inmates, provided receipts and inspected items for contraband.
  • Signed in all visitors and completed appropriate visitation log forms.
  • Counseled juveniles on day-to-day reality oriented problems.
  • Conducted pre-trip and post-trip equipment inspections of transport vehicles and equipment.
  • Transported inmates to and from medical and dental appointments, funerals, work details and court hearings.
Correctional Officer III Aug 2018 to Current
Robert L Patten PDC Lakeland, GA
  • Employed de-escalation techniques, verbal commands and used physical and mechanical restraints to address unruly inmates.
  • Maintained correct physical head count at all times.
  • Enforced resident behavior management system and wrote incident reports for infractions.
  • Informed inmates and visitors of rules, safety and security procedures and responsibilities.
  • Routinely reviewed housing assignments and reassigned inmates when needed.
  • Received property from incoming inmates, provided receipts and inspected items for contraband.
  • Signed in all visitors and completed appropriate visitation log forms.
  • Counseled juveniles on day-to-day reality oriented problems.
  • Conducted pre-trip and post-trip equipment inspections of transport vehicles and equipment.
  • Transported inmates to and from medical and dental appointments, funerals, work details and court hearings.
Correctional Officer I Feb 2017 to Apr 2017
Valdosta State Prison Valdosta, GA
  • Assisted in restraining violent and unruly inmates.
  • Monitored inmate behavior to prevent crime, escape attempts and other dangerous activities.
  • Conducted internal security checks and distributed meals.
  • Continually monitored dormitories for inappropriate activity.
IT Service Desk Technician Jul 2016 to Sep 2016
Tift Regional Medical Center Tifton, GA
  • Provided base level IT support to company personnel.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Displayed courtesy and strong interpersonal skills with all customer interactions.
  • Maintained composure and patience in face of difficult customer situations.
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
  • Referred difficult issues to upper management while maintaining positive rapport with customer.
  • Informed customers about issue resolution progress.
  •  Provided thorough support and problem resolution for customers.
  • Assisted customers with technical issues via email, live chat and telephone.
  • Researched, resolved and followed up on customer issues.
Security Officer Aug 2011 to Jul 2016
Tift Regional Medical Center Tifton, GA
  • Conducted investigations regarding suspected incidents as well as patient,visitor, employee falls.
  • Patrolled the facility and served as a general security presence and visible deterrent to crime and rule infractions.
  • Reported all incidents, accidents and medical emergencies to law enforcement.
  • Responded quickly to medical emergencies, bomb threats and fire alarms.Answered alarms and investigated disturbances.
  • Detected suspicious activities and watched for criminal acts and rule infractions.
  • Inspected parking lot to verify that vehicles were properly parked and displayed parking permits. 
  • Monitored and authorized entrance and departure of employees and visitors.
  • Circulated among visitors, patrons and employees to preserve order and protect property.
  • Wrote reports on property damage, theft, presence of unauthorized persons and unusual occurrences.
  • Monitored and reported suspicious activities to local authorities.
  • Warned offenders about rule infractions and violations and verbally evicted violators from premises.
  • Monitored central alarm system for fire, intrusion, and duress alarms and responded when needed.
  • Denied entrance to the building to unauthorized persons.
  • Secured all doors in the office and main building after hours.
  • Made access badges using S2 software.
Lead Pastor Apr 2010 to Nov 2012
Fitzgerald First Assembly of God Fitzgerald, GA
  • Lead the church through a revitalization process growing in attendance from 8 members to 45.
  • Counsel individuals and groups concerning their spiritual, emotional, and personal needs.
  • Pray and promote spirituality.
  • Prepare and deliver sermons and other talks.
  • Train leaders of church, community, and youth groups.
  • Visit people in homes, hospitals, and prisons to provide them with comfort and support.
  • Organize and engage in interfaith, community, civic, educational and recreational activities.
  • Participate in fundraising activities to support congregation activities and facilities.
  • Refer people to community support services, psychologists, and doctors as necessary.
Associate Pastor Jan 2008 to Dec 2010
Valdosta's First Assembly of God Valdosta, GA
  • Performed all pastoral and administrative responsibilities of the senior pastor when absent.
  • Assisted in developing, organizing and giving leadership to the ministries within the church.
  • Monitored/Accessed the church ministries and alerted the senior pastor of any areas of concern.
  • Recruited and trained volunteers.
  • Developed a discipleship/leadership class for the maturing of spiritual life and kingdom advancement.
  • Hospital visitation Developed a first time visitor's follow-up strategy.
  • Planned, organized, and delegated numerous outreach/evangelism events.
  • Demonstrated: Servant leadership, strong, mature godly character, faithfulness to God and church, integrity above reproach, professionalism, creativity, proven interpersonal and conflict management skills, and creative and highly organized.
Celebrate Recovery Pastor Jan 2004 to Jan 2008
Garden Grove Church Winter Haven, FL
  • Director/Pastor of Celebrate Recovery a 12 step Christ-centered recovery program-4 yrs.
  • Successfully planned, organized, and delegated leadership roles involved in success of Celebrate Recovery.
  • Created a manual for leaders and co-leaders of Celebrate Recovery.
  • Planned and organized numerous outreach/evangelism events.
Full-time Student Jan 2004 to Jan 2008
Southeastern University Lakeland, FL
  • Worked independently and as part of a team to achieve multiple class assignments/projects.
  • Researched, prepared, and presented numerous presentations to teacher, classmates, and churches.
  • Trained church members to lead.
Material Service Coordinator Jan 2002 to Jan 2004
Ryder Integrated Logistics Macon, GA
  • Material Service Coordinator for AT&T (Bell South).
  • Used prescribed data input procedures, motorized tractor-trailer handling equipment, test equipment, key punch equipment and other mechanized procedures necessary to maintain appropriate inventory levels in and around the storeroom and other force reporting locations.
  • Ordered material, unloaded stock received from trucks, maintained inventory records, and verified billing and inventory reports.
Military Police Jan 1996 to Jan 2001
US Army
  • Received and implemented combat orders and directed deployment of personnel in offensive, defensive and retrograde operations.
  • Effective decision-maker in high-pressure environments.
  • Managed receipt, storage and issue of ammunition processes.
  • Patrolled areas and allowed restricted area access for authorized personnel.
  • Led military police teams in support of battlefield operations.
  • Prepared operation plans and orders to support security of resources and installations.
  • Coordinated training schedules and filed crucial administrative paperwork.
  • Performed duties as a patrol officer for the community safeguarding buildings, billets, equipment, and vehicle storage areas.
Education
BCOT 2017
Firearms 2017 Georgia Dept. Of Corrections Firearms
  • OC Spray
  • Autoloader
Taser Certified, 2013 OC certified 2012 Tifton, GA
License to Preach 2009 Assemblies of God
Bachelor of Science, Pastoral Ministry 2007 Southeastern University Lakeland, FL
Certified Minister 2007 Assemblies of God
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Experienced Service Desk Technician resume

Shuvagata Bhattacharjee
Professional Summary
Highly focused computer networking specialist with thorough understanding on networking principles and customer service skills. In search of opportunities that will not only allow me to apply my knowledge but also foster an environment for new ideas and constant growth.
Certifications
  • Juniper Networks Certified Associate (JNCIA-Junos)- August 2017
  • Cisco Certified Network Associate (CCNA)- May 2017
  • CompTIA A+- December 2015
Skills
  • Solid understanding on networking concepts and hardware- routers, switches, access points etc.
  • Understanding of networking and telecom infrastructure- WAN, LAN, radio frequency design, communication standards- 2G, 3G, LTE, CDMA, WCDMA, TDMA, VoIP (SIP, H.323, H.263/H.264), Wi-Fi (IEEE 802.11a/b/g/n/x), WiMAX (IEEE 802.16, 802.16e), DSL, Cable.
  • Complete grasp on each layer of the OSI and TCP/IP model.
  • Detailed understanding of Application layer protocols- FTP, TFTP, HTTP, HTTPS including host and server management protocols - DHCP, DNS and mail protocols- SMTP, POP3 and IMAP.
  • Excellent knowledge on different LAN switching fundamentals like VLANs, Spanning tree Protocol, DTP (IEEE 802.1Q) and WAN switching- MPLS.
  • Knowledgeable on routing principles - RIP, IGRP, EIGRP, OSPF, IS-IS and BGP.
  • Network management and troubleshooting principles: SNMP, ICMP.
  • Network security: ACL (standard, extended and Dynamic), Firewall Filters (Juniper), IPSec, SSL, remote device management via SSH, wireless security standards: WEP, WPA, WPA 2, WPA 2 Enterprise, identity authentication protocols: PAP, CHAP, RADIUS.
  • Growing knowledge on IOS (Internetwork Operating System) and the Junos OS (Juniper Network Operating System).
  • Good understanding of Network cabling standards including T568A, T568B, coaxial (RG 6, RG 8, RG 58, RG 59) and Ethernet CAT 3/4/5/5e/6.
Education
Master of Engineering: Electrical Engineering, May 2015
University of Windsor - Windsor, Ontario, Canada
Bachelor of Technology: Electronics and Communication Engineering, August 2013
West Bengal University of Technology - Kolkata, West Bengal, India
Work History
Service Desk Technician, 02/2016 to Current
Northwestel Yellowknife, NT
  • Working with a robust ticketing system for generating and working on assigned tickets to address/resolve different network and end user service issues.
  • Engaged with Cisco CMTS UBR 10K / 7K for troubleshooting cable internet problems, DOCSIS 3.0 and 3.1/ provisioning new cable modems to the CMTS and troubleshooting various service issues.
  • Use of Cisco CMTS command base to check modem status/reset/delete modem,check  node or area status, channel bonding, traffic/IP SLA , RF levels such as Upstream/Downstream signal power and SNR etc.
  • Working with ADSL technologies- Ericsson smart edge BRAS, troubleshooting and configuring ADSL connections. Checking DSLAM ports assigned to customers for SNR /Attenuation and other parameters as part of troubleshooting.
  • Providing support to Northwestel email subscribers on web mail and various third part email applications such as Microsoft Outlook, Apple mail, etc, configure Northwestel email accounts on these mail clients via remote desktop assist.
  • Checking logs on Northwestel email servers to troubleshoot mail delivery issues to non Northwestel domains. Checking IP blacklists and contacting Barracuda support/other email service providers to troubleshoot and resolve such issues.
  • Collaborating with other departments such as Network Operations and Control Center ( NOCC ) and Network Services and Support IP ( NSSIP ) to support/update and track network outages.
Technical Support Specialist (AT&T U-Verse), 06/2015 to 11/2015
Sutherland Global Services Windsor, ON
  • Acting as customer interface and resolved end user troubles with professionalism and precision.
  • Troubleshot network connectivity issues for U-Verse customers including support for devices such as AT&T modems, wireless access-points, third party network devices- features like port forwarding for home security systems and online gaming etc.
  • Assisted customers on various desktop applications like anti-virus setup, web browser support, password recovery, etc.
  • Logged detailed notes about cases and resolutions on a handy ticketing system.
Reference:
References available upon request.
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