Help Desk Technical Support Resume Sample Format in Word -->

Help Desk Technical Support Resume Sample Format in Word

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Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / CV Format with Career Objective, Job Description, Skills & 30+ Years Work Experience for a Technical Support Administrator in Word / Doc / Pdf Free Download
Reetu Gittens
587-15 Colden Street #6J, Flushing, NY 11355
987•-654-321 • Reetu@gmail.com

SUMMARY

Over 30 years’ experience as computer system operations, working in a corporate IT environment. With excellent communication, multi-tasking skills plus a strong technical and operational background, my ability to troubleshoot issues with various computer systems as well as operational procedures enforced and prepared would be an asset to your company.
Areas of expertise and accomplishment included:

  • Created the process to establish the company Help Desk support function for all Duane Reade Stores, warehouses and corporate offices which totaled over 5000 staff.
  • Designed and implemented the process for production job stream schedules and system robot scheduling within the helpdesk and AS/400 operations.
  • Managed numerous systems project upgrades including version upgrades and software changes. All completed with minimal or no disruption to business operations.
  • Saved Duane Reade millions of dollars by upgrading and programming corporate Avaya PBX telecommunication systems, including all adds, moves and changes plus ACDs.
  • Designed a process to better establish faster response times when providing first-level technical support to corporate offices, stores, and distribution center. 
TECHNICAL SKILLS

AS/400, System Robot Scheduling,Hardware, Software, Peripherals Repair and Quality Assurance, Help Desk / User Support, Installation and Configuration, POS, Backup and Recovery management, Reporting and Documenting, LPARS. BRMS, MIMIX, MS Office, IBM I series V5R3, Windows XP, Printers, User Profile Administration, TCP/IP, Remedy, RISC6000, Avaya PBX Telephone System, ACD& Polycom phones, Troubleshooting, Customer Service skills, Multi-tasking skills, Remedy ticketing system, 3590 & 3592 tape drives, TSM backup, AS400 and BRMS backup and recovery.

PROFESSIONAL EXPERIENCE

Roslini Gittens Consulting Services (part time)2012 – present
·         Setup, troubleshoot and repaired small businesses and home computers.
·         Assisted high school students with college applications and financial aid forms.
·         Prepared billing and maintained accounts receivable for small companies and individuals.

United States Postal Service, New York, NY                                               2013 – present
Postal Carrier Assistant
·        Sort and distribute mails.

Duane Reade Headquarters, New York, NY                                   1988 to 2012          
      (Duane Reade is a Retail Chain with 300+ stores and 5000+ employees).

 System Operations (Technical Support),(1999-2012)

 Promoted to manage the daily operations and provided help desk support for 5000+ end users (including remote users) in various locations throughout New York.
  • Provided help desk technical support for more than 5000 staff located at Duane Reade headquarters, stores and distribution centers (2). Tracked and de-escalated technology and workflow problems, and assisted Desktop Support Group and other IT groups.
  • Documented help desk tickets/resolutions, and maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Set-up equipment for employees use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Provided technical, configuration, upgrades and installation support by phone and in person including PC’s, laptops, printers, scanners and projectors to all internal desktop computer users as well as new users. All completed with minimal or no disruption to business operations.
  • Provided TCP/IP addresses for desktop users and company equipment. Made sure there was no conflict of IP addresses.
  • Read trade magazines and technical manuals plus attended conferences and seminars to maintain knowledge of hardware and software.
  • Monitored company AS400 and LPARS systems including MIMIX and BRMS company data systems. Ran daily back-up jobs and ran restore upon request.
  • Provided successful Disaster Recovery planning and support by ensuring that all AS/400 Disaster Recovery procedures and processes were fully documented.
  • Monitored the Nortel and Meridian telephone Avaya PBX System including Data and Voice communication to identify problems or errors; ensure quick resolution by correcting problems or immediately notifying technical support.
AS400 Operations (1995-1999)

Promoted to manage “OWNED” the daily AS/400 operations to ensure performance standards were met or exceeded.
  • Monitored the daily AS400 operations. Provided backup and restores. Addressed any alerts sent via automated notification or by manual monitoring.
  • Oversaw the daily performance of computer systems. Coordinated all outage system communication.
  • Entered commands and observed system functioning to verify correct operations and detect errors.
·         Used BRMS and MIMIX daily as a utility to control tape movement for offsite storage. Used MIMIX for AS/400 replication.
·         Monitored all LPARS for system failures and battery/disc problems.
·         Assembled and configured employee PC’s, laptops, printers, and telephones for end users.
  • Provided help desk functions for AS400 operations, RISC tape drives, Point of Sale, telephones, faxes and email system for Headquarter, Stores and Distribution Center locations.
  • Interfaced regularly with internal technical support and programming managers.
Previous Positions:

 Assistant to Chief Accountant (1992 -1995)

 Promoted to monitor and control the company financial activity by working closely with the Chief Accountant.

Accounts Payable(1988 – 1992)

EDUCATION AND CERTIFICATION

 Associate in Applied Science (Accountancy), New York City Technical College, New York
Certificate in Computer Network Technology, Queens College, New York
License in Life, accident and Health Insurance Benefits

IBM AS/400 Operations - Advanced
BRMS Operations– Advanced
MIMIX - Advanced
VOIP Fundamentals training
Remedy and Incident Management
Access, Excel & Word
PBX and ACD training
Attended IBM training seminars

AFFILIATION

·         Member, National MBA Professional Organization of New York
·         Member, Joint Interest Group Inc.
·         Member, New York Cares Organization
·         Member, National Association of Female Executives (NAFE)

Volunteer at New York Cares



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About Author of the Website:

Neetu Singh is the founder of Resume Formats .Neetu Singh holds an Engineering degree in Computer Science with MBA Degree in Finance and Human Resource (HR). Currently she is running a Global Manpower Consultancy. Contact Her Here

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