Help Desk Specialist Resume
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Charles Bloomberg
PROFESSIONAL SUMMARY
Experienced Help Desk Specialist with a proven record of resolving issues promptly and improving user satisfaction. Skilled in technical support, troubleshooting, and customer service in fast-paced environments.
PROFESSIONAL Experience
Help Desk Specialist | Company A
January 2021 — Present, Redmond, WA, USA
• Resolved over 300 technical support tickets monthly with a 98% user satisfaction rate, using tools like ServiceNow and Zendesk.
• Implemented a knowledge base solution, resulting in a 20% decrease in repeat inquiries by ensuring information was accessible and user-friendly.
• Trained and mentored 15 new help desk technicians in support processes, software tools, and customer service best practices.
• Reduced average ticket resolution time by 30% through the optimization of troubleshooting protocols and automation scripts.
• Collaborated with the IT team to address system vulnerabilities, enhancing overall network security and preventing future incidents.
• Implemented a knowledge base solution, resulting in a 20% decrease in repeat inquiries by ensuring information was accessible and user-friendly.
• Trained and mentored 15 new help desk technicians in support processes, software tools, and customer service best practices.
• Reduced average ticket resolution time by 30% through the optimization of troubleshooting protocols and automation scripts.
• Collaborated with the IT team to address system vulnerabilities, enhancing overall network security and preventing future incidents.
Senior Help Desk Technician | Company B
March 2017 — December 2020, San Jose, CA, USA
• Managed a team of 8 help desk technicians, overseeing daily operations to ensure timely resolution of technical issues.
• Increased first-call resolution rate by 25% through development and implementation of a comprehensive troubleshooting guide.
• Spearheaded deployment of a new ticketing system, reducing ticket handling times by 15% using Freshdesk.
• Conducted regular training sessions on new software and hardware tools, resulting in a 40% improvement in technician efficiency.
• Increased first-call resolution rate by 25% through development and implementation of a comprehensive troubleshooting guide.
• Spearheaded deployment of a new ticketing system, reducing ticket handling times by 15% using Freshdesk.
• Conducted regular training sessions on new software and hardware tools, resulting in a 40% improvement in technician efficiency.
Technical Support Specialist | Company C
July 2014 — February 2017, Austin, TX, USA
• Provided Level 1 and Level 2 support to over 200 employees, ensuring minimal downtime and high productivity.
• Developed and maintained documentation on common technical issues and resolutions, reducing training time for new hires by 20%.
• Assisted in the rollout of software updates, ensuring compatibility and resolving any immediate post-update issues.
• Developed and maintained documentation on common technical issues and resolutions, reducing training time for new hires by 20%.
• Assisted in the rollout of software updates, ensuring compatibility and resolving any immediate post-update issues.
Junior Help Desk Technician | Company D
June 2011 — June 2014, Boston, MA, USA
• Responded to and resolved approximately 800+ user queries annually, achieving a 95% satisfaction rate.
• Monitored and maintained IT infrastructure, updating system software and hardware as required.
• Collaborated with senior engineers on larger projects, gaining valuable experience in network configurations and server management.
• Monitored and maintained IT infrastructure, updating system software and hardware as required.
• Collaborated with senior engineers on larger projects, gaining valuable experience in network configurations and server management.
Education
Bachelor of Science in Information Technology | University of California, Berkeley
May 2011
Expert-Level Skills
Technical Support, Troubleshooting, Ticketing Systems (ServiceNow, Zendesk, Freshdesk), Network Security, Customer Service, Team Management, Training, Documentation, IT Infrastructure, Problem Solving, Communication, Adaptability