SUMMARY
Supportive Help Desk Technician recognized for finding the root cause to provide a permanent resolution to problems. Talented at maintaining, analyzing, and troubleshooting computers and peripherals. Offering eight years of progressive experience in Managed Service Provider help desk management and support for companies ranging from local to international. Skilled in researching and implementing solutions to alleviate and resolve repeat cases.
SKILLS
- End-User Support
- Service Desk Team Supervision
- Ticket Tracking
- Various Remote Support Softwares
- Customer Service
- Critical Thinking
- Good Work Ethic
- Maintenance & Repair
- Active Listening
- Reliable & Trustworthy
- Microsoft Office & Google Workspace
- People Skills
EXPERIENCE
Managed Service Provider
Systems Administrator | Parsippany, NJ 01/2024 – 03/2025
- Cultivated strong ability to remotely guide end users through various technical processes ranging from Out-of-Box workstation setup to restarting key network equipment during emergencies.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Worked with ticket coordinators to monitor ongoing service requests and verify timely and satisfactory completion, facilitating exceptional satisfaction ratings.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
- Documented repair processes and added these to company knowledge base to help streamline procedures for future technical support actions.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Configured computers to network drives and connected to printers and other peripheral equipment.
- Installed computers and other devices individually and across networks, testing connections to support proper functioning.
- Troubleshot devices to identify and solve issues with hardware or software performance.
Managed Service Provider
Help Desk Manager | Clifton, NJ 07/2015 – 10/2022
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
- Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Configured computers to network drives and connected to printers and other peripheral equipment.
- Installed computers and other devices individually and across networks, testing connections to support proper functioning.
- Troubleshot devices to identify and solve issues with hardware or software performance.
EDUCATION AND TRAINING
Private Technical Institute Certificate in Computer & Network Support Technician | Paramus, NJ 07/2015
