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Sample Help Desk Resume

Help desk professional is a member of customer support team. He helps the customers who are facing technical problems. He provides technical support over the phone, online or by physically visiting the customer. His major skills are to troubleshoot software and hardware problems, to project goals and achieve the same, to develop and interpret technical documentation, keep updated knowledge of various operating systems and good telephonic skills and communication skills. There are various positions in the help desk department. The candidate in the profile has 20 years of customer service experience. His major job responsibilities include, answering technical questions regarding software product, training new staff, handling the technical escalations, creating documentation on policies and procedures, performing data conversion and reports, attending departmental meetings, updating inventory control ,providing solutions to customer's equipment needs etc. Make sure that you write the skills and job responsibilities pertinent to the position applied.

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Mark Milton
45, Legion Apartments,
American Canyaon, CA 34256
Phone: 956-556-2233
Email:mark@hotmail.com

 OBJECTIVE

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To attain a position as a Technical Support Specialist, Help Desk, or Customer Service Representative.

 HIGHLIGHTS OF QUALIFICATIONS

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• 20 years of experience in customer service
• Over 4 years of experience working in a help desk and call centre environment
• Known for approachability, diplomacy and calm demeanor
• Demonstrated ability to quickly diffuse heated customer situations
• Provided a leadership role in a team environment
• Supported other team members and facilitated in creating a stress reduced atmosphere
• Trained others in the use of applications and in technical support methods
• Excellent troubleshooting and logical problem solving skills
• High level of written and oral communication skills
• Creative ability to solve unusual or difficult problems when logical methods have failed
• Demonstrated ability to meet deadlines, and set priorities

 EMPLOYMENT HISTORY

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PPM 2000 Inc., Edmonton Alberta, 1997-2002
Senior Technical Support Specialist

• Answered technical questions regarding software products and their requirements within related industries
• Investigated issues reported by customers and dealers in a timely and efficient manner
• Responsible for researching and buying a new Technical Call tracking software including its installation and setup.
• Trained other staff to use the program efficiently
• Facilitated and participated in conference calls with customers and other departments
• Performed data conversions and repairs of customer data in order to meet specified program requirements
• Identified and resolved network and DCOM configuration issues
• Worked with Research and Development department on Quality Assurance
• Created documentation on policy and procedures
• Contributed bimonthly articles to PPM 2000’s customer newsletter
• Attended and played an integral role in department meetings

Alberta Transportation Testing Lab, Edmonton, Alberta. 1979-1995
Stock Keeper II / Customer Service

• Provided solutions to customer’s equipment needs
• Offered excellent customer service in a pleasant and professional manner
• Assisted in-house staff and field personnel by solving internal and external concerns or issues
• Updated and maintained inventory control
• Maintained heavy and light duty equipment including nuclear equipment
• Created and utilized methods to store and ship dangerous goods

 EDUCATION AND TRAINING

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Education and Skill Enhancements

• CDI College of Business and Technology, Programmer Analyst Certificate, 1997
  
• NAIT, SQL Server Level I Certificate, 2001
• Variety of professional development programs including “Knock Your Socks Off Customer service”, supervisory training, time management, and interpersonal skill development and customer service training
• Computer Keyboarding at Continuing Education

Computer Projects (at CDI College of Business and Technology)

• Completed projects for Computer Programmer Analyst training at the CDI College of Business and Technology in: Visual Basic; C++; C for Windows; dbase I I 1; Clipper; Basic networking
• Earned a 100% for first 'C for Windows' project plus three others for Visual Basic and other languages

 ADDITIONAL COMPUTER AND DESIGN SKILLS

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Computer Skills

• Worked with DOS, M.S. Windows 3x, Windows 9x and Windows ME operating environments
• Experience with Word for Windows, WordPerfect, and WordStar for Windows
• Knowledgeable in programs such as, Access, Excel, Paradox, DBase III and IV, and Lotus 123 v4
• PowerPoint and CorelDraw and ClarisWorks
• Excellent working knowledge of operating systems for trouble shooting in MS Win 3x, 9x, Win NT, ME, and Win 2000Experience with MS Access, MS Office 2000, Bridge Track, Maximizer, and MS Outlook
• Proficient in converting databases from Pervasive's Btrieve format to an MS Access format as well as error checking and correction of both database systems
• Experience supporting applications that use MSDE or MS SQL
• Supported customers using WebEx

Designing Skills

• Developed procedure manuals and designed testing equipment
• Collaborated on the design and implementation of a computerized warehousing and inventory tracking system
• Planned and designed ergonomically safe and efficient work spaces, work benches and equipment
• Designed and created my own web page

 COMMITTEE INVOLVEMENT

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Member of the following: Joint Work Site Health and Safety Committee; Social Planning Committee; Management / Employee Representative Work Site Action Committee

 INTERESTS AND HOBBIES

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Web page creation, computers, calligraphy, reading, movies, the Arts, arts and crafts, painting, an eclectic love of' music, gathering knowledge, nature and the great outdoors.