IT support

IT support
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IT support
IT support
Resume examples

3IT support resume examples found

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IT help desk technician


Provided superior customer support & service to Comcast’s WiFi customers by answering a full range of customer requests, inquiries, and complaints relating to WiFi services and general inquiries. Answered incoming calls and provide helpdesk support to resolve issues on the server-side and client-side using Retain Helpdesk tool.

  • Resolved customer technical issues to ensure all issues are closed in time with the right resolution and highest customer satisfaction.
  • Diffused escalated customer situations while setting accurate expectations for issue resolution.
  • Documented problems including detection information, diagnostic results, and repair information by utilizing the trouble ticketing system.
  • Managed the overall customer call queue to ensure timely response to incoming customer calls.
  • Opened tickets and maintained documentation to track tickets through resolution.
  • Provided coaching, training new employees on call center operations, troubleshooting techniques, and collaborated on calls with new hires.

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IT support specialist


Provided over-the-phone technical support to several distribution channels and call centers; resolved technical and procedural issues relating to the installation of core products. Managed ordering, activating, troubleshooting, upgrading, compass inventory, user permissions, SIM card, IVR problems, and billing processes.

  • Analyzed logging and tracking of complex software and hardware issues of networking connectivity and application to meet business needs.
  • Performed SQL queries in wedat/ Oracle to resolve several technical issues including profile, access control, billing, transaction, and point of sale.
  • Monitored all inbound and outbound calls utilizing Clarify ticketing system. Ensured documentation on processes and procedures are maintained as per service standards and guidelines that serve as a benchmark for excellent service delivery.
  • Resolved customer’s technical issues promptly and escalated unresolved tickets to the appropriate department for further investigation.

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Desktop support technician


Oversee information system needs, evaluates end-user requirements for complex information system management. Build credibility, establish rapport, and effectively communicates with stakeholders and senior leadership. Serves as a technical expert for escalated service issues and ITSM tools. Provides dedicated IT support to C-level executives at the university.

  • Managed entire spectrum of technical network support to Finance and Administration’s ABC Local Area Network(LAN) including President’s Office, General Counsel, Board of Supervisors, and University Administration Building.
  • Performed data backup, virtual servers, active directory, application installation, security, troubleshooting, and product compatibility.
  • Protected network through DNS filtering to reduce the chances of virus and malware. Monitors DNS activity and blocks IP addresses for end-users as needed.
  • Examine antivirus status, shared storage space, and network activity, adjusting network equipment and settings to improve system performance.
  • Led implementations, installation, upgrades, migrations, migrations, maintenance, support, and optimization of all devices and communication links.
  • Created paper-based and digital operating instructions, manuals, troubleshooting instructions, feedback reports, and “frequently asked questions” (FAQs) to help technical support staff and end-users.

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