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IT Help Desk Resume Sample

MARTIN CHISHOLM is a solutions-focused professional with 10+ years' experience providing rapid and client-focused technical support to 200+ users. He has a proven ability to master new tools and technologies quickly. Outperformed peers by maintaining outstanding record of technical support service, resolving 95% of all trouble tickets without escalation to senior support specialists.

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Diana Catalina Sarmiento
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217 views

IT Help Desk Resume Sample

MARTIN CHISHOLM is a solutions-focused professional with 10+ years' experience providing rapid and client-focused technical support to 200+ users. He has a proven ability to master new tools and technologies quickly. Outperformed peers by maintaining outstanding record of technical support service, resolving 95% of all trouble tickets without escalation to senior support specialists.

Uploaded by

Diana Catalina Sarmiento
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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MARTIN CHISHOLM

123 Marmalade Court Sequim, Washington 98382


marchis@myinternet.com 360.555.2121
TECHNICAL SUPPORT SPECIALIST
Solutions-focused professional with 10+ years experience providing rapid and client-
focused technical support to 200+ users. Demonstrated capacity to identify root causes and
direct users to lasting resolutions. Adept at articulating complex technical concepts to users
of varying technical understanding. Well versed in a variety of common operating systems,
applications, and hardware with a proven ability to master new tools and technologies
quickly. Outstanding interpersonal strengths illustrated by multiple service awards.
AREAS OF EXPERTISE:
Troubleshooting & Issue Resolution
End-user Training & Support
Scheduled & Ad Hoc Maintenance
Client Relationship Management
Root Cause Analysis
System Implementation
Rapid Ticket Response Times
Detailed Documentation
TECHNICAL PROFICIENCIES:
Certifications: Microsoft Certified Professional (MCP), Microsoft Certified System
Engineer (MCSE), CompTIA Network+, CompTIA A+
Platforms: Windows XP/Vista, UNIX, Mac OS.
Hardware: Dell / Gateway / Compaq desktops and notebooks, iMac, iBook, Printers,
Scanners, Digital Projectors.
Applications: Microsoft Office, Navision Attain, Norton / McAfee Anti-virus, Veritas /
Retrospect Backup, Trend Micro OfficeScan, Norton / Symantec Ghost,
Norton Internet Security, Mediavue Trouble Ticket.

PROFESSIONAL EXPERIENCE




FABREK, INC., Tacoma, Washington 6/2004 Present
Desktop Support Specialist
Provide technical support for 200+ users and ensure proper maintenance of workstations,
printers, and peripherals. Respond to user service requests and expediently resolve
trouble tickets to maximize system uptime. Deploy new workstations and printers,
installing operating systems, applications, and drivers, and configuring network properties
and hardware. Support disaster recovery plans, performing regular backups and creating
Ghost images of workstations prior to upgrades.
Key Achievements:
Outperformed peers by maintaining outstanding record of technical support service,
resolving 95% of all trouble tickets without escalation to senior support specialists.
Substantially increased security and performance of systems by initiating installation
of new anti-virus software and critical operating system updates.
Significantly reduced workstation set up time by developing a disk cloning procedure
to streamline operating system implementation and security properties configuration.
continued
MARTIN CHISHOLM
PAGE TWO
2004-2008 CareerPerfect.com
CONTOLE, LTD., Tacoma, Washington 12/2001 5/2004
Helpdesk Representative
Assisted 100+ users in resolving diverse hardware and software issues. Ensured quick
resolution of user concerns and escalated more complicated support issues to senior
helpdesk representatives and field service engineers.
Key Achievements:
Reduced user callback rate by 20% through accurate assessment of root causes of
technical issues and consistent implementation of appropriate solutions.
Earned Employee of the Month Award for comprehensive technical knowledge and
outstanding customer service in July and October of 2002.
CRJT CORPORATION, Seattle, Washington 6/1997 11/2001
Computer Support Specialist
Trained departmental staff in the use of company systems and applications, providing
ongoing support. Installed applications and coordinated all hardware / software upgrades.
Key Achievement:
Increased departmental efficiency and reduced operational costs by automating
several routine database management tasks.

EDUCATION & TRAINING





Associate of Science in Computer Technology (1997)
University of Washington Tacoma, Washington

Certifications
- Microsoft Certified Professional (MCP)
- Microsoft Certified System Engineer (MCSE)
- CompTIA Network+
- CompTIA A+

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