Objective
- Help Desk Assistant with 4+ years of experience providing exceptional customer support across a variety of technical IT system issues. A key IT team member holding a proven track record in using technical capabilities to support teams in resolving complex matters. Consistently provide practical user support to resolve issues and coach users while demonstrating patience, clarity, and compassion.
Professional Experience
Help Desk Assistant / Customer Service Officer
eDot – Rolling Meadows, IL
Sep 2020 – Present
- Enthusiastically responded to an average of 40 incoming calls daily, providing excellent customer support and effectively resolving customer issues
- Delivered high-quality technical support at the network level, including WAN and LAN connectivity, routers, firewalls, and security
- Provided basic remote access solution implementation and support, including VPN, Remote Desktop Services, and Citrix, to the entire 300-customer database
- Performed regular system documentation maintenance in the ticketing system
- Delivered comprehensive IT support relating to technical issues involving a variety of applications and operating systems to customers and 100 staff members, including senior management
Internet Cafe Assistant
American Dream – Chicago, IL
Jan 2018 – Sep 2020
- Delivered exceptional customer support to all cafe visitors
- Provided technical assistance related to basic system and computer functions
- Addressed and resolved hardware and software issues in a timely manner
- Performed store opening and closing procedures and maintained a tidy and well-presented workplace at all times
Education
Bachelor of Computer Science
University of Chicago – Chicago, IL
Expected Oct 2024
Additional Skills
- Well-developed understanding of operating systems, business applications, printing systems, and network systems with an ability to diagnose a variety of technical issues
- Intuitive technical awareness with the ability to match resources to technical issues
- Strong data entry skills with a typing speed of 70 WPM and high-level accuracy
- Well-developed communication, customer support, and interpersonal skills