Help Desk Officer Resume Sample

• Closed 95% of trouble tickets on the first call without escalation. • Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more. • Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.

• Set up secure WiFi, LAN and VoIP networks at remote locations, leading client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations. • Cut incident callback rate by 12%; used technical, analytical and communication skills to accurately identify user needs and provide effective solutions. • Awarded “Star Employee” three times for delivering outstanding technical support and customer service.

• Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal. • Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems. • Received "outstanding" ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem-solving.