CV / English / Help Desk Technician
Jason T. Miles
Email: [email protected]
Phone: (555) 123-4567
Address: 425 Tech Avenue, Apt 3B, Techville, TX, 78901
Brief
Seasoned Help Desk Technician with over 5 years of experience in fast-paced tech support environments. Proven track record in resolving complex technical issues, providing exceptional customer service, and enhancing the overall IT support process. Skilled in troubleshooting, communication, and maintaining a high level of user satisfaction. Eager to bring technical expertise and problem-solving skills to a dynamic team.
Core Competencies
- Incident Response & Resolution
- Customer Service Excellence
- Technical Documentation
- Problem Diagnosis & Troubleshooting
- ITIL Principles
- Cross-Functional Teamwork
Technologies and Certifications
- Operating Systems: Windows, macOS, Linux
- Software: Microsoft Office Suite, Google Workspace
- Tools: Zendesk, ServiceNow, Remote Desktop
- Certifications: CompTIA A+, ITIL Foundation
Professional Experience
ABC Tech Solutions — Help Desk Technician June 2018 - Present - Maintained a 97% satisfaction rating over a 24-month period, exceeding the departmental average. - Resolved an average of 30+ technical tickets per day, ranging from hardware malfunctions to software issues. - Created and maintained technical documentation, improving the resolution time for frequent ticket items by 25%. - Led a project team to update the internal knowledge base, resulting in a 20% reduction in recurring IT issues.
TechQuick Solutions — Junior Help Desk Technician January 2017 - May 2018 - Assisted in resolving over 20 daily technical queries from users worldwide. - Contributed to a team that decreased average ticket resolution time by 15% within the first year. - Provided excellent customer service, ensuring clear communication and follow-up.
Education and Training
Diploma in Information Technology Techville Community College, Techville, TX 2016
Certifications: - CompTIA A+ - ITIL Foundation
Referees
Available upon request.