CV / English / IT Service Desk Technician

Alex Rivera

1234 Tech Blvd, Apt. 101 Innovation City, Techland 45678 Email: [email protected] Phone: (555) 555-5555

Professional Summary

Dedicated IT Service Desk Technician with over 3 years of experience in a fast-paced tech environment. Proficient in providing high-quality support for various IT issues, managing ticketing systems, and enhancing user satisfaction. Adept at troubleshooting, excellent communication skills, and a passion for technology. Eager to contribute to the success and efficiency of a forward-thinking IT department.

Core Competencies

  • Customer Service Excellence: Proven track record of improving customer satisfaction through effective communication and rapid issue resolution.
  • Technical Troubleshooting: Adept in diagnosing and resolving hardware, software, and network issues.
  • IT Tools & Systems: Hands-on experience with ticketing systems (Zendesk, Jira), remote assistance tools, and Microsoft Office Suite.
  • Process Improvement: Skilled at identifying inefficiencies and suggesting improvements to IT support processes.
  • Team Collaboration: Excellent teamwork skills, able to work effectively with diverse groups to achieve common goals.

Technologies & Certifications

  • Operating Systems: Windows, macOS, Linux
  • Microsoft Office Suite: Word, Excel, PowerPoint, Outlook
  • Ticketing Systems: Zendesk, Jira
  • Certifications: CompTIA A+, ITIL Foundation

Professional Experience

Lead IT Service Desk Technician

Tech Solutions Inc., Innovation City | March 2020 - Present - Oversaw a team of 5 technicians, ensuring timely and effective resolution of ticketed queries. - Reduced ticket resolution time by 20% through the implementation of a revised troubleshooting process. - Developed and conducted training sessions for new hires on best practices and company-specific IT systems.

IT Service Desk Intern

Innovative Tech Corp., Techville | June 2019 - February 2020 - Assisted in the management of hardware and software inventory, ensuring availability and compliance. - Provided first-level support, resolving over 500 tickets related to software issues, password resets, and hardware malfunctions. - Received the 'Rookie of the Year' award for exemplary performance and customer service.

Education & Training

  • Bachelor of Science in Information Technology University of Techland, 2019
  • CompTIA A+ Certification, 2020
  • ITIL Foundation Certification, 2021


Available upon request.