Help Desk Coordinator Resume

Help desk coordinators are responsible for providing technical support to the end-users, and company's employees. These professionals are usually expected to have a bachelor's degree in computer science, information technology or relevant field. Furthermore, having a relevant certification can increase your chances of securing an interview with a prospective employer. In addition to the right qualification background, you also need to draft a succinct resume highlighting all your major accomplishments. This document must include ATS specific keywords for the concerned profile, and traits a hiring manager expects to see in a candidate. For a help desk coordinator position, you must showcase your technical expertise, customer service skills, and problem-solving ability in the document. For more help, you can refer this help desk coordinator resume sample.

Sample Help Desk Coordinator Resume

Thomas D. Rudolph
4871 Dye Street
Phoenix, AZ 85003
Phone: 527-819-2341
Email: thomas.rudolph@anymail.com

Job Objective:

Problem solver, experienced and result-oriented Help Desk Coordinator searching for a senior position in an organization to use my vast knowledge for solving issues faced by customers, and help them with effective solutions.

Summary of Skills:

Strong background in resolving hardware and software issues
Familiar with various networking protocols, and ability to resolve network issues
Sound understanding of the network terminology, and outstanding ability to interpret complicated network configurations
Strong up-to-date knowledge of the latest hardware, and software components in the market, including application for various projects
Capable of providing exceptional customer service by analyzing technical issues
Detail-oriented, excellent communication, and interpersonal skills

Work Experience:

IT Help Desk Coordinator
Delaware Enterprises Pvt. Ltd., Phoenix, AZ
November 2016 – Present

Handling Tier 1 desk escalations through mail or phone to provide appropriate solutions for network-related issues, and routing configurations
Assisting in developing multi-staged roll out for the new networking platform, which increased the number of customers by 34% in 6 months
Interacting with project managers to form special assistance team responsible for managing protocol issues
Inspecting complaints related to hardware in the ticket system, and recommending upgrade of component, or alternative peripheral for effective working of the system
Responsible for collecting daily logs and generating a concise report for the senior managers each month
Answering level 2 calls to provide solutions for complicated hardware or software issues by giving step-wise instructions

Help Desk Coordinator
Wilson Industries, Phoenix, AZ
April 2015 – October 2016

Collaborated with the help desk technicians to resolve complicated issues related to networks in minimal time
Initiated assignment of priority level to customer/end user issues in the ticketing system to deliver fast solutions
Identified network-related problems and allotted a team of expert technicians
Actively managed various activities in the ticketing system, including logging, assigning, troubleshooting, and escalating issues for hardware, and software
Maintained and updated soft copy of user manual for end users to solve minor issues
Provided required technical support to staff, and advised on correct use of software and hardware
Ensured timely resolution is provided to clients as per the Service Level Agreements (SLA's)

Assistant Help Desk Coordinator
NetSmart Technologies, Phoenix, AZ
August 2013 – March 2015

Evaluated and answered queries from customers via voice calls, emails, and on locations
Assisted in various company departments to set up peripheral hardware components with the master system along with regular software updates
Maintained the ticketing system and kept log of clients' complains, and escalated complicated issues to senior coordinates
Decreased average response time to answer telephonic calls from 500 seconds to 120 seconds boosting customer satisfaction rate by 45%
Participated in training sessions to understand the procedure for streamlining processes while adhering to company policies
Served as the first point of contact between the end-users and help desk technicians for preparing accurate reports on the registered complaints, and implemented solutions

Education:

Bachelor's Degree in Computer Science
Arizona Christian University, Phoenix, AZ 85032
2012

Certifications:

Cisco Certified Networking Associate (CCNA), 2015
CompTIA A+ Certification, 2013

Accolades:

Received 'Top Help Desk Coordinator for Technical Issues' consecutively for 3 months while working in Wilson Industries, 2014

Reference:

On request.