Help Desk Specialist Resume Sample

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Help Desk Specialist Resume Sample (Full Text Version)

Valeria Fiorilli

Address: Via del Caggio 145, 52537, Rome, Italy

Email address: valeriafiorilli@gmail.com

Phone number: 0387 0862032

Profile

Certified Help Desk Specialist accustomed to working in multitasking and fast-paced environments. Adept at providing excellent customer support and knowledge on any IT related issues and installing, configuring, and maintaining computer hardware and software. Offers well-developed communication skills, extensive problem-solving skills, and ability to handle complaints effectively.

Work experience

09/2017 - 02/2019, Help Desk Specialist, Convercent, Inc., Rome, Italy

Answered calls, responded to emails, and provided help desk support to clients using various operating systems, such as Windows, iOS, and Linux.
Configured systems, installed software, and replaced broken hardware.
Collaborated with colleagues on the development of new help desk procedures and policies to maximise the efficiency and cut unnecessary costs.
Conducted inventory reports and participated in weekly meeting with managers.

06/2016 - 09/2017, Help Desk Specialist, Vectorworks Inc., Rome, Italy

Provided technical support and expertise, resolved any clients' IT related issues.
Communicated with customers via phone and/or email; handled more than 50 calls and 50 emails on a daily basis, ensuring the quality of customer support was at the highest level possible.
Installed, maintained, and updated computer hardware and software.
Troubleshot complex networks and fixed any threads and bugs.
Awarded Employee of the Month twice.

Education

09/2012 - 05/2016, Computer Science with Business, King's College London, London, United Kingdom

First Class Honours

Clubs and Societies: Business Club, TEDx Club, Riding Club

09/2008 - 05/2012, IB Diploma Programme, Britannia International School of Rome, Rome, Italy

Graduated with Distinction (Grade 1 - A/excellent equivalent in all 6 subjects)

Skills

Languages

Italian

English

German

Computer Skills

Microsoft Office

Zendesk, Front App

TOPdesk, ServiceDesk Plus

Help Scout

Interpersonal Skills

Analytical Skills

Complaint Handling

Communication Skills

Problem-solving

Teamwork

Volunteering

05/2013 - 08/2013, English Tutor, EF Education, Bloemfontein, South Africa

Certificates

06/2017, Microsoft Certified Desktop Support Technician, Service Desk Institute

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