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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