Help Desk Agent Resume

Samantha Gray

North Highlands CA 95660

(916) 987-6543

[email protected]

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Job Objective

To obtain a Help Desk Agent position and to contribute to the success and reputation of the company.

Work Experience:

Help Desk Agent, May 2004 – Present

Dynamics Research Corporation, Kissimmee, FL

  • Handled multiple calls at a time during rush hour.
  • Maintained customer understanding and ensure to stay focused.
  • Provided initial appraisal of classification and priority of service requests.
  • Ensured to log all pertinent information.
  • Ensured escalation of events and service requests.
  • Provided support regarding contact resolution.

Help Desk Agent, March 2002– April 2004

Siemens IT Solutions and Services, Inc., Kissimmee, FL

  • Performed hierarchical escalation to Help Desk Management.
  • Maintained ownership of services, ensuring timely entry, updating, and closure of all tickets and issues.
  • Ensured to conducted equipment diagnostics to determine nature of problems.
  • Provided technical support to users and office staff.
  • Maintained and repaired computer equipment or recommend purchase.
  • Facilitated to conduct training to users and office staff on the use of computer related equipment.

Summary of Qualifications:

  • Remarkable experience in administering Help Desk and technical support
  • Sound knowledge to assess the needs of the customer
  • Profound ability to troubleshoot and resolve technical issues
  • Proficient with PTA, Early Returns, Queue Desk, Sabre and Microsoft Office Suite
  • Ability to de-escalate callers and work toward finding solutions
  • Excellent customer service and communication skills
  • Proven ability to follow directions and handle ambiguity


Associate Degree in Public Relations, Volunteer State Community College, Gallatin, TN