LAUREN TAYLOR 225 Dice Avenue | New York, NY 10001 | ltaylor@dice.com | 000-000-0000

Talented and dedicated HelpDesk professional with over 5 years of experience in fast-paced, deadline-oriented environments

SUMMARY OF QUALIFICATIONS

• Extensive experience setting up, installing, and repairing desktops, laptops, printers, and modems.
• Outstanding knowledge of multiple hardware and software applications.
• Strong background with hard drives, central processing units (CPUs), video cards, firewalls, and antivirus and disaster recovery software.
• Skilled communicator, able to successfully work with wide range of end-users to diagnose and resolve complex technical issues.
• Played key role in instituting new tracking system that coordinated phone and e-mail support requests, remarkably improving response time and dramatically reducing downtime.
• Excellent technical skills, with strong knowledge of Windows, Novell, MS Office, and Internet connections and peripherals.  Extensive knowledge of both PC and LAN hardware and applications.
• Microsoft Desktop Certified Technician.

TECHNICAL SKILLS

Operating Systems:  Windows 2000/2003/ME/XP/NT/Vista, Mac OS X Snow Leopard Software Applications:  MS Suite (Word, Excel, PowerPoint, Access), Novell, VMWare, Norton Utilities, Ghost, Adobe, Symantec PCAnywhere, McAfee Networking:  LAN/WAN, TCP/IP, VPN, CAT 5, Ethernet, Routers, SAN, MS Site Server

CERTIFICATIONS Microsoft Desktop Certified Technician

PROFESSIONAL EXPERIENCE

ABC Corporation, Los Angeles, CA: 2007 - Present Tier I - Help Desk Technician

• Provide telephone and in-person support to over 200 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.
• Create, respond to, escalate, and close tickets.  Track all outstanding tickets, working closely with Tier II Technician to ensure any problems are resolved in timely manner.
• Document all technical issues.  Highlight steps taken to remediate problems.
• Tasked with training new hires on internal systems and procedures.  Trained 3 new hires in 4-month period as company rapidly expanded.

DEF Computers, Boston, MA: 2005 - 2007 Computer Technician

• Worked with clients both in-store and on-site to install, troubleshoot, and repair technical problems for computer systems, including laptops, desktops, printers, modems, and monitors.
• Provided telephone and e-mail technical support follow-up, recommending purchases as required.
• Built and customized computers for clientele.
• Installed firewalls, virus software, and removed Spyware/Malware.

EDUCATION University of Maryland, College Park, MD Bachelor of Science, 2004 Keywords:  Technical Support, Customer Service, Malware, Spyware, Desktop, Laptop, MS, Microsoft, administer, Tier I, Tier 1, Tier II, Tier 2, Computers, Computer Information Systems, Technician, Tracking, workstations, applications, network