Help Desk Specialist Resume Sample

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Written by Milan Šaržík, CPRW

Certified Professional Résumé Writer

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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

Experienced Certified Help Desk Specialist with a proven track record of thriving in high-pressure, fast-paced settings. Demonstrates expertise in delivering top-notch customer support, troubleshooting IT-related issues, and proficiently installing, configuring, and maintaining computer hardware and software. Possesses exceptional communication abilities, advanced problem-solving capabilities, and adeptness in effectively managing and resolving customer complaints.

Work experience

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

Managed incoming calls, emails, and provided top-notch help desk support to clients on multiple operating systems including Windows, iOS, and Linux.
Skillfully configured systems, installed software, and performed hardware replacements as needed.
Collaborated with team members to innovate new help desk procedures and policies, enhancing efficiency and reducing costs.
Conducted thorough inventory reports and actively participated in weekly meetings with managers.

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

Delivered technical support and expertise, effectively resolving clients' IT related issues.
Communicated with customers through phone and email, managing over 50 calls and emails daily to ensure top-quality customer support.
Installed, maintained, and updated computer hardware and software.
Troubleshot complex networks, efficiently addressing threats and bugs.
Recognized as Employee of the Month twice.

Education

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

Achieved First Class Honours in Computer Science with Business
Participated in Business Club, TEDx Club, and Riding Club to enhance professional development and networking opportunities.

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

Achieved Distinction upon graduation with Grade 1 (equivalent to A/excellent) in all 6 subjects.
Successfully completed the IB Diploma Programme with outstanding performance in all academic areas.
Demonstrated exceptional academic abilities by earning the highest grade possible in every subject.
Graduated with top honors in the IB Diploma Programme, showcasing a strong commitment to academic excellence.

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

Milan Šaržík, CPRW

Certified Professional Résumé Writer

Milan’s work-life has been centered around job search for the past three years. He is a Certified Professional Résumé Writer (CPRW™) as well as an active member of the Professional Association of Résumé Writers & Careers Coaches (PARWCC™). Milan holds a record for creating the most career document samples for our help center – until today, he has written more than 500 resumes and cover letters for positions across various industries. On top of that, Milan has completed studies at multiple well-known institutions, including Harvard University, University of Glasgow, and Frankfurt School of Finance and Management.

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