LAUREN TAYLOR 225 Dice Avenue | New York, NY 10001 | | 000-000-0000

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


  • 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.


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


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

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