How to Present Your Contact Information
- Full name.
- Professional email address (avoid unprofessional ones).
- Link to your portfolio, LinkedIn, or relevant online profiles (if applicable).
- Phone number with a professional voicemail.
Experienced Helpdesk professional with over 5 years in IT support, known for exceptional problem-solving skills and quick resolution of complex technical issues. Adept at operating under high-pressure environments and managing large-scale support projects. Seeking to leverage expertise in customer service and technical troubleshooting at [Company's Name] to improve operational efficiency and customer satisfaction.
Technical Skills:
- Ticketing Systems
- Remote Desktop Tools
- Active Directory
- Networking
- Operating Systems
Soft Skills:
- Communication
- Problem-solving
- Time Management
- Customer Service
- Adaptability
KPIs (Key Performance Indicators):
- First Call Resolution Rate
- Average Handle Time
- Customer Satisfaction Score
OKRs (Objectives and Key Results):
- Improve first contact resolution rate by 10% in six months
- Reduce average ticket resolution time by 20%
- Enhance customer satisfaction score by elevating team's technical training and problem-solving workshops
List your experience in reverse chronological order. Focus on achievements, responsibilities, and quantifiable outcomes.
Right Example:
- Resolved over 2000 support tickets within a year, maintaining a customer satisfaction rate of 95%.
- Streamlined the ticketing process, which reduced response time by 30%.
- Implemented a troubleshooting guide for new technicians that improved first call resolution rate by 15%.
Wrong Example:
- Fixed computer issues.
- Answered phone calls from users.
- Handled IT support tasks.
