Desktop Support Technician Resume

SUMMARY:

Forthcoming NCC graduate and Drexel University student providing a strong educational background in IT along with two and a half years of experience as a desktop support technician.
Consistently recognized for resolving client issues quickly and efficiently.
Proficient in a wide array of technologies, languages, and tools.
Known as an effective, patient communicator with both technical and nontechnical users.

PROFESSIONAL EXPERIENCE:

Desktop Support Technician

Confidential, Bethlehem, PA

Co - managed the large scale imaging and deployment of approximately 1,000 computers to all classrooms on campus within a three month period.
Maintained computer and software updates and images, Sophos Antivirus deployments, and overall Active Directory structure and group policies for student computers.
Conducted meetings with senior staff to form effective strategies to accomplish these goals.
Software troubleshooting experience includes Microsoft Outlook and other Office programs, Novell Groupwise and Zenworks, and other various programs used by faculty and students.
Hardware troubleshooting experience includes Windows servers, desktop and laptop computers, peripherals, projectors, Smart boards, scanners, ShoreTel IP phones, and printers.
Performed diagnostics and troubleshooting of system issues, documented tickets/resolutions via Numara Track-It ticketing software, and maintained equipment inventory lists.
Provided additional computer support via phone, email, and face-to-face communications with end-users.

Services Intern

Confidential, Allentown, PA

This six week program featured a Windows-centric curriculum with some exposure to open source alternatives. Training lab equipment was used to simulate a real world environment which included redundant networking components, VMware-powered virtualization, failover clustering, and shared storage. Vendor equipment from Dell, Cisco, and EMC was used.
Highlights of the internship included designing and administering an Active Directory infrastructure, Microsoft Exchange mail server, and SQL databases, deploying images using WDS, managing updates using WSUS, EMC storage array configuration, file server implementation using DFSR, system backups, and VMware ESXi/vSphere virtualization using a bare metal hypervisor.
Shadowed employees at Confidential 's Client Services Center. Employee responsibilities included completing customer tickets, calling customers to report changes being made to their network infrastructure, and regular datacenter checks.
Networking components, including load balancing, firewalls, and access control lists were also covered in detail.