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Help Desk Technician Resume


  • Bi - Lingual (English - Spanish)
  • Computer applications skills (Microsoft Office Suite 2010 and 2013 Word, Excel, PowerPoint, and Visio)
  • Computer Operating system (Windows XP, Vista, Windows 7, 8.1 and Windows 10)
  • Worked in a Windows Hyper V 2008 R2 lab on Windows 2008/2012 R2 operating system.
  • Knowledgeable in all Social Medias sites (Skype, Face time, RSS)


Help Desk Technician



  • Provide Level 1 phone support and level 2 to the end user clients.
  • Use System Center Configuration Manager (SCCM) RDS to troubleshooting all IT related problems. This includes hardware, software, email, internet and printing problems
  • Use Microsoft Lync 2013 to communicate and troubleshoot issues.
  • Escalate problems (when required) to the Tier 3 IT Administrator or Service Manager
  • Create Help Desk tickets in Service Now and resolve ticket requests.
  • Use SCCM to install the firms custom applications to end users mobile devices and wipe the companies information from the devices
  • Provide onsite or remote installation using SCCM for software upgrades, hardware, and file level backups
  • Work from the EPO console for anti - virus client agent deployments, updates and ensure that the virus definitions are up to date.
  • Work with security team on company’s software compliance for desktops and laptops
  • Provide incident response for malware alerts using the USB drive to remediate the issue
  • Provide software testing of patches before being deployed to the end users devices.
  • Identify all management alerts for emerging trends in incidents to the infrastructure.
  • Setting up video conference calls for attorneys.
  • Experience with Windows OS XP/Vista/Win7 (Imaging, staging, troubleshooting PC OS and Hardware)
  • Re-imaging desktops and laptops with the master Windows 7 and Windows 8.1 image for new employee.
  • Moving IT equipment to user offices and conference rooms.
  • Experience in supporting Desktops, Laptops, Network and Local Printers, Projectors, Scanners, Digital Senders, and monitors
  • Excellent Troubleshooting skills (desktops/laptops/printers)
  • Excellent problem solving and analytical skills

Migration Technician



  • Migrate user data and profile using the User State Migration Tool (USMT) to remote storage
  • Remote Desktop Connection into System Center Configuration Manager (SCCM) distribution server to check that the device can connect to the primary SCCM at HQ
  • Worked with (SCCM) to ensure that connectivity and functionality are working correctly on the mobile distribution server.
  • Verify that the new image was pushed and all task sequence were run correctly
  • Migrate data back to the new image and verify that all map drives, printers, McAfee antivirus, IVR and the data is accessible to the user
  • Install and configure custom applications that were not in the base SCCM image
  • Verify that the Quest QMM tool has permissioned the new target domain file server
  • Verify that the Hard Drive encryption is working
  • Troubleshoot issues with new DHCP scope options
  • DOS Commands (Nslookup, Netstat, Tracert, PathPing, Ping, IPconfig, Fdisk, and Format)
  • Train the user on the new operating system

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