Desktop support Resume

SUMMARY:

More than 16 years in remote and hands - on trouble shooting of various technical issues with Windows-based computers, networks and peripherals. Other experience includes Microsoft Windows 7, Microsoft Office 2013, Active Directory, PC hardware fix, printer troubleshooting, network troubleshooting, incident management and knowledge base administration.

COMPUTER SKILLS:

Software: Incident Management Systems Maximo, Remedy, Peregrine, Heat

Platforms: Microsoft Windows® XP and Microsoft Windows 7

EXPERIENCE:

Desktop support

Confidential

Responsibilities:

Laptop and desktop break-fix issues and client setup at DuraFiber in Salisbury and Huntersville locations
Manage Incidents, requests and tasks in CA ticketing system
Onsite availability for network and engineering teams
Phone Support and setup - iPhone, Android, Cisco IP, Analog
Audio Video setup and support for conference rooms
Manage projects and upgrades for Salisbury clients

Desktop Support Sr. Analyst

Confidential

Responsibilities:

Setup and Support for Windows XP/7 managed desktop environment
Migrated 300+ desktops from Windows XP to Windows 7
Command Center point of contact for Charlotte outages and issues
Primary contact for upgrading and supporting cash desk managers and clients
Second level Incident support for consumer clients
Upgraded over 700 clients from Windows XP to Windows 7
Project lead for Consumer RIF - Lead and coordinate with a team of techs to wipe and remove 500 desktops
PC and Confidential setup and support for Back Office clients
Participant for new software updates and testing
Provide second level incident management for Confidential Executives and clients
Confidential Swat Team for Charlotte area - Last line of support for all Confidential issues
Documentation knowledgebase contributor and reviewer

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