Desktop Support Resume

SUMMARY:

Highly motivated and dedicated IT professional with background in troubleshooting basic computer systems to resolve client conflict while maintaining excellent customer service. Ability to guide customers, in a professional manner and comprehend new systems quickly.

EXPERIENCE:

Confidential

Desktop Support

Responsibilities:

Serve as first/second level support for laptops, mobile devices, printers and telephones
Provision new accounts and hardware during on - boarding process
Install, configure and support all hardware and software on workstations in the environment
Work independently and take ownership of issue in a fast moving, high pressure and dynamic environment
Supporting mobile devices with Mobile Iron. Using the IQ track ticking system.
Connecting Cisco Phones.
Strong communication and customer service skills, including phone and on-site with primary focus.
Collaborate with IT leadership to identify and facilitate issue prioritization and decision making process.
Identify and report status of critical incidents and problems to IT leadership.
Perform advanced troubleshooting and research of incidents and problems.
Setup and delivery of various hardware and audio visual requests within the conference meeting rooms.
Ensure escalations from the Service Desk are prioritized properly and status communicated to the client in a timely matter.
Ensure all office integrated conference rooms are kept in appropriate working order.
After hours availability to assist with client serve delivery, system maintenance, and as needed.
Seek and identify opportunities to enhance the clients experience with the Firm’s technology.
Use of incident management system to properly document and escalate issues as they are reported.
Provide world class concierge level of technical support desk side for hardware and software.
Assist with the development of more consistent support and process standards between offices.

Confidential

Desktop Support

Responsibilities:

Reimaging Lenovo Laptop Windows 7
Active Directory Users & Computers to reset users passwords
Deploy windows 7 laptop/desktop, and Surface pro for new user
Server Now Ticking Software
Installing software for user using Windows 7( SAP, Outlook 365, Professional Visio, Adobe Reader XI, Microsoft One Note)
Data Transfer
Build Cisco Phone using (Cisco unity connection administration, Cisco unified CM administration, Excel, Reset voicemail pins)

Confidential

Desktop Support

Responsibilities:

Install Windows 7&8/Server/Printers
Repair Windows 7&8 Laptop /Desktop/ Printers
Managed services and office 365
Voice and Network Solutions
Cabling and Security Solutions using Cat 5&6 and Coaxial
Windows Updates for users laptop and desktop
Migration Windows 7 & 8
Deploy Laptop/Desktop for DC/MD/VA Governors

Confidential

Tier 1 Help Desk Analyst

Responsibilities:

Install software, modify and repair hardware and resolve technical issues
Provide base level IT support to non - technical personnel within the business
Display courtesy and strong interpersonal skills with all customer interactions
Develop quick reference guides to assist end-users with challenging software application features
Create and manage new user accounts on Windows Server 2003/2008/2008 R2
Manage Windows XP Professional, Windows Vista Business Windows 7 workstations
Active Directory - Account creation, Password resets, Group policies
Develop client SharePoint Foundation 2010 sites and provide support as needed
Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system
PC refresh and migration XP to Windows 7 and 8
Network and System Administration
VoIP
SharePoint Administration

AREAS OF EXPERTISE:

System Restoration -Laptop Troubleshooting -Equipment Maintenance Microsoft Office Suite -Software Configuration -Application Testing Virus/ Spyware Removal -Kentico/Kentico EMS -Data Entry Documentation Preparation -Customer Service -Excellent Writing skills Desktop Troubleshooting - Windows OS

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