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Desktop Support Specialist Resume

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Crystal City, VA

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OBJECTIVE:

Desktop Support Specialist with migration, Remedy and application support experience seeks employment commensurate with experience

TECHNICAL SKILLS:

Software: Microsoft Office Suite 2000, 2003, 2007, & 2010 (Access, Excel, PowerPoint, Word); MAC and Microsoft Windows Operating Systems 2000, XP, Vista and Windows 7; installing drivers; Remedy Ticketing System;and GoToAssist

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps;

Support: Help desk escalation and documentation on ticketing system, customer service support (email, phone, and in person); data migration, third party application installs, workstation configuration; workstation creation and imaging

PROFESSIONAL EXPERIENCE:

Confidential, Crystal City, VA

Desktop support Specialist

  • Refreshed computers
  • Computer imaging
  • Assisted customers with technical issues
  • Assisted with Tier I and II level support issues

Confidential, Alexandria, VA

Desktop support

  • Provided technical assistance in migration of client computer systems from Windows XP to Windows 7 platform
  • Following procedures set by client to save data, image and restore settings to new or existing computer systems
  • Mapped network printers, installed applications and manage a nightly deployment list, map network drives, add systems to domain, locate files and troubleshoot associated issues
  • Acted as hands and feet for project team to assess and resolve any issues in supporting the environment
  • Documented and certified completion of tasks and resolutions
  • Installed memory, software applications, drivers, and printers
  • Completed replacement migrations by installing new keyboard, mouse, docking station, power supplies and run cabling

Confidential, Washington, DC

Deployment specialist

  • Installed memory, software, drivers, applications and printers to computer s and laptops
  • Provided technical assistance for various computer platforms
  • Mapped networks
  • Worked with IT team to solve and document migration issues

Confidential, Washington, DC

Application Support Specialist

  • Troubleshooting, escalated and assisted with the diagnosis of issues related to, data integrity, system functionality and responsiveness
  • Provided assistance to constituents with installing and configuring databases, including both SQL Server and Oracle
  • Worked closely with other infrastructure, technical and database management staff to identify and resolve performance issues and errors
  • Collected and analyzed information to assist medical school admission and IT staff in diagnosing system problems and provide recommendations for resolution
  • Coordinated communications between AAMC IT staff, and medical school IT staff
  • Served as a subject matter expert related to AAMC’s products and tools developed in support of AAMC member medical schools
  • Provided information and answer technical questions about AAMC’s products and application components
  • Assisted schools in the receipt and use of supplemental products including data files and supporting documentation. Guided them in their choice of supplemental products
  • Worked with IT counterparts to produce, understand, and technical specifications and requirements to internal and external users
  • Conducted user acceptance testing for AAMC’s School Tools
  • Documented & tracked interactions with medical school staff via CRM tool
  • Supported AAMC’s 340,000+ global membership with a daily phone quota of 20 - 25 members and email quota of 15-20 members per day

Confidential, Herndon, Virginia

Tier 1 Help desk support intern

  • Provided networking/desktop support and perform mainframe and account maintenance tasks
  • Communicated with end users and stakeholders in person, by email or remote desktop to troubleshoot issues, gather requirements, create functional and technical documents, user acceptance test scripts and project implementations
  • Acted as first line of support help-desk, helping to diagnose, troubleshoot, and resolve tickets. Utilize Remedy Ticketing System application to log-in calls and create work tickets
  • Provided daily technical support for e-mail, network, connectivity, telecommunications, peripheral equipment, and system maintenance. Set up computers and installed software
  • Created, managed and troubleshooting libraries, lists and workflows within SharePoint 2010
  • Resolved trouble issues with SharePoint 201 such as granting permissions, allocating additional space and URL modifications
  • Coordinated Help Desk and Developer meetings by using Microsoft Office, Outlook and AT&T Connect

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