Tier 2 Desktop Support Technician Resume
4.00/5 (Submit Your Rating)
SUMMARY:
- Highly qualified IT professional.
- Self - motivated, effective leader; able to prioritize, delegate and motivate.
- Proficient in independent work or group setting providing multifaceted technical support.
- Skilled in installing, repairing, maintenance and troubleshooting computer hardware and peripherals.
- Extensive knowledge of networking devices and printers.
- Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the highest level of quality for results.
- Excellent analytical and problem solving skills.
TECHNICAL SKILLS:
- General Office Skills; Mastery of Microsoft Office Programs
- Ability to use job-related software
- SCCM
- Server Manager Control
- Effective verbal and written communications in writing
- Desktop/Laptop repair
- Virus/Spyware removal
- Operating system installation
- Configuring computer networks
- System restoration
- Software configuration
- Active Directory
- Spice Works
- Remote desktop
EMPLOYMENT EXPERIENCE:
Confidential
Tier 2 Desktop Support Technician
Responsibilities:
- Provides PC support including new installations, upgrades, repairs, and virus scans.
- Performs diagnostics on PC and phone failures and troubles/applies counteractive measures to resolve issue.
- Escalate unresolved issues when necessary.
- Provide computer and iphone operations support when needed.
- Image new user laptops, set up new users iphones, when necessary.
- Set up new user workstations
- Provide desk side support for political appointees and military personel
- Troubleshoot software, network, and hardware issues.
- Windows(7 & 10) environment
- Provide over the phone, remote, and/or in person support.
Confidential
Tier 2 Technical Support Technician
Responsibilities:
- Provide IT support to a cluster of 5 elementary schools in the DC area.
- Provide basic hardware, Printer, Application support, installation & troubleshooting.
- Provide support for Microsoft's Windows 7 and/or 10 operating system, basic configuring and troubleshooting.
- Reimage laptops, pc’s, as well as mac’s.
Confidential
Computer Specialist
Responsibilities:
- Provided high-quality site related IT help desk / customer support for over 400 client users for a non-profit organization in their Headquarters office in Washington, DC, as well as other locations in the greater regional area.
- Functioned as office dispatcher by receiving incoming calls and emails to the Office of Technology help desk hotline in order to report and escalate IT related issues to senior analysts.
- Troubleshot personal computers, peripherals, software applications, operating systems (Windows and Macintosh), and networking issues.
- Served as an assistant to the senior analyst who is solely responsible for maintaining IT technical support for 12 remote site locations throughout the Washington, DC commuting area.
- I have participated in several successful projects to both maintain and improve daily operations throughout the agency (operating system deployment, remote site computer installations, network printer installs, etc.)
- Built and maintained my own personal network system, using a router/firewall, CISCO switch, HP server (Windows Server 2012 installed) and a two HP’s acting as end users.
- Successfully migrated 30+ computers for the company’s Communication department.
- Deployed company’s OS using both a network/IT share file and using the network servers.
Confidential
Tier 1 Technical Support
Responsibilities:
- Provided base level IT support to non-technical personnel within the business.
- Installed software, modified and repaired hardware and resolve technical issues.
- Displayed courtesy and strong interpersonal skills with all customer interactions.
- Developed quick reference guides to assist end-users with challenging software application features.
- Created and manage new user accounts on Windows Server 2008/2008R2.
- Active Directory - Account creation, Password resets, Group policies.
- Performed PC refreshes and migrations from XP to Windows 7 and 8.
- Performed administrative tasks including account creation, password resets and granting access to drives, folders, and files in accordance with security guidelines.