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Sr. Desktop Support Specialist Resume

OBJECTIVE:

Obtain a position in the field of Information Technology where I can utilize my skills, experience, and education.

SUMMARY:

  • Five plus years of Computer / Network Support
  • Fifteen plus years in customer service
  • Experience with Oracle
  • Extensive Microsoft Office Suite Experience
  • Install, configure and maintain various networks and operating systems (Windows 7, XP, Red Hat Linux 7.2 and 7.3, Linux Fedora 15, Server 2003 and 2008)
  • VMWare administration and support
  • Computer imaging
  • Employ LAN/WAN Technology and Applications
  • IP Networking
  • Implement network security protocols
  • C++Programming
  • Manage exchange servers
  • Troubleshoot/replace faulty hardware (disk and network servers, network interface cards)
  • Active Directory
  • Cisco Servers
  • Cisco VoIP Phone Systems: 7965, 7960G, 7970
  • Cisco Routers: 7600 Series
  • Internet Web based program experience
  • DSI Client Inventory System Administration
  • D Storage trouble shooting and installation
  • Zebra printer installation and configuration
  • Network laser printer installation
  • Cobian Backup System Administration
  • Team Viewer PC Software (multiple versions)
  • Proficient in the use of Remote Desktop Connection (RDC)
  • Mac OS Trouble Shooting
  • SCCM Console

EMPLOYMENT HISTORY:

Confidential

Sr. Desktop Support Specialist

Responsibilities:

  • Serve as project lead on various system upgrades and maintenance.
  • Perform hands - on technical upgrades and deployments.
  • Write scripts that perform system tasks and change configurations.
  • Research innovative technologies and make recommendations.
  • Develop, document and train others on IT systems and best practice procedures.
  • Analyze business and IT processes, technologies and applications.
  • Maintain software-testing environment for new security patches, Windows updates, etc.
  • Provide daily Level 2 support for various infrastructure / desktop support systems.
  • Administration and oversight for Lotus Notes desktop client, desktop and client policy.
  • Perform day to IT support to customers.

Confidential

IT Support Analyst, Salem, VA

Responsibilities:

  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Record, track, and document the help desk request problem - solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and knowledge base articles for end users.

Confidential

IT Support Analyst

Responsibilities:

  • Provides technical support to diagnose, analyze, research and resolve routine interactions for users. Responsible for recognizing, researching, isolating, escalating and resolving incidents and/or interactions.
  • Executes incident management, and facilitates interactions for other service management functions for Nationwide supported applications and IT processes.
  • Provides preventative maintenance, troubleshooting, direct cause analysis, and resolution for routine technical incidents in order to ensure user satisfaction.
  • Documents routine user escalations and routes to appropriate technical solution area or resource.
  • Performs all other duties as assigned.

Confidential

IT Coordinator, Charlottlesville, VA

Responsibilities:

  • Works with management and other departments to implement a successful IT plan.
  • Assists in the implementation of the IT plan and trains the individuals who will need to use it.
  • Establishes various guidelines for evaluating the IT systems and determining where changes should be made.
  • Assists in budgeting for IT expenses, including the purchase of new equipment and software when necessary.
  • Diagnoses issues when computers or other technologies are not working as they should.
  • Implements a plan for repair or replacement of computers and other forms of technology.
  • Instructs other IT professionals and assigns projects as needed.
  • Forms strong bonds with equipment manufacturers and service providers so that issues can be resolved more quickly.
  • Prepares regular reports for management officials; attends meetings to present these findings.
  • Assisted new hires with helpdesk related issues
  • Provided technical support to users as well as support for incoming questions related to computer systems, software, and hardware.
  • Respond to tickets either via email over the phone on in person.
  • Train users on the proper way to use various programs and applications and maintain daily performance logs.
  • Ask pertinent questions to determine cause of the issue. Install, modify, and repair PC hardware and software.
  • Run diagnostics to resolve problems in a timely manner.
  • Resolve issues with the Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Follow up with customers to ensure issue has been resolved.
  • Obtain user feedback to see what areas need to be improved upon.
  • Run daily system audits to ensure full functionality and apply updates to the servers as needed.

Confidential, Lynchburg, VA

Customer Service Manager

Responsibilities:

  • Collaborate with store management to support and implement growth strategies
  • Coordinate customer service projects and initiatives
  • Ensure budget requirements are being met
  • Conduct employee performance evaluations
  • Evaluate and address staff training and coaching needs
  • Provide strong customer service
  • Supervise associates in the assigned areas and convey daily tasks and goals

Confidential, Lynchburg, VA

Customer Service Representative

Responsibilities:

  • Maintained self service area
  • Responsible for the troubleshooting of computer/register problems
  • Led front end processes to sustain employee productivity and superb customer service

Confidential, Lynchburg, VA

Policyholder Service Representative

Responsibilities:

  • Communicated product and regulatory information to customers
  • Charted company procedural modifications and maintained regulatory compliance
  • Analyzed financial transactions

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