Desktop Support Product Management Resume

SUMMARY:

7 years of professional experience in IT support roles troubleshooting, imaging, building, deploying, maintaining, upgrading, and repairing systems, peripherals, and access issues
12 years in customer service roles
Expert at multi - tasking, prioritizing, and triaging in fast-paced, evolving environments

RELEVANT EXPERIENCE:

Confidential

Desktop Support Product Management

Responsibilities:

Evaluate, test, decision, and document software to package for the enterprise environment (300,000 users) as an Operating Systems Analyst 2.
Diagnose and resolve complex problems with packages/installers.
Security vulnerability remediation.
Suggest alternative solutions.
Use Atlassian tools to manage software catalog.
Version control. Create, run, and interpret SQL queries/reports for senior management.
Use SCCM, PowerShell, and various .msi tools.

Confidential

Internet Help Desk

Responsibilities:

Troubleshooting of business DSL connectivity & access, routers & wifi, and phone service.

Confidential

Information Security Analyst

Responsibilities:

Use Active Directory tools, Exchange Management Console, and web tools to grant, revoke, and troubleshoot role-based access for 1,000-user department.
Onboarding & separations.
Use request & approval systems, follow procedures & guidelines to ensure security compliance, document all actions.

Confidential

Manager

Responsibilities:

Responsible for troubleshooting desktops, mobiles, POSs and surveillance DVRs (Windows and Linux), outstanding customer service, training, scheduling, complaint resolution, and meeting production goals.

Confidential

PC Technician

Responsibilities:

Troubleshoot hardware and software troubles.
Data swaps & rebuilds.
Train novice PC users.
Hardware replacement.
Manage workflow moving at an intense pace.
Confidential off-site to client homes and businesses for network and peripheral support.
Virus/malware remediation.

Confidential

Desktop Support

Responsibilities:

Tier Two support in an enterprise environment.
Imaging, deployments, hardware and software troubleshooting and installation.
XP to 7 migrations.
Primarily Windows 7 machines using Active Directory, Exchange & Office, SCCM/SMS 2012, Sophos, Cisco AnyConnect, ServiceNow.

Confidential

Desktop Support and General Manager

Responsibilities:

Solely responsible for installation, administration, upgrades, and troubleshooting of hardware, software, and networks at 9 sites.
Primarily Windows PCs (XP through 8), printers, POS machines, surveillance DVRs, mobiles, and magnetic card devices.
Responsible for training and security for entire company.