We provide IT Staff Augmentation Services!

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.

Hire Now