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Tier 2 Desktop Support Resume

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Arlington, VA

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TECHNICAL SKILLS:

Software: Microsoft Office Suite 2010 (Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems Windows 7 and 8; Norton Ghost; installing drivers; basic HTML, blogs, and wikis; basic understanding of database and SQL

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

Networking: Networking experience (running cables, troubleshooting connections, activating ports, basic router configuration, switches, Wi - Fi router)

Support: Helpdesk escalation and documentation on ticketing system, customer service support (email, phone, and in person)

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Tier 2 Desktop Support

  • Imaged over 40 laptops daily, image workstations via network and/or USB, troubleshooting and repairing Dell and Macintosh computer for hardware and software issues
  • Provided technical support via phone, remote tools or in person
  • Responsible for configuring and deploying more than 30 laptops to contactors and new hires each day
  • Utilizing ServiceNow Ticketing System to create, track and implement important notes within ticket
  • Provided permissions for additional user access for calendars, inbox, and address books
  • Other duties include working inventory control to maintain accurate equipment inventory
  • Provide quality customer service to at least 30 customers’ daily to attend to their needs, such as password lockouts, bit locker recovery or various computer issues to increase productivity of contractors.

Confidential, Largo, MD

Park Services Team Member

  • Performed quality services to at least 150 customers at the park daily, also making sure the merchandize was properly stocked increasing customers satisfaction by 5%
  • Managed and reconciled 100 items of the merchandize daily on shelves to ensure that team members were able to effectively refill and use products to increase the productivity rate by 3%
  • Provided excellent customer services by greeting and effectively communicating to at least 200 customers while working registers to increase the sales rate by 10%

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