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Desktop Support Specialist Resume

Wilmington, DelawarE

SUMMARY:

  • Highly versatile, service - orientated Computer Support Analyst with eight years of IT experience.
  • Possessing strong communications and time management skills, and the ability to work independently or as part of a team.
  • Capable of providing excellent onsite or remote helpdesk support.

TROUBLESHOOTING EXPERTISE INCLUDES:

Enterprise-level Microsoft networks using SCCM 2012, Windows PC-based computers, Citrix XenDesktop and XenApp, peripherals, Audio/Video conferencing equipment, and rack-mounted servers; as well as configuring Android and Apple devices.

EMPLOYMENT HISTORY:

Confidential, Wilmington, Delaware

Desktop Support Specialist

Responsibilities:

  • Provided onsite desktop support in a chemical and pharmaceutical laboratory environment
  • Administered computers remotely though Active Directory, SCCM 2012, and Bomgar
  • Worked with Customers, remotely, at customer’s workstation and in the laboratory
  • Managed hardware and software vendors to address customer issues
  • Prepared and troubleshot Lenovo computers using SCCM imaging
  • Configured Desktop computers to interface with laboratory hardware and software
  • Assembled computer equipment in employee workstations and chemical and pharmaceutical laboratories
  • Logged tickets in Service Now helpdesk system

Confidential, Wilmington, Delaware

Senior Administrator

Responsibilities:

  • Designated as sole on-site support contact for 250 employees
  • Provided onsite desktop support in a chemical laboratory environment
  • Trained in, XenDesktop and XenApp, configured and troubleshoot XenApp
  • Administered computers remotely though Active Directory and SCCM 2012
  • Installed and troubleshot Cisco VOIP phones, and Barco ClickShare Devices
  • Worked with Customers, remotely, at customer’s workstation and in the laboratory
  • Managed hardware and software vendors to address customer issues
  • Prepared and troubleshot HP and Dell computers using SCCM imaging
  • Configured Desktop computers to interface with laboratory hardware and software
  • Assembled computer equipment in employee workstations and chemical laboratories
  • Assisted in troubleshooting and install of Cisco networking devices
  • Logged tickets in Remedy and Service Now helpdesk systems
  • Experienced with Office 365 applications

Confidential, Exton, Pennsylvania

Desktop Support Specialist

Responsibilities:

  • Worked with Customers, both remotely and at customer’s deskside
  • Prepared and troubleshot HP computers for company use
  • Installed computer equipment in employee cubicles
  • Configured iPhones to interfact with company exchange servers
  • Tested and configured Cisco IP Softphone software
  • Shipped computer equipment to remote users.
  • Facilitated Videoconferences using Polycom and Crestron videoconferencing hardware and software.

Confidential, Dresher, Pennsylvania

Desktop Support Technician

Responsibilities:

  • Provided Desktop Support for Windows XP and Windows 7 workstations remotely and in-person.
  • Supported Lotus Notes, Microsoft Office 2010, and Adobe Acrobat to mid-level Executives
  • Repaired and upgraded Lenovo laptops and Dell Desktops as required
  • Managed company assets with HP Asset Manager, logged, and managed tickets with BMC Remedy
  • Troubleshot customer issues at customer’s desk-side and remotely though Windows Remote Desktop
  • Created and deployed Windows 7 Laptops and Workstations in a large corporate environment as part of a Windows XP to 7 PC migration

Confidential, Wilmington, Delaware

Field Service Computer Technician

Responsibilities:

  • Troubleshot and repaired Lenovo tablet notebook computers.
  • Returned defective components to Lenovo as required
  • Resolved tickets through an online ticketing system

Confidential, Wilmington, Delaware

Data Center Engineer

Responsibilities:

  • Installed, relocated, and removed rack-mounted servers, mainframes, and desktop VDIs in a large corporate data center environment.
  • Lifted devices weighing 80lbs as a regular part of job duties
  • Proficient in running fiber and copper cabling in a raised floor environment
  • Scanned decommissioned hard drives into storage with a barcode scanner
  • Provided on-site support through phone, email, and live chat
  • Performed support duties through SLAs and Break/Fix tickets

Confidential, Wilmington, Delaware

Asset Management Specialist

Responsibilities:

  • Received computers from remote sales representatives
  • Used asset management software to receive, deploy, and verify inventory
  • Created and utilized backup images to maintain laptop computers

Confidential, Lewes, Delaware

Network Helpdesk Analyst

Responsibilities:

  • Provided executive level support for Windows 7 and XP workstations, on-site and remotely
  • Maintained desktop workstations and network infrastructure in a mid-sized office environment
  • Facilitated Video Conferencing for executives
  • Created and utilized backup images to maintain workstations
  • Assisted in office-wide deployment of computer hardware and software as part of a PC refresh
  • Documented support requests using TechExcel software
  • Managed inventory of all technical equipment and software licenses
  • Worked with vendors to obtain specified computer equipment
  • Unpackaged, configured, and installed computer hardware in the main office
  • Packaged and shipped computer hardware to remote users
  • Configured Android and Mac smartphones and iPad devices to connect to company email and internet
  • Administered cloud-based Microsoft brand e-mail and instant messaging systems
  • Administered SAP Business Objects XI 3.0 servers
  • Provided support through SLAs and Break/Fix methods
  • Designed Visual Basic macros for MS Excel 2007

Confidential, Lewes, Delaware

Documentation Specialist

Responsibilities:

  • Designed and wrote Visual Basic programs to issue ADO commands
  • Scanned documents into Adobe Acrobat PDF format
  • Wrote Systems Analysis and Design Documentation for a timesheet solution

Confidential, Georgetown, Delaware

Computer Technician/Tax Preparer

Responsibilities:

  • Helped prepare personal income taxes using TaxWise software
  • Reconditioned and rebuilt Personal Computers
  • Troubleshot on-site computer hardware issues in a non-profit office environment

Confidential, Carrollton, Texas

Personal Computer Demonstrator

Responsibilities:

  • Maintained stock and monitored inventory on a weekly basis
  • Provided customer service assistance in a retail environment
  • Designed and created product displays

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