Desktop Support Technician Resume East Brunswick, NJ - Hire IT People

SUMMARY:

To obtain a position in the IT field that will allow me to demonstrate my technical knowledge and further my experience. Help desk/Desktop technical support representative with eight years of experience working with end - users and professionals. Adheres to high level of service ethics, demonstrating customer-oriented communication skills and quick grasp of client requirements. Provides technical support and problem solving services.

TECHNICAL SKILLS:

Knowledge in Microsoft Standard desktop applications including Word, Excel, PowerPoint, Exchange

Demonstrate experience supporting customer interactions and troubleshooting

Troubleshooting knowledge of PC hardware issues including modems, monitors, printers, hard drives, PDAs

Experience supporting proprietary software applications

Experience troubleshooting Outlook Exchange

Fundamental understanding of networking applications

Troubleshooting web browsers and security settings

Familiarity with wireless communication support, such as Blackberry, Android, iPhone

Strong interpersonal, communication, customer service, incident management and conflict resolution skills

Strong Telephone etiquette including call and caller management skills

PROFESSIONAL EXPERIENCE:

Desktop Support Technician

Confidential, East Brunswick, NJ

Performed Installs, upgrades, tests, maintain, deploy, and troubleshoot software applications and operating systems, including Mac OS X and Windows
Troubleshoot software, hardware and connectivity issues
Assisted users with remote access and VPN troubleshooting and support
Exchange/Outlook Support and Active Directory Support
Build, deploy, upgrade, test, maintain, troubleshoot and repair computer equipment including desktops, laptops and printers
Tested network connectivity to ensure desktops and laptops work correctly
Worked hands-on experience with MS Outlook/Exchange and Office 2003, 2007 and 2010 support
Diagnosed, troubleshoot, and resolved hardware, software, and other network and system problems, and replaced defective components when necessary on/off-shift and during weekends
Performed restores for users as needed in the event of data loss
Documented all incidents information into Remedy System
Ensure customer satisfaction

Helpdesk Analyst

Confidential, Wayne, NJ

Addressed and resolved incidents and requests; logged all incidents and requests through the use of Service Now ticketing system; engaged other Customer Support Service resources or appropriate application and/or technical support resources to resolve incidents that are beyond the scope of our ability or responsibility.
Ensured end-to-end customer experience and provide a single point-of-contact for customer
Analyzed and resolve incidents and requests regarding use of application software or hardware
Logged and tracked incidents and requests from identification through resolution
Followed up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete
Documented resolutions and updated self-help and staff knowledge bases
Grew general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
Worked as an effective team member involving little to no supervision
Followed escalation and notification processes to management
Created and edited solutions to the knowledge base