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Desktop Support Resume

SUMMARY:

  • Skilled Service Desk professional providing PC technical support. Experience diagnosing, troubleshooting and resolving issues with hardware and software. A flexible and personable communicator with excellent skills in client and vendor relations.

TECHNICAL SKILLS:

Service Now Ticketing System Active Directory: Microsoft Office 365 - Adobe Acrobat DC - Windows 10/MAC - HP - Internet Web Browsers - WebEx - Imaging - Networking

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support

  • Provide level 1 and 2 support to end users and VIP users via email, phone and deskside
  • Install workstations and printers
  • Install applications
  • Manage IT assets
  • Deploy Windows 10 onto Dell/HP laptops
  • Set up and troubleshoot audio equipment for conference calls/ meetings
  • Manage and configure servers
  • Create SOPs
  • Guided employees ensuring all were trained in product knowledge and capable of performing assigned duties
  • Provided training to new members of my team

Confidential

Service Desk Installation

  • Provide IT support to Confidential offices, committees, and other legislative agencies
  • Install desktops, laptops, servers and printers
  • Provide mobile support
  • Provide support for HP and Apple machines
  • Configure software applications
  • Manage new equipment that needs to be deployed
  • Meet SLA deadlines daily and monthly

Confidential

Dell Driving Tech

  • Desktop, laptop, and tablet hardware repair
  • Ensure that tickets are completed and closed on a daily basis
  • Add appropriate notes to tickets

Confidential

Desktop/ Help Desk Support

  • Install software, modify and repair hardware and resolve technical issues
  • Display courtesy and strong interpersonal skills with all customer interactions
  • Develop quick reference guides to assist end-users with challenging software application features
  • Manage Windows XP Professional, Windows Vista Business Windows 7 workstations
  • Ensure that Service Now tickets are resolved and completed to the client’s satisfaction and follow up with customers before closing out cases ensuring optimum customer service
  • Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system
  • PC and laptop imaging using USB and Pixie Boot
  • Process incidents/requests in a time sensitive environment via phone, email, instant messaging, fax and desk side
  • Provide initial trouble shooting of problems for desktop, laptop and printers
  • Provide level 2 end-user technical support for Windows 7, Microsoft Office, Network connection
  • Manage IT inventory via scanner and asset forms
  • Troubleshoot and offer technical support for Microsoft Office, Java, Adobe and Internet Browsers such as Internet Explorer, Firefox, Google Chrome and Safari

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