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Desktop Support Resume

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Covina, CA

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PROFESSIONAL SUMMARY:

  • Over ten years of technical customer service experience.
  • Expert knowledge of Microsoft Suites and Windows operating systems.
  • Ability to thrive in a fast - paced environment.
  • Proficient in communication with customers for complete satisfaction.

TECHNICAL SKILLS:

Operating Systems: Microsoft Windows XP/Vista/7 (all editions), MAC OS X (all editions)

Mobile Devices: iPad, iPhone, Blackberry, Android etc.

Server Systems: Windows Server 2003/2008 (all SPs and revisions), Microsoft Exchange 2003/2007/2010 (including 2010 Hybrid server)

Collaboration Software: SharePoint 2007/2010 Online, SharePoint Designer, web hosting using SharePoint

Unified Communications: Office Communicator Online, Lync 2010 Online

Productivity Software: Microsoft Office 2003/2007/2010/2011 , Entourage 2008, OWA for Exchange 2007/2010

PROFESSIONAL EXPERIENCE:

Desktop Support

Confidential, Covina, CA

Responsibilities:

  • Field service position involving deploying pre-packaged SCCM images.
  • Windows refresh of PCs from Win XP to Windows 7.

Confidential, Los Angeles, CA

Desktop Support

Responsibilities:

  • Field service position involving deploying SCCM images.
  • Upgrading and configuring PCs, printers, and other networked bank equipment
  • Using ticketing system (Spiceworks).

Confidential, Irwindale, CA

Desktop Support

Responsibilities:

  • Support for Office 365 migration.
  • Support of on-premise team of Microsoft and SCE individuals coordinating and testing Office 365 migration.
  • Identifying issues with migration after implementation.
  • Contributing to team resolution of issues.
  • Triaging and fielding of calls from end users on issues involving all components of O365 including email, schedule, contact list, and office.
  • Fielding Sharepoint, Lync, and Onedrive questions.
  • Handling 250 calls per day.

Confidential, Lake Wales, FL

Desktop Support

Responsibilities:

  • Configuring and deploying SCCM images via the network.
  • General Desktop Support

Confidential, West Palm Beach, FL

Desktop Support

Responsibilities:

  • Managed Desktop Support including, administration, installation, troubleshooting, migrations, upgrades, and set-ups for Confidential employees.
  • Troubleshooting to include Windows XP, Windows 7, some Citrix, and VM Ware, Exchange 2010, and Cisco Call Manager.
  • Imaging, migrating and upgrading PCs by using Windows WDS from Win XP to Win 7.
  • Add to Wiki and knowledge base.

Confidential, Westlake, OH

Independent Field Service Technician

Responsibilities:

  • Short-term contract positions involving refurbishing, decommissioning, and replacing laptops, desktops, and servers (Dell and Confidential ).

Confidential, Boca Raton, FL

Desktop Support

Responsibilities:

  • Configure, install, monitor, and maintain IT users' PC software and hardware.
  • Provide Information Technology Support to end-users at remote sites as needed.
  • Install and configure network and local printers
  • Responsible for documenting solutions to IT problems in CA ticketing System.
  • Provide end-user, as needed.
  • Responsible for maintaining Windows workstations and overall information systems support for Turnpike Enterprise users.
  • Setup Audio Visual resources for presentations.
  • Deskside support troubleshooting of computer issues including travel to toll stations and remote locations in Broward, Palm Beach and Dade counties.
  • Imaging and upgrading (migrating) new laptops and Desktop using Ghost.
  • Supervising removal of sensitive d Confidential and donation of out of warranty assets.

Confidential, Deerfield Beach, FL

Desktop Support

Responsibilities:

  • Internal Desktop and HelpDesk support for Confidential Group and Confidential employees and vendors and remote troubleshooting achieved by Symantec pcAnywhere, UltraVNC, and RDP softwares.
  • Administered Hardware Troubleshooting of Confidential /Lenovo Desktops & Notebooks and Various Brand Name networked and personal printers.
  • Administered Software Troubleshooting of Confidential imaged Desktops and Laptops: Including but not limited to Microsoft Office 2003 & 2007, Cisco VPN Client, etc.

Confidential, West Palm Beach, FL

ITO Service Delivery Consultant /Desktop Support

Responsibilities:

  • Level 2 Technical Troubleshooting for hardware/software/connectivity while maintaining customer service focus.
  • Problem management including 3rd party vendor management
  • Provided remote support (PC Anywhere, Windows Remote Assistance)
  • Operating systems including Windows XP and 7 (32 and 64 bit)
  • MS Office Suites including add-ons (2003, 2010)
  • Lotus Notes
  • Mobile device support (Blackberry, iPad)
  • Troubleshoot new and unknown issues, in support of Confidential employee COE and tools.
  • Travel 5-10%, locally
  • Volunteer travel for off-site DR activities
  • On call coverage rotation, 1 week per month

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