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Service Desk/desktop Engineer Resume

Ft Worth, TX

TECHNICAL SKILLS:

  • Printer peripherals
  • Ricoh MP - C6000 Multi-functional Printer
  • Hewlett Packard LaserJet printers
  • Dell OptiPlex GX620 Desktop
  • HP Elite book, Laptops
  • Optiplex745, 755 & Dell Vostro workstations
  • Dell Latitude laptops, Inspiron 1525, 1545
  • Blackberry Smartphones, I-Phones
  • Mckesson Display Screens
  • Windows 98, 2000, XP, Vista & Windows 7 Enterprise.
  • M/S Exchange 5.5, Outlook 2003, 2007, 2010, M/S Office 2003, 2007, 2010 & 2013
  • Active Directory
  • Blackberry Enterprise Server
  • I-phone and MAC support
  • VPN, Remote Assistance, Remote Desktop Console.
  • Citrix, Xendesktop, Xenapp & VDI .
  • Remedy Ticketing system, Labtech ticketing system, Salesforce ticketing system.
  • McAfee Encryption and Virus Scan software, TrendMicro Virus software, Win magic Encryption
  • Avaya Phone System

PROFESSIONAL EXPERIENCE:

Service Desk/Desktop Engineer

Confidential, Ft. Worth, TX

  • Enter calls or requested data into the tracking system.
  • Diagnose and resolve incident by using documented procedures and checklists.
  • Provide technical advice and guidance to customers using hardware and software programs.
  • Diagnose and resolve network connectivity issues.
  • Troubleshoot and restore routine technical services and equipment problems by analyzing, identifying and diagnosing faults and symptoms by using established processes and procedures.
  • Conduct customer/user satisfaction call-backs and close all resolved issues.

Helpdesk Technician

Confidential, Ft. Worth, TX

  • Labtech Ticket System
  • Windows XP, Windows 7
  • McAfee encryption for laptops and virus scan software
  • Avaya Phone System Management (create, swap and new phone setup)
  • Exchange mail account creation
  • M/S Communicator 2007 r2
  • Supported/resolved hardware and software issues
  • VPN, remote access issues
  • Blackberry Enterprise issues
  • I-phone and MAC support
  • Outlook/Exchange support
  • Active Directory support
  • Citrix support
  • Support remote scanner technicians in the field and work at home nurses with hardware/software, remote access and connectivity issues

Helpdesk Technician Analyst

Confidential, Irving, TX

  • Supported job construction sites with related computer issues
  • Magic/BMC tracking software, Solar winds Network monitoring software
  • Supported and resolved hardware/software issues, outlook, Active Directory, Citrix
  • 3rd party software, VPN/Remote access, Blackberry/Enterprise
  • Worked closely with AT&T technicians to get sites up when network connectivity issues occurred

Helpdesk Technical Analyst

Confidential, Ft. Worth, TX

  • Supported and resolved hardware/software issues
  • VPN, Remote access, Blackberry, outlook support, desktop and laptop
  • Worked with Remedy call tracking software
  • Hardware support of numerous types of PC’s (IBM/Dell)

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