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 September

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

UMUC

Tier 1 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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