DESKTOP SUPPORT ENGINEER Resume

SUMMARY:

A dynamic IT support professional with expertise in customer service, customized IT solutions, onboard new clients/new hires, and setup new users. Keen ability to apply IT approaches and methods to meet business requirements. Proven capabilities in accuracy, data mining, incident analysis, software presentation, installation, and documentation. Key skills in written/verbal communications, problem solving, time management, cross - functional collaboration, and relationship building.

PROFESSIONAL EXPERIENCE:

Confidential

DESKTOP SUPPORT ENGINEER

Execute Level 1 support for clients regarding Active Directory, Microsoft Exchange/Suite, and other client applications.
Install, maintain, configure, and test equipment, hardware, and software to troubleshoot and resolve issues.
Document and establish setup procedures and documentation for end-users.
Complete onboarding for new hires, including user profile creation, Active Directory account setup, and laptop deployment prior to start date.
Provide support to global employees (70% remote, 30% on-site), build workstations to ensure functionality, and collaborate with networking team to repair/maintain IT infrastructure.
Support ten clients weekly and receive four new hires monthly to setup with the organization.

Confidential

SUPPORT TECHNICIAN

Coordinated 40+ new PC/Mac hardware encrypted on AirWatch imaging for new and existing employees; used Adobe standard applications to arrange one-on-one meetings to transfer data and provide technical support.
Brainstormed process improvements for beta development tools in biweekly team meetings.
Assisted in creating a tool to reduce manual effort while enhancing effectiveness and efficiency.
Verified and assigned ticket requests and completed emails, SaaS applications, and asset tagging to improve efficiency.
Installed, configured, and deployed VoIP phones, accessories, and Dell monitors weekly while meeting deadlines and policy requirements.
Managed End Advertiser Ad accounts daily with up to $10K in spend; generated between $260M and $412M in revenue within a three-month timeline in collaboration with team members.

Confidential

IT HELPDESK SPECIALIST

Leveraged ShoreTel to track and monitor incoming calls; maintained accuracy through attention-to-detail, active listening, and problem identification; assigned call to appropriate technician to resolve issue.
Installed Windows 10 on ten desktops that used Windows 7.
Participated in team activities as needed when short-staffed to ensure customers were attended to and satisfied.
Delivered exceptional customer support for company with 200+ internal end-users and escalated hardware/software issues as necessary.

Confidential

INTERN

Completed an internship and gained experience in data validation, problem tracking, analytics, data consolidation, and data mining.
Maintained 90% accuracy in all issue identification efforts and generated quality descriptions/readable statements for Project Managers to use.
Tested live camera feeds and updated Google spreadsheets with information.
Learned how to assemble a computer, mastered troubleshooting essentials, utilized HTML and CSS to build websites, and strengthened skills in technical writing, public speaking, and critical-thinking.

TECHNICAL SKILLS