Desktop Support Resume

SUMMARY:

I am seeking a long - term position with advancement opportunities in return for my hard work and commitment.
I am currently a full time employee for Confidential helping with Confidential in a Desktop Support Tech II role.
My experience includes running an IT Kiosk, new hires, assisting refresh teams, creating and updating knowledge bases and being the person my teammates rely on for help.
Knowledge of Windows XP-Windows 7 and troubleshooting common issues.
Active Directory - Adding Users, Removing users, Moving Users, Creating Groups, Creating mailboxes, adding users to groups etc.
Experience in troubleshooting Microsoft Outlook problems.
Experience with Internet Explorer, Chrome, Firefox and Microsoft Exchange Server.
Proficient in Microsoft Word and some Excel experience.
Fast typing and fast numeric typing.
Excellent customer service and phone skills.
Experienced at resolving customer issues and concerns.
Basic LAN/Networking knowledge and experience with routers and modems.
VPN and Internet Access troubleshooting
Entering tickets for every call into Peregrine ServiceCenter software and escalating tickets when necessary
Anti-Virus Support
Experienced in building computers, repair-replacing parts, Windows reinstall, updating drivers etc.
Adding information into the Knowledge Base to help others who may come across the same problems
Building a knowledge base and working with my peers and management to improve current procedures.
Desktop support to local users
Re-images and Deployments
Asset Tracking and categorization

WORK EXPERIENCE:

Desktop Support

Confidential

Responsibilities:

Supporting users remotely and deskside between three buildings
Running an IT Kiosk
Updating the knowledgebase and informing team members about problems and fixes in the environment new hires and assisting refresh teams
Handling many problems including connectivity, Microsoft Windows 7 and Windows 10, current and legacy apps, handling the ticket queue and meeting the company SLA's

Helpdesk - Desktop Support

Confidential

Responsibilities:

Started with helpdesk remote support and promoted in 2013 to Desktop Support Technician for the Paoli, PA campus. I support 300 users in three buildings face to face and remotely.
Assisting employee's with Helpdesk related problems
Repairing laptop and desktop pc's
Handing tickets coming in via phone, email and online
Assisting with Viruses, Spyware, Slowness, Network Issues etc
Helping remote users via phone and remote desktop/GoToAssist

Helpdesk

Confidential, West Norriton, PA

Responsibilities:

Assisting Quest employees with Helpdesk related problems including Hardware, Software etc.
Added an alert board for the major issues on the desk that everyone relies on.
Working on building a knowledge base for the helpdesk. Helping to add problem types andresolutions to issues in Peregrine ServiceCenter

Helpdesk

Confidential, Chesterbrook, PA

Responsibilities:

Web hosting/Microsoft Outlook and Exchange Server
Corresponding with customers over the phone regarding their internet and computer technical issues and account problems.
Completing each phone call by resolving issues to the customer's satisfaction and documenting each case in the d Confidential base.
Enhancing team meetings by incorporating ideas to improve the current procedures. Respected by my peers and Management

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