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Technician/help Desk Resume

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Mesa, AZ


I am an exceptionally proficient worker. I consider prosperity to be absolute efficiency and progress. I am a very highly motivated and goal oriented individual with years of knowledgeable experience. I will work meticulously to meet deadlines and meet quality consequential requirements for all tasks at hand. I am very hands on and work well individually as well as collectively. I believe that quality is a result of high intention, sincere effort, intelligent direction, and skillful execution.

Work Experience

Tier 1 IT Support, Confidential, Scottsdale, AZ (April 2010 - Present)

  • Answer IT support calls as a first point of contact for external and internal users. Perform initial remote troubleshooting of client systems, including hospitals and remote radiologists.
  • Support of Radiology Information System (RIS), Picture Archiving and Communication Systems (PACS) and dictation systems (Centricity, Osirix, IID, Dragon 9/10)
  • Monitor incident management system (IMS), phones and email support requests. Log all requests into the IMS with all relevant details.
  • Monitor current state of all key operations systems using automated tools. This includes, but is not limited to: data transmissions, network connectivity, workflow and other systems.
  • Perform desktop support tasks for internal users (application upgrades, user support for applications and systems).
  • Perform backup and restore operations as requested.
  • Escalate all unresolved requests efficiently and according to internal escalation guidelines. Ensure all requests are addressed in a timely manner.
  • Assist in any projects as requested by Team Leader or IT management. Document system configuration, processes and procedures as directed.
  • Follow-up on outstanding issues/requests left unresolved from the prior work shift. Participate as an integral part of the global IT Support organization.

Technician, Confidential, Scottsdale, AZ (June 2009 - Sept 2009)

  • Effectively assisted in troubleshooting for clients via phone and with help from the help desk
  • Setup routers as needed.
  • Executed setup of point of sale equipment for clients
  • Training of clients on all software and hardware including windows mobile based wireless handheld scanners

Technician, Confidential, Kenilworth, NJ (2005 - Jan 2009)

  • Managed and successfully implemented wireless network systems
  • Effectively assisted in troubleshooting for clients via phone and help desk
  • Repaired client PC hardware and software damages and issues
  • Executed delivery and setup of audio visual equipment for clientele
  • Specialized in system cleanups including virus and spyware removal along with ensuring all possible updates to the system were completed
  • Wireless/wired routers, Windows XP/Vista, Macintosh OS10, Microsoft Office Suite Norton Antivirus,

Store Support Technician/Help Desk, Confidential, Union, NJ (January 2008 - Jan 2009)

  • Installed, upgraded and troubleshot hardware issues (memory, hard drives, network cards, CD/DVD Rom Drives, motherboards)
  • Provided telephone-based support for in-house and store technical and operational issues for PCs and software
  • Set-up new PCs, hardware and network systems for employees
  • Use of Active Directory for unlocking accounts, resetting passwords and unexpiring passwords.
  • Demonstrated office skills including filing, faxing, data entry, purchasing and billing
  • XP/Vista/2000,Microsoft Office Suite, Adobe Acrobat, Infor FACTS, TrackIT, VNC, Remote Desktop, Landesk

Desktop Support Technician, Confidential, Santa Fe, NM (2002 - 2008)

  • Responsible for the design, set up and administration of customized home PC, laptop, printer solutions for both wired and wireless networks
  • Use of Active Directory for unlocking accounts, resetting passwords and unexpiring passwords.
  • Troubleshot and repaired home PC network issues
  • Provided start to finish customer service and support to clients
  • Installed, upgraded and troubleshot software
  • Daily ordering and status check of parts for work orders
  • Responsible for the re-imaging of workstations as needed using Symantec Ghost
  • Provided telephone-based customer support regarding technical and operational issues
  • Wireless/wired routers, Windows XP/Vista/2000/NT/98, Macintosh OSX, Microsoft Office Suite, Adobe Products, Norton Antivirus

Skills and Qualification

  • Dell Foundations 2007/2008 Portables and Desktops, Workstations 490/690, DSP Workstations Precision 390, Microsoft Office XP/2003/2007 (Word, PowerPoint, Excel, Outlook), Mac and PC Proficient, Microsoft RMS Point of Sale software, Active Directory, Footprints ticketing system, Windows XP/Vista/7/MAC OS X/Linux, Landesk, HEAT, DICOM, SCCM, Ghost, Blackberry Enterprise Server, Cisco Routers/Switches, Android, Iphone,HL7,Osirix,Centricity,Synergy, VNC

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