Desktop Support Technician Resume

SUMMARY

Proven IT Supervisor, Team Lead and Senior Desktop Technician / Tier I & Tier II Help Desk Administrator, Program Specialist, and Technical Trainer.
With over 10 years of IT experience I have worked from a Tier 1 technician up to a supervisory role while maintaining a current skill set so that I may still resolve issues myself or facilitate that resolution through the proper teams, doing so with a positive attitude.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Technician

Responsibilities:

Experienced Queue Monitor. Where I ensure timely ticket completions by creating efficient workloads and reducing bottlenecks in productivity thus helping the organization adhere to agreed upon SLA’s.
Customer Service
Comprehensive Technical Support.
Provide Basic Network Support.
Support Windows environment to include Windows 7 and Windows 10
Provide support with asset management.
Assist with hardware refreshes
COTS and industry specific software support.
Provide Wireless Device, Client Side, Support

Confidential

Desktop Support Technician

Responsibilities:

Confidential

Desktop Support Team Lead / Senior Technician

Responsibilities:

Team Lead, work closely with management to ensure we are performing well and meeting or exceeding expectations.
Train new team members and ensure they stay updated on new solutions as they may arise.
Customer Service.
Assist with IT inventory tracking (Asset Management)
Support Enterprise of over 2000 users.
Provide Basic Network Support.
VIP and Senior Executive Support.
Comprehensive Technical Support.
Chosen to individually provide IT Support for Conference Center.
Work closely with Federal IT Team Leads to assist with software and hardware compatibility issues.
Image and Deploy Laptops and PC’s. Backup and Restore users’ data.
Administer User and Workstation accounts in Active Directory.
Install and Configure Symantec Endpoint Encryption (SEE). Administer SEE Console.
Client - Side VPN Support (Cisco).
Client-Side Citrix Support.
COTS and Proprietary Application support.
Troubleshoot all IT related peripheral devices.
Work closely with other internal parties (Server/Network teams) for timely problem resolution.
Assist users in person or remotely using common Remote Desktop tools.
Work with external vendors to facilitate device repair.

Confidential

Desktop Support

Responsibilities:

Image and Deploy Laptops and PC’s. Backup and Restore users’ data.
Administer User and Workstation accounts in Active Directory.
Client-Side VPN Support (Cisco).
COTS and Proprietary Application support.
Troubleshoot all IT related peripheral devices.
Work closely with other internal parties (Server/Network teams) for timely problem resolution.
Assist users in person or remotely using common Remote Desktop tools.
Work with external vendors to facilitate device repair.

Confidential

Team Lead/Shift Supervisor

Responsibilities:

As Team Lead and Weekend Shift Supervisor, work under minimal supervision to serve as subject matter expert (SME) to provide in-depth technical and policy guidance to 9-20 frontline agents to ensure DMDC mission accomplishment.
Promoted to Team Lead/Weekend Shift Supervisor 10/2011 and, as such, participate in weekly leadership meetings where I assist with process evaluation and implementation.
Monitor Agents performance and work with them individually to identify area’s for improvement and recognize positive achievement.
Utilize Dashboards to assist with ensuring agents are on task as far as meeting SLA’s and tracking KPI’s
Assist with boosting morale across the enterprise by taking various employee’s opinions into consideration and making thoughtful recommendations during team leadership meetings.
Act as coordinator of the System Restoration Team (SRT) during any outages.
As Lead Trainer develop and conduct training for new employees ensuring they have a strong grasp of job duties and performance standards.