Help Desk Resume

OBJECTIVE

To further my experience and growth In the information technology field: special interest in network support, hardware/software support, helpdesk tier 2, network administrator and other related computer technology positions.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Help Desk

Confidential

Responsibilities:

Served as escalation point resolving software/hardware issues from tier 1 staff
Record, maintain and update records in the Incident Management system
Advise to Directors, CIOs, VPs of client support or technical issues for all clients
Cleared malware/spyware/viruses from end users infected machines
Backed up end user’s data and upgraded their OS to include all previous software/data
Reimaged newly purchased laptops and desktop with up to date Group Policies, VPN client, and necessary hardware installations
Deployed and provided technical support for mobile devices such as Blackberry(BES) and iPhone/iPad(iOS)
Physically setup and deploy new workstation for new employees or internal moves
Provided hardware support for printers throughout the entire building, replacing toner, maintenance kits, fusers, rollers, etc.

Help Desk

Confidential

Responsibilities:

Provide desktop support for over 800 clients around the US by phone or remote assistance.
Isolate, identify and repair computer equipment
Maintained software inventory assets, as well as hardware assets
Preformed diagnostics and troubleshooting of system issues
Maintained inventory for all equipment, and documented help desk tickets/resolutions
Perform system restore and backup of end user equipment including archival of end user data files and installation of operating system software
Create logs and documentation for new user training and staff development
Consulted with the end user to determine their IT needs and recommended options based on their departmental budget and projected future growth