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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.

TECHNICAL SKILLS

  • Leadership
  • SLA / KPI monitoring
  • Preventive Maintenance
  • Training
  • Mentorship
  • Policy Implementation
  • Technical Support
  • Customer Service
  • Problem Solving

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:

  • Customer Service.
  • Provide Basic Network Support.
  • Utilize LANDesk for Asset Management.
  • Support Windows environment to include Windows 7 and Windows 10
  • COTS and Proprietary Application support.
  • Provide Wireless Device, Client Side, Support

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.

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