Desktop Support Engineer Resume

SUMMARY

Focused and dedicated individual and Certified Desktop Support Engineer. I am aiming to leverage my academic experience and a proven knowledge of troubleshooting windows desktops in AD environments to successfully fill the advertised role. Enthusiastic professional with highly effective problem solving and decision - making skills. Frequently praised as hard-working by my peers, I can be relied upon to help achieve business goals.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Desktop Support Engineer

Confidential

Responsibilities:

Provided 1st line IT support to end-users with their computing devices like desktop, laptop, mobile, printers, basic network devices and other IT peripherals, which includes testing, identifying, repairing, resolving, and documenting end user technical issues without violating the security compliance requirement
Working support requests for workstations, servers, application software, phone systems and ISP issues. Triage and escalation where appropriate
Responding to phone, email, and event alerts within the defined, contractual SLA's
Assisted with the remote team for Switch/router and firewall Installation and configurations.
Diagnosed network problems involving combination of hardware, software, power, and communications issues.
Handled tickets through SNOW ticketing tool and work on those in priority. Worked on Active directory, GPO and WSUS
Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices
Decommission old devices, which includes data wiping and coordination for any disposal requests

Analyst - IT Support

Confidential

Responsibilities:

Responsible for monitoring, resolving, and escalating events and incidents in the operating environment. Alerts are handled when they appear on the BPPM
Responded to support requests from Onsite users and patiently walked individuals through basic troubleshooting tasks. Excellent interpersonal skills with the ability to communicate appropriately with persons possessing different levels of technology aptitude or skills
Handling Service Management ticket queue (SNOW), ensuring high urgency tickets are prioritized and the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs
Installed, upgraded, supported and troubleshoot Windows Operating Systems, Microsoft Office 365 and other applications as assigned
Oversees and updates assigned support service requests, handling daily technical support activities on Desktop support and server management
Working with the rest of the Desktop Support team to ensure security postures are managed and upheld