Desktop Support Technician Resume

SUMMARY

Accomplished IT professional with over 15 years of information technology support and expertise in computer maintenance. Have strong organizational abilities, excellent communication and client service skills.
Able to work quickly and patiently with end - users in remote and desk-side environments to resolve issues.
Restore system functionality by quickly assessing and resolving diverse hardware and software problems.
Good troubleshooting, diagnostic and repair skills combined with strong attention to detail and systematic approach.
Proficient in Microsoft Office and stander office equipment.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Desktop Support Technician

Confidential

Responsibilities:

Applied understanding and knowledge of information system products and services to assist internal PC users in an environment of 1,200 users and with minimum supervision, provided 1st/2nd/3rd level support in troubleshooting Desktop, LAN/Wireless and peripheral problems (printers, backup devices).
Provided support for desktops including installations, upgrades, hardware, operating systems and operating system configuration
Toke ownership of questions and technical issues reported by users and provided direct support using telephone, ticket systems & email, and, if necessary, actually in person.
Updated software versions with patches and new installations to close security loopholes and protect users
Responsible for activities of providing technical services to internal customers by identifying, prioritizing and confirming resolution of reported problems with desktop, laptop and networked systems.
Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Documented repair processes and helped streamline procedures for future technical support actions.

Helpdesk Support Specialist

Confidential

Responsibilities:

Responded to Helpdesk requests including the installation, configuration and troubleshooting of software and hardware of different systems
Provided technical support to end-users & IT staff
Identified, investigated and researched user questions and problems as well as recognizing, researching, isolating, and resolving information systems problems
Coordinated referrals to appropriate technical, professional or service personnel for appropriate services, repairs, training, and follow-up
Opened service tickets for clients, documenting user information and description of problem.
Assisted customers with instructional support and product troubleshooting.
Recorded complaints, product deficiencies, returned orders and other customer documentation in system.
Resolved Level 1 technical issues with software, hardware and peripherals.

Computer Operator

Confidential

Responsibilities:

Operated a console using operating system command set to enter run time parameters and other job control instructions and information on all daily, monthly and year-end processing.
Maintained and completed daily logs and turnovers
Provided support to credit union employees with Focus XP and PC issues
Reformatted PC’s Software; hardware installation and printer configuration
Maintained operating records of machine performance, production reports, data processing supplies, and inventories, and disk/tape records.
Backed up servers and information according to strict schedules.
Checked servers, investigated problems and escalated concerns.