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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

  • Microsoft Office 365
  • Microsoft Intune
  • Google Suite
  • Active Directory
  • System Center Configuration Manager (SCCM)
  • ServiceNow
  • Multi factor authentication
  • Cisco AnyConnect VPN
  • BitLocker
  • McAfee Endpoint Encryption
  • Application installations
  • Software upgrades
  • Troubleshooting proficiency
  • Customer service

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.

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