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Desktop Support Specialist Resume

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Scottsdale, AZ

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TECHNICAL SKILLS

Operating Systems: Windows 7, 8x, & 10, Ubuntu Linux, HP - UX 11.0

Networking & Connectivity: TCP/IP, Router & LAN/WAN configuration and troubleshooting

Productivity: Microsoft Office 365 and earlier Office versions, MS Teams, MS Project, MS Visio, Adobe Acrobat

Mail Clients: MS Outlook and Outlook Web Access, Lotus Notes

Remote Support: Microsoft Remote Desktop, TeamViewer, LogMeIn Rescue, Citrix GoToAssist & GoToMeeting, WebEx, Ivanti LANDesk, SolarWinds Dameware

IT Help Desk Ticketing: ZenDesk, Footprints, BMC Remedy, HP ServiceCenter, Numara TrackIt, IBM Tivoli Service Request Manager (TSRM), Microsoft Dynamics CRM

Disk Imaging: Microsoft Deployment Toolkit, Symantec Ghost, Acronis Snap Deploy

Administration: Microsoft Azure, Microsoft InTune, Windows Active Directory, Office365 Admin Portal, RSA Security Console

PROFESSIONAL EXPERIENCE

Confidential, Scottsdale, AZ

Desktop Support Specialist

Responsibilities:

  • Provide hands-on Level 2 Desktop Support, including break/fix of both Hardware and Software
  • Serve as New Hire Concierge, image and deploy laptops and other equipment, supply requested system access, and be a single point of contact for all new hires during their first weeks
  • Provide L1 triage for the Application Support team
  • Directly support customers and client users with access questions on the corporate customer portal website
  • Manage asset tracking of all IT equipment deployed or returned to stock

Confidential, Phoenix, AZ

PC Deployment Technician

Responsibilities:

  • Serve as a Deployment Technician for the hardware refresh and Windows 7 upgrade of the Confidential regional offices and their cement plants in Phoenix and surrounding cities
  • Unpack and set up new laptops and desktops, migrate user data to new PCs, install software, map printers, support end users with configuration, answer questions and resolve any issues
  • Provide regular updates on progress of project to the remote Project Manager, update inventory documentation

Confidential

Desktop Support Technician

Responsibilities:

  • Provide Level 2 Desktop Support, including Hardware and Software Break/Fix
  • Perform MACs (Move, Add, Change) on Lenovo and HP laptops and desktops
  • Re-image PCs prior to deployment to new users, install and configure additional applications
  • Support Lotus Notes 8.5 and 9, set up new user accounts, migrate existing user's data to new PCs
  • Set up A/V equipment for video and tele-conferences and assist users in displaying content via video projector

Confidential, Phoenix, AZ

PC Imaging Technician

Responsibilities:

  • Image new and used desktop and laptop computers and install additional applications per configuration request
  • Perform hardware break/fix on computers as needed.
  • Upgrade users from Windows XP to Windows 7 and Office 2010, including migration of user data, installation of compatible applications, and mapping of printers, Outlook mailboxes and networked drives
  • Assist users with any follow-up questions regarding Windows 7 UI and any upgraded applications
  • Troubleshoot any potential issues with legacy applications

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