Desktop Support Resume

OBJECTIVE:

Desire a challenging career as a Desktop Support/ Help Desk Analyst that will challenge me and provide new opportunities for growth.

SUMMARY:

Possess strong diagnostic skills
Offshore team collaboration.
Technical troubleshooting.
Customer service/ complaint handling.

HARDWARE/SOFTWARE:

Removed and installed hard drives.

Replaced memory and defective peripherals.

Problem diagnosis of hardware and software.

Corporate and personal computer experience.

Troubleshooting of RF devices, scanning equipment, IPTI Pick Stations.

Security setting adjustments for Chrome, IE and Firefox.

Use of MS Office and installation of add - ins

RDP, Remote Assistance, AD.

HP Service Center and Service Now.

WORK HISTORY:

Confidential

Desktop Support

Responsibilities:

Using remote support tools to troubleshoot and resolve issues with hardware and software.
Deskside support when applicable.
Imaging, deploying and recovery of desktops, laptops and peripherals.
Temporary IT Lead for Deforest Distribution Center
Management of the multilocation walkup help desk.

Environment: - Citrix, WMS, Oracle, Kronos, IE, Chrome, Service Now, Airwatch MDM, JAMF, Casper, RDP, RF Devices, IPTI hardware/software

Confidential

Desktop Support

Responsibilities:

Managing resources - projectors, loaner laptops, easels, external dvd drives.
Use of HP Service Center to create tickets for escalation of troubleshooting or immediate resolution.
Password resets for network accounts, CSS and CIS.
Troubleshooting of level 1 issues.
Working with other teams to resolve issues.
Crossteam collaboration.
Problem diagnosis of some level 2 issues.

Environment: - Oracle, Unix, HP Service Center, CIS, LanDesk

Confidential

Deployment Technician

Responsibilities:

Windows 7 laptop deployment
Following flowchart to achieve desired result of post configured system for user to immediately use.
Using checklist to ensure laptop is setup after using corporate image.
Installation of various kinds of software using detailed documentation.
Explaining to users some of the differences of Win7.

Environment: Norton Ghost, custom applications

Confidential

Desktop Support

Responsibilities:

Use of Unix to run batch jobs of reports.
Phone and remote control tools for troubleshooting and support.
Logging into tape backup system to replace tapes that are used to backup data.

Environment: Unix, RDP

Confidential

Support

Responsibilities:

Use of Remedy to create trouble ticket.
Parsing emails in service inbox for ticket information.
Training on internal billing and customer registration system.

Confidential

Desktop Phone Change Over Tech

Responsibilities:

Removal of end of life VOIP phone and replaced with new phones.
Very minor troubleshooting with headsets.

Confidential

Desktop Support (Internship)

Responsibilities:

Password resets for AD and SAP.
Toner replacement.
Exchange setup on mobile phones.
Install of hardware.
Use of remote support tools such as Lync screen sharing.
Remote Control and Remote Desktop to troubleshoot user issues.

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