Desktop Support Specialist Resume

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Specialist

Responsibilities:

Confidential

Desktop Support Specialist

Responsibilities:

Provide desktop support for all 5000 staff at the Boston office
Provided support for Windows XP/Windows 7
Beta tester for company Windows 10 initiative
Provide remote and onsite support using Bomgar and SCCM Remote Control
Use SCCM 2007 and 2016 to deploy software
Managed assets
Utilized Confidential SCCD for ticket tracking, asset management, and escalations
Supported VPN
Supported mobile devices. Both Android and IOS

Corporate IT Solutions

Managed Service Professional Engineer

Responsibilities:

Provide support for end user and infrastructure support for 92 Corporate IT clients
Prvoide high quality customer service in a high pace high stress environment.
Support Windows XP, Windows 7, Windows 8 & 8.1, MAC end user operating systems
Support Cloud Workspace (DaaS) desktop as a service, Windows Server 20xx, Citrix XenApp Server, VMWare (VCenter, VMware View), Exchange 20xx,
Troubleshot issues including but not limited to Active Directory, Mail Flow problems, Infrastructure down, Basic network issues (Infrastructure level)
Desktop Support
Mobile device support (IOS, Blackberry including (BES Server), Windows Phone, and Android.
Engage different levels of support to achieve resolution of all issues
Use ConnectWise to track and monitor calls
Use Kaseya to manage all systems including network monitoring
Engage in on call activities

Confidential

Site Lead Systems Administrator

Responsibilities:

Confidential

Windows 7 Migration Lead Technician

Responsibilities:

Worked with solutions provider to provide daily technical support and drive results for the migration project for end client
Migrated 1000 pc’s from Windows XP to Windows 7.
Point person for technical resolution and escalations
Managed 10 technicians and ensured delivery of no less than 50 machines completed daily
Deployed 7-10 machines daily
Resolved customer complaints
Provided general support when needed

Confidential

Windows 7 Migration Lead Technician

Responsibilities:

Developed daily and weekly goals for project with project manager and also conferred with IT manager to balance daily tasks
Had a team of 5 technicians
Met with every techs every morning for 10 minutes to go over daily projections and once a week for an hour for team meetings to go over progress and determine any changes which needed to be made.
Completed 3-5 machines daily while ensuring technicians met quota of 2-4 machines.
Escalation point for technicians whenever an issue arose in a deployment and daily tickets
Had to manage a personal daily queue of 5-8 tickets daily

Confidential

Windows 7 Deployment Coordinator

Responsibilities:

Conferred with project manager daily for project assignments
Provided daily updates on progress of deployment at site location
Provided high level technical resolution for issues which arose in other deployments with other technicians
Deployed 3-5 machines daily with low customer return and high satisfaction
Implemented new process when necessary to ensure standards are met and ubiquitous.
Coordinated with certain departments more closely depending on specific needs to balance customer and business needs.

Confidential

Data Center Analyst

Responsibilities:

Provide Field Service support as needed (please see description below for details)
Take Help Desk Calls as they come in
Account password resets and creation
Monitor data center activity to ensure system availability
Perform System checks and update operations report hourly
Critical Incident management