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Senior Desktop Support Technician Resume

Arlington, VirginiA

Technical Expertise

  • Seven year background in Information Technology with a focus on end user and system support.
  • Electrical Engineering Technology A.A.S Degree, ITT Technical Institute, Springfield VA,(Current Student)
  • Administration of Cisco IP Phones (7900 series) using Call Manager and Unity for voicemail.
  • Support Polycom VSX 7000, HDX 9000, CMA, PBX and Tanburg video conference systems.
  • Assistance with teleconference meetings, via WebEx, IP Communicator and Skype.
  • Familiar with Barracuda spam filters, firewall/network appliances, cisco routers, MPLS and ISP connections.
  • Configuration of desktops, laptops, smart phones, tablet computers and wireless devices.
  • Data analytics and manipulation with Transact SQL, Access and Excel.
  • Application development using Visual Studio 2010 and SQL Server 2000-2008.
  • System imaging; SMS, Altiris and LANDesk.
  • Installation/configuration of operating systems including: Windows 2000, XP, 7, MAC OS 10.4-10.6.
  • Train new hires on network/system usage and writing documentation.


  • A+ Essentials Certification (Exam: 220-701) CompTIA.
  • Network +. (In progress)
  • Microsoft Certified Professional (Exam: 70-210) Windows 2000 Professional Administration.
  • Microsoft Certified Professional (Exam: 70-229) MS SQL Server Database Administration.
  • ITIL HDI Desktop Support Technician (Certification).
  • Introduction to SQL Programming (Certificate).

Career Goals Utilize my acquired talents from end user support, systems administration and data analytics to progress in the Information Technology field.

Soft Skills Strengths

  • Integrity.
  • Giving, kind and considerate.
  • Ability to work independently.
  • Zeal for wisdom and personal development.
  • Desire to help and make a deposit in the lives of others.
  • Fulfillment in teaching and working as a team to attain a common goal.

Education, Training and Course Work Completed

  • University of Maryland University College UMUC, Bachelor of Social Science. (In progress)
  • Southeastern University, Liberal Studies, Washington D.C. (Completed sophomore year)
  • Network Administration Certificate Program, Stratford College.
  • Nextec Computer Training Center, MCSA Program.

Professional Experience

Senior Desktop Support Technician (Tier III) January 2009 - Present Confidential, Arlington, Virginia

  • Tier 3 technical support for 200+ users in executive headquarters.
  • Video /Voice conferencing with Polycom VSX/HDX and WebEx systems.
  • Telecom/IP Phone with Cisco Call Manager and configuring desk /conference phones.
  • Imaging/patching desktops and laptops with Altiris/LANDESK software.
  • System builds, software installs and troubleshooting various end user/ customer support.

Data Analyst/Network Administrator June 2008-January 2009 Confidential, Washington, DC

  • Data management/manipulation on production systems at a retail distributer.
  • Import/export customer and transfer data into Access, SQL Server 2000 and Blue Vista (Unix).
  • Format excel spreadsheets and flat files.
  • Configure SQL queries and run financial reports.
  • Prepare/ print invoices from tie line and delivery logs.
  • Create barcodes and update all in-house applications.
  • Tech support for five production centers in the DC metro area.
  • Create user accounts, email and setup laptops/desktops.

Senior Desktop Support Technician/Help Desk Analyst September 2007 - June 2008 Confidential, Silver Spring Maryland

  • Technical support for roughly 150 customers in-house and 4 satellite offices in an Windows 2000/ XP professional environment.
  • Dispatch coverage (rotating 2-4 hour shifts daily) on the helpdesk line including: processing emails and receiving phone calls for 1200 employees.
  • Application deployments on projects with software development.
  • Take on escalations from Jr. Level helpdesk technicians and forward engineering/DBA and development issues to responsible parties.
  • Blackberry handheld devices with over-air enterprise activation and instructions on usage.
  • Verizon PC/USB Air Card WWAN connections.
  • Laptops/desktops and printer setups for telecommuters.
  • Soft phone for routing/forwarding of Avaya extensions.
  • Create domain and exchange accounts for new hires.
  • Citrix published applications, ICA Web Client and Extranet.
  • Conduct interviews for tier 1 helpdesk positions.

Tier II Desktop Support Technician October 2004 September 2007 Confidential, Chantilly Virginia

  • Provide end-user support to the corporate headquarters and four call centers.
  • Mixed operating system environment including: Windows NT 4.0, 2000 and XP Professional.
  • Application support on MS Office Outlook, Excel, Word and Access 2000/2003.
  • Work with engineering on various projects including: server builds, patch panel/switch cabling,training setups, DR preparation and volunteering on system maintenance implementations.
  • Managing Data Center inventory, adding new systems to racks, updating KVMs and monitoring power management using APC utilities.
  • Removal of malicious software using AdwareSE, Windows Defender and Symantec Anti-virus.
  • Assist software development in production releases with test environments including smoke and actual implementation.
  • Key member in switch/patch panel re-cabling which was conducted during maintenance windows primarily over night.
  • Seven day on-call rotation.

Operations Team Lead January 2002 October 2004 Confidential, Chantilly Virginia

  • Supervised a team of 8 employees in a printing and mailing department.
  • Consistently monitored daily numbers to make sure production goals were met.
  • Organized scheduling to assure that fulfillment of customer notifications including: printing, inserting and quantity of out-going mail met deadlines.

Confidential March 1999 January 2002

  • Quality assurance of member account information.
  • Assisted purchasing with inventory.
  • Data entry duties using in-house applications excel spreadsheets and access databases.

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