Desk Top Support Technician Resume Profile

Technical Skills:

Various Incident/Request/Problem Management System: Remedy, Service Now, Service Wise, Infra, Heat, Track IT, HP Service Desk/Open view
OS Support for Microsoft, Apple, Google platforms for desktops, servers, and mobile
Remote Control Clients: SMS, PC Anywhere, Dameware, RDP, Log Me In, Go To Assist, Cisco WebEx, Citrix, and MS Link
WAN/LAN Networking, Wi-Fi, Wireless, Broadband, and DSL ISP Support
Cisco-Linksys, Netgear Router home use support
Remote Access VPN support
SaaS hosted software support
Internet Browser support
Hardware/Software troubleshooting and Break/Fix
LAN Administration for Windows Based Environments NT/Active Directory, and Novell
Piriform software suite trouble shooting, CCLEANER, Defraggler, Speccy and Recuva

Soft skills:

Problem analysis, discernment, and ability to solve problems efficiently
Adaptability and ability to work under pressure
Strong verbal and personal communication skills
Decision making, critical thinking, organizing, and planning

EXPERIENCE:

Confidential

Desk Top Support Technician

Windows 7 and Windows XP Operating System experience including break-fix, installation, troubleshooting, imaging, etc.
Used the SCCM Consol and client to image and to push software packages to users.
Highly skilled in maintaining, analyzing, troubleshooting, and repairing computers/ Laptops,
Maintaining hardware, software and peripherals and printers.
Windows 7 and Windows 2010 Migration solutions.
Service Now or comparable ticketing system with SLA Driven automation.
Experience with Asset management as it relates to tracking, reporting and storing of hardware.

Confidential

Desk Top support Technician

Highly skilled in maintaining, analyzing, troubleshooting, and repairing computers/ Laptops,
Maintaining hardware, software and peripherals and printers.
Windows 7 and Windows 2010 Migration solutions.
Used the SCCM Consol and client to image and to push software packages to users.
Windows 7 and Windows XP Operating System experience including break-fix, installation, troubleshooting, imaging, etc.
Service Now or comparable ticketing system with SLA Driven automation
Some experience with Asset management as it relates to tracking, receipt and shipping of equipment within SLA

Confidential

Team Leader

Provided supervisory support and training for team, conducted performance evaluations, monitored phone calls and ticket documentation for quality assurance, assisted in customer transition projects, and facilitated team needs.
Used metrics and individual coaching to improve productivity and efficiency of each team member's performance.
Worked with customers to set standards for quality and efficient support services
Aided in design, programming, and analysis of help desk metrics and other reports to the customer

Help Desk Analyst:

Research, resolve, and respond to questions received via telephone calls, emails, web and fax in a timely manner, in accordance with current standard operating procedures.
provide technically accurate solutions to customers.
Acquire and maintain current knowledge of relevant product offerings support policies in order to
Provide timely, detailed documentation in Tech Excel, Remedy, Infra, Service Now call tracking systems based on the accounts handled.
Assist in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction to each customer engaged.

Confidential

Help Desk Analyst

Supported 21 different companies including United Technologies, General Dynamics.
Gave Technical Support for a multitude of programs including Lotus 6.5, Windows Suites CAD, El CAD and other engineering software.
Used seven different ticketing systems and five different main frame programs to provide support for our customers.

Confidential

Computer Technician

Work station set up, Cat 5 wiring, Configuring work stations, Back bone upgrades, XP Migration, Wachovia Securities Migration from Prudential Securities

Confidential

Help Desk Technician

Broadband Analyst, Set up the sales force using high-speed access and routers to access
Company's intranet and VPN connectivity
Configured and troubleshot all connectivity issues and tracked all incoming calls for customer service.

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