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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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