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Desktop Support Technician Tier 2 Resume

Washington D, C


  • Committed individual, aspiring to become a part of a challenging environment where me can expand my skillset and noledge.
  • Productive self - starter wif strong work ethic, looking further to achieve and company-wide success in Information Technology, Solution-focused, team-oriented, wif broad experience and hands-on skills in customer and technical expertise including installation, configuration, time management, remote troubleshooting, and support.


Fleet and Facilities Management: CEPO - Inventory Management - Supply Chain Analysis - Sales - Customer Service - Logistics - Distribution - Office Administration - Security - Desktop Support - Conference Management - Federal Government/Contracting Administration - Technical Advisor - Lead Liaison /Coordinator

Operating System: MAC/OS, Windows (10,8,7, Vista, XP, 2000, 98,95) Mobile Devices Apple IOS, Android, Blackberry, (ex Good, AirWatch, and BES)

Software: MS Office (software applications and extensions/add-ons) ServiceNow, Zendesk, WebEx, Skype for Business, MS Teams, Resource Central, Meeting Planner, GoToMeeting, RSA, Cisco AnyConnect, SecurID, SCCM, LANDesk Management, Zoom, SecureCRT 8.0, Ivanti Management


Desktop Support Technician Tier 2



  • Demonstrated and applied technical expertise for LAN/WAN/WLAN, software installation, configuration, support, VOIP/phone system, workspace installation, imaging, and troubleshooting.
  • Met Service Level Agreement time frame.
  • Monitored incoming customer tickets and coordinated wif the team to resolve in priority order.
  • Tracked and monitored Remedy service tickets.
  • Developed and executed Project Plans.
  • Executed excellent customer service, leadership, and attention to detail.
  • Responsible for providing meeting set-up assistance in multiple conference rooms to customers using industry-standard meeting scenarios, including conference room computer/laptop and projector, web conferencing (GoToMeeting, WebEx, MS Teams, Skype, Zoom, etc.), VTC based meetings.
  • Provided technical support and conducted routine maintenance on conference room equipment.
  • Supported and maintained network equipment, switches, access points, routers, user workstations, laptops, desktops, MS Windows, and Mac Operating Systems.
  • Managed the daily operation of existing desktop tools, Asset Management, System Monitoring, Patch Management, and the Helpdesk Ticketing Systems.
  • Served as Customer Service Support remote or on-site.
  • Resolved Customer UPS Schedule and Delivery Issues.
  • Handled new request and computer deployment.
  • Tested new operational hardware and software to communicate the impact of new technology.
  • Installed, supported, and CEPO hardware (e.g., desktops, laptops, monitors, mobile devices, printers.

Confidential, WASHINGTON, D.C.



  • Responsible for coordinating the technical needs of internal and online meetings of various sizes, by identifying appropriate tools, equipment, and vendors.
  • Worked closely wif internal meeting coordinators as needed to ensure that all technical aspects of meeting needs were met and provide hands-on training/support for webinar set-ups and PCORI’s conference scheduling software.
  • Responsible for meeting equipment set-ups/breakdowns (Work closely wif Administrative Services for room configurations), completing and tracking AV work requests through PCORI's ticketing system (Zendesk) and conference room.
  • Strong experience wif conference room audio-visual systems, desktop hardware and software, and general technical troubleshooting steps.
  • Exceptional computer technical proficiency - Microsoft Office 365 (Word/Outlook/PowerPoint), Adobe, etc.
  • Managed/monitored meetings in WebEx, Skype for Business, Zoom, and MS Teams.
  • Technologically savvy, displaying a willingness to seek out technology solutions to event and business challenges.
  • Worked well under pressure and was a quick learner in a fast-paced environment.
  • Excellent time management skills
  • Excellent organizational skills, and the ability to manage multiple projects simultaneously.
  • Excellent customer service, interpersonal skills wif interaction wif all levels of staff across PCORI.
  • Excellent communication skills (both written and verbal)
  • Ability to explain technical concepts in concise, easy-to-understand language for end-users
  • Facilitated quick resolutions or workarounds when necessary.
  • Supported AV rack systems, VTC, and integrated VoIP teleconferencing systems that also include the following: noledge of AV hardware, connecting laptops/room desktop PCs to room displays, setting up microphones, and using VTC codecs or webcams.
  • Utilized ticketing systems (e.g., Zendesk, ServiceNow).
  • Utilized conference scheduling system preferred (e.g., MeetingPlanner, EMS, Resource Central).
  • Assisted vendors to resolve issues or test for required deliverables.

Desktop Support

Confidential, Mclean, Va.


  • Adhered to the Service Delivery Schedule
  • Monitored Service and Incident Ticket Queues and routed tickets accordingly.
  • Performed PC, Mobile Hardware, and Software Installations.
  • Executed Tech Refresh Processes
  • Conducted Customer Onboarding Training
  • Managed Customer Schedule and Delivery Issues
  • Resolved Hardware and Software issues both remotely and on-site wif customers
  • Documents and completes Service and Incident Tickets appropriately
  • Reviews completed Service Tickets and Incident Tickets for completeness and accuracy
  • Develops and executes Project Plans
  • Managed Service Delivery
  • Tested new operational hardware and software to communicate the impact of new technology to customers.

Audio Visual Technician

Confidential, Bethesda, MD


  • Provided meeting set-up assistance in multiple conference rooms to customers using industry-standard meeting scenarios, including conference room computer/laptop and projector, web conferencing (GoToMeeting, WebEx, Skype, etc.), VTC based meetings.
  • Tested facility audiovisual and VTC equipment to ensure proper operation and configured equipment venues to accommodate special end-user needs.
  • Provide technical support and conduct routine maintenance on conference room equipment (me.e., testing projector, flat panel displays, computers, speakers, mics, and VTC equipment).
  • Ensured optimal configuration and performance of equipment to meet customer requirements
  • Serves as the first point of contact for troubleshooting hardware/software and all types of audio/visual systems, equipment, and applications using PC and Mac
  • Worked wif customers to determine specific AV needs and requirements for meetings and tests all scenarios before the start of the sessions.
  • Utilized Remdey halpdesk-based ticketing systems and processing.
  • Escalates report of malfunctioning equipment to appropriate support vendors and oversees repair request until completion
  • Troubleshooting experience wif standard AV technologies (me.e. Projectors, microphones, speakers, etc.)

Tech Refresh Mobility Support Apex

Confidential, Mclean, VA


  • Resolved customer schedule and delivery issues.
  • Followed desktop and mobile technology best practices and procedures to resolve customer requests.
  • Performed mobile hardware, software, and service plan installations.
  • Monitored service and incident ticket queues and routes tickets as accordingly.
  • Performed mobility tech refresh processes.
  • Conducted customer training.
  • Troubleshoot customer’s hardware, software, and service plan issues remotely and on-site.
  • Reviewed completed service and incident tickets for accuracy and completeness

Audio Visual VTC Technician

Confidential, Washington, DC


  • Presented and compiled electronic presentations using memory drives, email, and CD/DVDs.
  • Provided direct assistance to end-users in the operation of AV Crestron/AMD systems.
  • Performed routine preventative maintenance checks and services on AV/VTC systems, including presentation laptops and theatrical lighting.
  • Tested operation of AV/VTC equipment for proper operation.
  • Provided maintenance support on all AV systems, including but not limited to basic troubleshooting and system fault isolation, projector lamp changes, filter cleaning, etc.
  • Tracked all maintenance activity start to finish wif proper documentation.
  • Notified COTR of equipment that needed vendor service support.
  • Advised and served as liaison to COTR regarding the need for equipment upgrades and reported on industry trends when new equipment and services are to meet Confidential ’s changing needs.
  • Daily utilized strong computer skills, including Apple & PC-based applications such as Microsoft Office (Word, Excel, & PowerPoint), Microsoft Outlook, Skype for Business, Internet Explorer, Adobe Connect, WebEx, and other core programs for Confidential Headquarters.
  • Compiled, reviewed, and completed various reports and metric graphs.
  • Provided direct assistance to end-users in the operation of Crestron AV systems.
  • Completed daily inspections and preparation of conference rooms.
  • Performed daily inspection of all conference facilities.
  • Extended excellent customer service, leadership, and attention to detail.
  • Monitored all furniture and equipment problems and report all conference facility problems to the Confidential HQ Help Desk.
  • Maintained an inventory of supplies me.e., audio supplies and room supply to TEMPeffectively meet customer needs.
  • Provided support for the audio-visual requirements of the Confidential HQ.
  • Provided day to day meeting support and perform audio visual teleconferencing (AV/VTC) tasks, completed facilities Helpdesk tickets, respond to telephone requests for AV/VTC assistance, maintained active status board on system readiness, duplicating services, provided support for special events, and ensure all AV/VTC equipment is operational and set-up properly.
  • Set up and monitored video calls.
  • Provided SHOW Tech Support of planned events, both on site and off site wifin the Washington Metro Area.
  • Coordinated outside rental and staging services for special events as needed and approved by the Government.
  • Reviewed upcoming AV/VTC requests and advise the COTR of future schedules for conferencing activities.
  • Maintained an accurate inventory of all AV/VTC systems including spare parts.
  • Ensuring vendor compliance wif all customer safety and procedural guidelines.

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