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Service Desk Technician Resume

SUMMARY:

  • Ability to work individually or within a team.
  • Communication with both technical and non - technical people.
  • Skilled in installing, configuring, and troubleshooting both computer hardware and software.
  • Experienced in troubleshooting different types of devices (Desktops, Laptops, Tablets, and Mac), peripherals, printers, and mobile devices (Android, iOS, Blackberry)

TECHNICAL SKILLS:

Windows Operating Systems: Windows 7/8/8.1/10/Server 2012

Networking: Level 1 LAN/WLAN Support

Software: Microsoft Office /365Active DirectoryImaging

Various Antiviruses: Trend Micro, McAfee, Kaspersky, etc.

Hardware: Removed/installed/diagnosed hard drives, RAM, and related computer hardware s

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Technician

Responsibilities:

  • Troubleshoot computer related problems related to internal client computing platforms and network connectivity.
  • Performed software installation, upgrade, and support as require.
  • Utilized manual and automated processes/tools to monitor and maintain computing environments.
  • Managed trouble tickets as required.
  • Assisted in identifying, documenting, and implementing process and procedural changes necessary to make the help desk more efficient.

Confidential

Integration Center Technician

Responsibilities:

  • Installed and inspected computer hardware.
  • Imaged desktops, laptops, and tablets via network/USB.
  • Inspected and troubleshoot desktops, monitors, laptops, printers and smart devices
  • Built PC’s

Confidential

Desktop Support

Responsibilities:

  • Troubleshoot PC, networking, printer, and telephone related issues and applications remotely and/or in person.
  • Imaged PC’s and tablets and performed new PC setups via SCCM.
  • Documented all issues within a ticket system called Net Facilities.
  • Basic active directory utilization such as password resets and updating users accounts.
  • Provided assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Confidential

Help Desk Technician

Responsibilities:

  • Answered questions or resolve computer problems for clients via telephone or electronically.
  • Provided assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
  • Installed, assisted, and troubleshoot RSA and Citrix.
  • Basic active directory utilization such as password resets/updates and updating users accounts.
  • Assisted users in re-imaging PC’s and resetting their profiles.
  • Documented all calls/emails within a ticking system

Confidential

Help Desk Technician

Responsibilities:

  • Troubleshoot PC, networking, and printer related issues and applications such as Lync and MS Office thru the phone and/or remotely.
  • Removed infected programs thru the use of company’s anti-virus and guided users on how to use it.
  • Assisted in imaging computers via network.
  • Provisioned user’s accounts.
  • Installed, assist, and troubleshoot the use of RSA.
  • Utilized active directory such as adding group accounts to machines, disabling and enabling users and machines on a domain, and adding/removing shared drives.
  • Used a ticketing system called Remedy to resolve and/or escalate problems.

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