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.