Desktop Support Specialist,resume profile

TECHNICAL SUPPORT SPECIALIST

Solutions-focused professional with 4 years' experience providing rapid and client-
focused technical support to 3500 users. Adept at articulating complex technical concepts to users
of varying technical understanding. Well versed in a variety of common operating systems,
applications, and hardware with a proven ability to master new tools and technologies quickly.

AREAS OF EXPERTISE:

Troubleshooting Issue Resolution
End-user Training Support
Scheduled Ad Hoc Maintenance

TECHNICAL PROFICIENCIES:

Root Cause Analysis
System Implementation
Rapid Ticket Response Times
Detailed Documentation

Platforms:

Hardware:

Applications:

Windows XP/2003, 2007, 2010 Outlook,
Dell / Gateway / Compaq desktops and notebooks, iPad, iPhone, Printers,
Scanners / HP
Microsoft Office, Norton / McAfee Anti-virus, Trend Micro OfficeScan, Norton / Symantec Ghost, CA Sercvice Desk Mgr, Symantec Endpoint.

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Specialist

Provide technical support for 3500 users and ensure proper maintenance of workstations,

printers, and peripherals. Assisting users in identifying and resolving OS and various applications related problems. Deploy new workstations and printers, installing operating systems, applications, drivers, and configuring network properties and hardware. Coordinating with IT Asset Mgmt. Specialist to ensure accurate shipping, tracking, and receiving of hardware and software. Using Unicenter Service Desk and Cisco Desktop Agent ticketing system to track and resolve request. Installing Symantec Endpoint Protection, also using Symantec to image pc, working with Active Directory, performing other duties assigned by helpdesk Operations Manager. Working on projects such as departmental moves, bldg. moves, pc replacement, 2007 migration, and preparing surplus to be shipped out.

Key Achievements:

Outperformed peers by maintaining outstanding record of technical support service,

resolving 90 of all trouble tickets without escalation to senior support specialists.

Confidential

XP Migration Tech

Install, support, and troubleshoot windows 2000/XP user accounts and profiles. Used Symantect Ghost software for cloning and installing for end user work stations. Provided phone and in-person support to users in the areas of e-mail, directories, standard windows desktop applications, Importing and moving .pst files and mail archives. Diagnostic of Dell / HP desktops and laptops, maintain IT hw/sw inventory including tracking new, disposed of and transferred devices. Assisted 500 users in resolving diverse hardware and software issues. Ensured quick resolution of user concerns and escalated more complicated support issues to senior

helpdesk representatives and field service engineers.

Confidential

PC Technician

Performed deployments, maintenance and repair on PC hard ware and associated peripherals. Software installs, software removals and updates, software configurations. PC moves, re-images, and other duties as assigned.

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