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Desktop Support Engineer Resume

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Philadelphia, PA

SUMMARY

  • Comprehensive Skilled problem identifier and troubleshooter, able to pinpoint and resolve errors in early stages to avoid time / cost expenditures.
  • Demonstrated success providing excellent customer service using creative out - of-the-box thinking, while managing multiple projects and priorities.
AREAS OF EXPERTISE
  • Ability to ask in depth questions to end user & provide excellent customer service
  • Possess advanced knowledge in all desktop applications, process and technology improvement
  • Knowledge understanding and effective use of industry technology, database search & retrieval
  • Knowledge of and compliance with company practices and protocols
  • Excellent management of time and resources
  • Understanding of hardware & software architecture
  • Expert of troubleshooting hardware and software problems
  • Knowledge of networking configuration -Troubleshooting WLAN LAN networks
  • Knowledge of AWS Cloud services & Microsoft Azure Portal
  • Proficient in Active Directory Administration

TECHNICAL SKILLS

  • Windows 7
  • 10 Microsoft Office Suite
  • Adobe Suite
  • Microsoft Azure
  • Active directory
  • Active Roles server
  • SSO Administration
  • VDI administration
  • Dameware
  • Remote Desktop
  • Team viewer
  • Skype
  • Fuze
  • Zoom
  • Bitlocker encryption
  • Migration tools

PROFESSIONAL EXPERIENCE

Confidential, Philadelphia, PA

Desktop Support Engineer

Responsibilities:

  • Worked with service desk to complete level 1 & 2 service request
  • Configured Cisco Meraki Switches and Wireless access points
  • Configured Desktop and laptops via Ivanti Console for Windows 10 migration
  • Team Lead in office openings working with vendors onsite
  • Migrated user and company data via OneDrive
  • Encryption of all laptops via Bitlocker
  • Configured wireless display to audio visual equipment in conference rooms
  • Completed 150 LSD tickets working remotely (during pandemic)
  • Configured Fuze Desktop deployment to remote users
  • Active Directory administration during Windows 10 Migration
  • Authenticate access with Azure Active Directory

Confidential, Philadelphia, PA

Desktop Support III-END USER SUPPORT

Responsibilities:
  • Worked with Desktop Support team to complete all 3rd-level escalated issues
  • VDI’s, Network printers, copiers, iPad, iPhone and Droid devices.
  • Support over 1000 remote users nationwide via Cisco VPN, vmware, remote desktop, phone
  • Led Migration Project of 30 remote users from Gengo Acquisition
  • Served as point of contact for Spreadsheet updates during TEN Migration
  • Tracked all hardware ordered by Thomson Reuters for New hires. Worked with HR department to
  • Train new employees on TR procedures. Responsible for 75% of New hire builds
  • Granted admin rights ad share access to users via Active Directory
  • Configured Cisco Telepresence and AV equipment for presentations.
  • Configuration of Company email on portable devices
  • Performed desktop encryption for Company hardware to secure company data
  • Assign users additional network access by activating port via patch panel and Cisco switch
  • Held accountable for 25% of all PC Refresh Builds laptop, Desktops 250 annually. Data transfer and recover on Laptops and Desktops

Confidential, Wayne, PA

Desktop Support II-END USER SUPPORT

Responsibilities:

  • Worked Support team to complete all escalated issues.
  • Worked with Desktop and LAN support for over a 1000 users. Supported 75 HP printers, scanners, and plotters.
  • Responsible for backups and recovery of users personal data.
  • Responsible for the P.C. setup of new hires. Handled up to 30 cases a week.
  • Set up VPN accounts for new users
  • Used Active Directory to set permissions
  • Used Dameware pc software to support users remotely
  • Installed and configured desktop Mgr. for Blackberry use
  • Managed and configured Safeboot security software on all Laptop's

Confidential, Philadelphia, PA

System Engineer II-END USER Support

Responsibilities:

  • Performed Desktop and LAN support for over 500 users. Worked with project team to complete long term projects.
  • Configured new printers on the network domain.
  • Worked with LDS team to complete escalated issues from helpdesk
  • Transfer of files, software via internet and new pc's to the network Domain.
  • Updated database daily to show status of LDS tickets and current projects.
  • Installed and configured VPN on Dell, HP laptops.
  • Backed up users personal data so it can be migrated to the new machine .
  • Use of Active Directory to give admin rights unlock and manage user accounts

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