Senior Desktop Support Technician Resume Profile, NJ - Hire IT People

Objective

As an IT professional with a strong commitment to great customer service, I aspire to use my past experience and knowledge of hardware, software and networking to facilitate the fundamental resources that require a successful businesses to survive and succeed in today's economic climate.

Skills

10 years supporting Dell PC and laptop systems
Excellent written and verbal communication
Experienced supporting Microsoft Windows 2000, XP, Windows 7 x64 and Mac OS X 10.6.8 onward OS'
Proficient supporting BlackBerry Bold and Apple iOS PDA devices: iPhones and iPads
Support Microsoft Office 2007 and 2010 including Microsoft Lync Client
Strong interpersonal skills, able to work and assist with all types of individuals
Capable workingeffectively in a group orindividually with little supervision
Able to excelwhilemultitasking in a fast paced work environment

Work Experience

Confidential

Senior Desktop Support Technician

Sole technician for entire Institute in supporting an enterprise environment
Create, maintainand optimize computer images for Dell Latitude laptops: e4000, e6000 and e7000 series
Schedule and complete migration of data to new Dell systems moving from Windows XP to Windows 7 x64
Responsible for completion of migration of clients from Dell PC's to Dell docking station environment
Track and update incident requests using ServiceNow ticketing system
Provide support for Personal Identity Verification systems Homeland Security Presidential Directive HSPD-12
Assist supporting Cisco VPN technologies for offsite personnel
Provide conference support using integrated system using Polycom HD-8000 VTC system

Confidential

Computer Analyst

Team lead for group of three technicians.
Supervised and mentored junior team members to provide excellent customer service
Served as a point of contact for incident escalation
Provided desk side support for Windows XP, Windows 7 x64 and Apple OS X devices
Created and maintained standard operating procedure documentation for knowledge base on wiki site
Installed, configured and maintained functionality of network printers and Tandberg VTC systems

Confidential

Computer Technician

Resolved hardware, software, network, and PDA Blackberry client issues experience with Norton Ghost
Coordinated Help Desk activities by delegating tasks to help desk technicians through e-mail client and verbally
Supported maintained Dell desktops laptops
Demonstrated strong verbal skills while resolving client IT issues over the phone and remotely connecting to computer systems
Created and produced standardprocedure documents for configuration of desktop computers
Created standardized method for coordinating conference and meeting activities through e-mail client