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Desktop Support Technician Resume Profile

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NC

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Work Experience

Desktop Support Technician

Piedmont Natural Gas PTC

I am responsible for installing, supporting and maintaining Piedmont's client computing environment for all mobile and network attached devices. I do configures, migrations, deploys and sets up all new PCs, responds to and resolves problems, addresses ad-hoc requests and assists with researching and testing new hardware and software products. I work closely with Piedmont's technology vendors and internal IS support departments. This service is provided 24 7 365.

Analyst, Tier 1 Help Desk / Desktop Support

Confidential

Responsible for receiving customer support requests via phone and email from TWC employees and contractors globally in a fast paced environment. Leveraged troubleshooting skills, documentation, and on the job training to document, resolve or escalate these support requests for the three hundred plus applications running in the TWC Data Centers. Use basic and advanced troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for the TWC employee and contractor customer base. Used ServiceDesk to document and route support case to the appropriate group s who can assist in resolving the issue. Expects a case load of approximately 60-80 cases per day

Desktop Support Analyst

Confidential

Responsible for the deployment and desktop support for the Wachovia Bank -Wells Fargo Bank computer systems conversions hardware and software . Responsible for the complete Migration of the Executive Laptops and Desktops from Windows XP to Windows 7 using the Microsoft Deployment Tool MDT Moving all data including all applications and fixing all problems Attending school to complete my Technical Support Certification

Help Desk and Desktop Support Technician

Confidential

Responsible for desktop/technical support for 300-500 users and 1,500-2,500 complete computer systems both desktops and laptops including monitors, printers, scanners, fax machines, copiers, routers, servers, switches etc. Provided computer hardware/software installation and maintenance, server maintenance, trouble ticket resolution and root cause Maintained all computer systems. Troubleshot, diagnosed and repaired all technical issues such as basic network connectivity, reset passwords, imaging, backup and restore initiatives. Installed and maintained all servers within the network. Used Active Directory to solve password / login issues only. Remotely connected to users using Dameware/PC Anywhere to solve Tier 1 problems. Used Ghost to image and/or reimage computer systems over the network or at the user's desk. Provided over the phone and onsite break/fix solutions on all devices and simple networking issues. Used Remedy Ticket Tracking System and the knowledge database to help track and solve trouble tickets in a timely manner with professional customer service. Utilized Microsoft Windows XP, Vista and Windows 7. Received 30-50 calls a day on average needing technical resolution of Tier 1 and some Tier 2 issues.

Computer Technician / Technical Support

Confidential

Installed, Tested, Built, Deployed Desktops, Laptops, Printers, Monitors, Phone Systems, Microsoft Applications and POS Equipment. Supplied Technical Support Phone Face-Face assistance for all equipment. Helped Supervise a 1,500 complete computer system deployment including 1,500 printers in 10 different locations. Increased production output from 5 desktop computer installs a day to 10-12 installs a day by eliminating waste. Tier 1 and Tier 2 phone support on 50 calls a day on average.

Helpdesk Technician

Confidential

Supplied Tier 1 Phone Face-Face Technical support on 45-65 calls on average a day pertaining to POS equipment, desktops, laptops, printers, monitors, Microsoft Applications and phone systems.

Helpdesk Technician / Test Technician

Confidential

Answered 60-80 Tier 1 calls a day in a call center environment. Troubleshooting all types of Computer Equipment in real time using a computer ticket tracking system and real time follow up for all internal Corporate Clients. Worked as a Test Tech troubleshooting Printed Circuit Boards using HP test equipment, volt meter, oscilloscope, soldering, microscope etc.

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