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Desktop Support Engineer Resume

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Chicago, IL

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TECHNICAL EXPERTISE:

Operating systems: Windows 7, XP, Mac OS X, iOS, Android

Hardware: HP and Mac laptops, Canon Network printers (with Fiery servers), HP and Dell Printers, iPhones, Androids, iPads

Administrative Utilities: Active Directory, Cisco Call Manager and Unity, Altiris, Microsoft Management Console, Cherwell, Casper Suite, JSS, Remote Desktop, MobileIron, uniFLOW

Software: Office 365 using Office 2016/Office 2013, Cisco Jabber and WebEx, Office Communicator, SharePoint, Symantec and McAfee Antivirus, VPN, Internet Explorer and Chrome, Adobe Acrobat, Citrix, PXE Imaging, SnagIt, Streets and Trips

Connectivity: WAN and LAN connectivity using Ethernet, Wi - Fi and MiFi

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL

Desktop Support Engineer

Responsibilities:
  • Resolved technical issues for supported hardware and software including configuring, installing and troubleshooting end-user equipment, printers and applications
  • Documented all issues, troubleshooting and resolutions using Altiris Incident Management Software and Cherwell Software
  • Created, modified and shared troubleshooting and informational documentation
  • Setup, configured and managed employee accounts through Active Directory
  • Assisted with leased serialized asset tracking to ensure proper accountability and usage
  • Worked with HP and other vendors to process the repair of damaged equipment
  • Purchased any needed peripherals for supported equipment e.g., mice/keyboards, monitors, printers, docking stations, iPhones
  • Supervised temporary personnel when applicable

Confidential, Las Vegas, NV

Tier 1 and Tier II Support Analyst

Responsibilities:
  • Resolved all service requests related to supported applications, networks and hardware
  • Documented all issues, troubleshooting and resolutions using Remedy Action Request System software
  • Created and modified troubleshooting documentation in a shared database
  • Created help desk procedure documentation
  • Escalated issues when required to appropriate personnel or helpdesks.
  • Provided additional email technical support
  • Coordinated equipment return for exiting personnel

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