IT Desktop Support III Resume

SUMMARY:

A highly analytical, creative, and detail focused Desktop Support Professional with 10 years’ experience providing technical support to end - users from diverse technical proficiencies.
Experience with Microsoft Deployment Toolkit (MDT) or other PC imaging technologies running Windows 7/8/10 Enterprise.
Active Directory, Basic experience with scripting languages such as PowerShell.
Experience with desktop and laptop computers with RAM, hard drives, network interface cards, and Microsoft Operating Suites components in a TCP/IP networked environment.
Performs expert troubleshooting including problem identification, escalation, and resolution.
Ensures seamless operations by eliminating downtime. Communicates status of operations effectively for immediate response to service disruptions.

TECHNICAL PROFICIENCIES:

PROFESSIONAL EXPERIENCE:

Confidential

IT Desktop Support

Contributing member of the IT group tasked with diagnosing and resolving technical issues remotely which may involve hardware, packaged software, peripherals equipment and proprietary software.
Document and track call inquiries in tracking system, monitor issue resolution, and provide all necessary reports. Follow up to ensure issues are resolved and cases are closed properly.
Developed a reputation throughout for delivering top quality service; often specifically requested to help solve technical issues.
Utilize Remedy Ticketing system for incident management.
Operate effectively in client/server, hosted application, and wired/wireless-enabled environment to troubleshoot and roll out cost-effective corrective actions.

Confidential, Norfolk Southern

Supported an Ethernet based TCP/IP Network environment,

Provide responsive quality customer service and Level III support to staff of the Confidential ( Confidential ) across multiple locations throughout the country. Secured a NACI government clearance.
Researched and responded to 20-30 calls per day covering all areas of function in the Confidential, perform immediate analysis of customer problems and direct the implementation of corrective action to restore function and avoid reoccurrence for Wellfield Hospital.
Supported Internal users throughout located throughout the country and internationally in Windows and Mac Environments using ServiceNow to manage tickets.

Confidential

Uptimize Dispatcher

Confidential

Help Desk Specialist

Delivered critical desktop software, hardware, and local network support for end-users to ensure maximum uptime and optimal access to applications and data.
Installs, configures, and upgrades new computer hardware and software. Applies diagnostic techniques to identify problems, investigate issues, and recommend proactive solutions.
Troubleshot, re-configured and tested customer PC’s; analyzed functionality of peripheral devices.

Confidential

TECHNICAL Analyst

Served as the key person and point of contact for the local exchange services.
Created and prioritized issues; researched, coordinated and uncovered resolutions.
Contributed to the development of new and modified procedures to boost efficiency, provide better service to customers and new approaches to problem resolution.