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Desktop Support Resume

Carrollton, TexaS


  • Highly professional, strongly committed individual with over 10 years of hands - on experience in providing superior technical knowledge to perform in multiple roles simultaneously while efficiently meeting company goals and objectives.
  • Excellent written and verbal communication skills and able to effectively troubleshoot and resolve issues effectively.
  • Certifications: A+, Network+, MCP, MCSA, CCNA, Confidential Certified System Expert, IBM, Confidential



Carrollton, Texas


  • Assisted with repairing/refreshing Confidential laptops and desktops.
  • Deployed and installed Windows 7, 8 and 10, re-imaged PCs.
  • Restored, backup and data transfer.
  • Administered deskside support if remote support couldn’t solve issue.
  • Equipment setup for new hires.
  • Level 2 support for repair/refresh using Remedy ticketing system.
  • Proficient in laptop and desktop repairs.
  • Work well with others.
  • Experience with hardware repair - disassembly and reassembly of laptops and desktops.
  • Excellent communication skill
  • Experience working in a corporate environment.
  • Possess excellent organizational skills.

Plano, Texas


  • Provided first, second and third level support for Confidential’s client Bimbo Bakery.
  • Remote Desktop tools used Dameware, Go-To-Assist,Confidential, etc.
  • Responded quickly to resolve issues reported through HP SM9 ticketing system.
  • Installed and configured applications as required by users.
  • Repaired, built, installed and configured servers, desktops, laptops, printers
  • and VoIP phones.
  • Migrated Users, PCs, Printers and Servers.
  • Added and removed PCs from Domain.
  • Built and repaired Users Profile.
  • Restored, backup and data transfer.
  • Deployed and installed Windows 7 and 8, re-imaged PCs.
  • Knowledge of DOS commands, VBScript and PowerShell scripting.
  • Maintained Blackberry, Apple and Android tablets and mobile devices.
  • Resolved email issues in Microsoft Outlook 2007, 2010, 2013.
  • Scanned and removed malware, adware, spyware and others viruses.
  • Provided system performance and tuning.
  • Install, Move, Add, Change in Active Directory.
  • Supported XP, Windows 7, Windows 8, Apple IOS, Microsoft Office Suite, Office 365, VMWare, Hyper-V, Bit-Locker.
  • Supported Citrix MetaFrame, XenApp, Linux, Server 2003 , 2008 and 2012 .
  • Maintained Virus updates for Symantec Endpoint Protection.
  • Phone, Email and Deskside support for end-users.

Addison, Texas


  • Provided first, second and third level support for Confidential’s client Confidential Authority.
  • Assisted staff members with problems relating to daily Dell server issues.
  • Supported field technicians and help desk personnel by resolving escalated issues.
  • Worked cooperatively with Server Manager, Network Manager, MIS department and other departments as needed.
  • Supported day to day operations of Active Directory, Server 2003, 2008, 2012, Exchange 2007, 2010, Linux, XP, 7, 8, Apple IOS, Office Suite, McAfee Endpoint Protection, SCCM, SCOM, VMware, Hyper-V, SQL, SAN, IIS 7.5, Network load balancing, Clustering.
  • Repaired, built and configured servers, desktops, laptops and printers.
  • Knowledge of DOS commands, VBScript and PowerShell scripting.
  • Monitored server health and maintained service pack levels, anti-virus, etc.
  • Coordinated with staff regarding planned outages and maintenance or system changes.
  • Assisted Supervisors, Server Manager, Network Manager and others to determine department’s software, hardware, and training needs.
  • Assisted in evaluating the impact of new software and client/server applications being tested.
  • Scanned and removed malware, adware, spyware and others viruses.
  • Helped maintain OS updates, software upgrades, installs and security patches .
  • Managed applications and deployment of Windows 7, 8, software.
  • Maintained enterprise, datacenter backup using EMC NetWorker software.
  • Provided technical assistance and support for all end users in the company for all levels of software/hardware issues via ticketing, telephone, remote or site visit to ensure minimal down time and greatest staff productivity.
  • HEAT Ticketing System
  • Performed other duties as assigned.

Plano, Texas


  • Level III repair technician for Confidential’s client Confidential Corporation.
  • Tested and troubleshoot complex analog and digital electronics systems to the component level.
  • Functional testing using Windows and Linux software.
  • Recorded repair actions and inventory transactions in Oracle database.
  • Generated repair cost quotation worksheets using Oracle to be transmitted to end customer.
  • Assessed in design configuration status of units under repair by referencing engineering documentation and maintenance manuals.
  • Positioned and aligned parts and components. Secured them in place or removed them using appropriate, various methods including soldering, crimping, fastening, gluing, etc.
  • Identified and navigated to appropriate electronic engineering and maintenance documentation to conduct repair actions.
  • Repaired, modified, and calibrated shop test equipment.
  • Worked with Engineers building prototype circuit and breadboards.
  • Planned, manufactured, and assembly of prototype tools.
  • Communicated with Shop Supervisor, Engineering and Quality departments to facilitate solving technical problems.
  • Assisted in the training of customers and Panasonic Avionics employees with respect to troubleshooting, repair and testing of Panasonic Avionics systems.
  • Fabricated test harnesses and small testers from approved drawings.


  • Provided IT field service support for Confidential’s clients Confidential and IBM.
  • Installed, Configured, Maintained and Troubleshoot PC hardware, servers, wireless
  • Systems, VoIP and software.
  • Assisted in maintaining and improving system / network environment.
  • Troubleshoot TCP / IP issues.
  • Processed and prioritized the Trouble Tickets.
  • Trained new staff as directed.
  • Performed on-site warranty repair for Confidential.
  • Repaired, built and configured servers, desktops, laptops and printers.
  • Installed and monitored antivirus software.
  • Provided support on network hardware.
  • Setup audio/visual equipment for conference/meetings .
  • Supported other key issues as the business dictated.
  • Great customer service skills.

Plano, Texas



  • Tested and repaired RF (CDMA, GSM ) electronic devices to comply with Ericssons established quality standards and specifications.
  • Prioritized work to meet team performance objectives.
  • Properly maintain tools and equipment.
  • Complied with ESD and safety directives.
  • Recorded work performed and parts exchanged on repaired units according to set procedures, through paper forms and computer data entry.
  • Utilized multimeters, oscilloscopes, RF signal generators, spectrum analyzers, power meters, and communication test sets.
  • Consistently communicate relevant information to the Supervisor, Lead and other shifts.
  • Learned Hardware Operations processes and procedures.
  • Performed Production Technician's responsibilities, as needed.
  • Chose the correct component and procedure to repair faulty units.
  • Recommended improvements to products and procedures.
  • Worked with other Test Technicians regarding testing processes and procedures.

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