Desktop Technician Resume

SUMMARY:

9 years total Desktop Support and 4.5 years Tier 2 Desktop Support experience.

TECHNICAL SKILLS:

Leadership: Served as a team lead, trained, coached, and mentored less experienced technicians.

Professionalism: Supported C - suite executives at OhioHealth and demoed products to executives of billion dollar companies Confidential and Confidential as a lead for Confidential .

Self- M otivation: Used my spare time to develop tools and applications to address department needs and improve department productivity.

Dedication: Volunteered to work 90 hours one week during an “all hands on deck” upgrade from legacy healthcare applications to the new Epic electronic medical records system.

PROFESSIONAL EXPERIENCE:

Desktop Technician

Confidential

Responsibilities:

Provide Tier 2.5 Remote Support for a Windows 7 environment of 250,000+ devices and 5,000+ applications for end users globally including the United States, Europe, Australia, and Argentina.
Troubleshoot and resolve software application issues on physical computers using Microsoft SCCM and on Citrix and AppSphere Workspace virtual computers using Microsoft App-V.
Perform initial diagnostics on P1 issues effecting 750+ users or $500,000 potential revenue loss.
Assist end users with installing and troubleshooting Good\BlackBerry Mobile Suite and other internal company mobile apps on their personal Android and iOS devices.

Sr. Desktop Technician

Confidential

Responsibilities:

Provided tier 2 desktop hardware and application support for a Windows 7 healthcare environment of 10,000+ computers and 400+ applications.
Performed basic configurations of switch ports and VLANs on Cisco switches and routers.
Managed and assigned workstations to SCCM collections for automated deployment of software.
Adhered to ITIL based policies regarding incident, problem, request, and change management.
Developed macros, scripts, and applications to automate troubleshooting processes and generate real-time reports for implementation of a proactive incident resolution model.
Assisted project managers with project scoping of their computer equipment needs and verified the availability of switch ports in network closets for devices requiring network connectivity.

Help Desk Technician

Confidential

Responsibilities:

Provided tier 1 phone and remote support for a Windows 7 healthcare environment of 10,000+ computers and 400+ applications.
Supported a Windows 7 environment of 10,000+ computers and 400+ applications.
Assisted in remediation projects of devices not properly configured to adhere to company standards regarding group policy, encryption, antivirus, and performance.
Resolved and escalated up to 50 incidents per day using the ServiceNow ticketing system.

Help Desk Technician

Confidential

Responsibilities:

Provided tier 1 phone and remote support for 1500+ end users for the Dispatch Printing Company, WBNS, WTHR, and other affiliated companies in 24x7x365 support environment.
Maintained a knowledge base of information, troubleshooting steps, and contact persons.
Provided on-call support for evening and overnight helpdesk technicians and on-site support staff.
Assisted end users with installing and troubleshooting Good for Enterprise on their mobile devices.
Managed Active Directory, SecurID, Citrix, and Cisco Unity account permissions and credentials.

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