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Desktop Support Engineer Resume

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Arlington, VA

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TECHNICAL SKILLS:

Support: Experience in customer service; resolving hardware and software issues; ticketing systems including Remedy and ServiceNow; providing customer service over the phone, through email, and in person; documenting standard operating procedures (SOPs) for future references

Networking: Imaging computers; setting up safe and efficient workstations; responding to and resolving network issues; upgrading client workstations

Software: Creating documents, memos, and instructional manuals in Microsoft Office 365; creating tables, charts, forms, queries, and reports in Microsoft Office 365; installing, configuring, and upgrading operating systems; installing drivers

Hardware: Hands - on experience with desktops, laptops, Cisco IP phones, and printers; Installing hardware such as motherboards, RAMs, laptop keyboards, laptop monitors, and I/O devices

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Desktop Support Engineer

Responsibilities:

  • Assisted users with their hardware and software issues daily
  • Used Active Directory to manage user accounts when necessary
  • Managed scheduled server backups
  • Upgraded the office from Windows 7 to Windows 10 in 2-3 months
  • Kept IT hardware inventory weekly

Confidential, Arlington, VA

IT Consultant

Responsibilities:

  • Assisted users with their hardware and software issues weekly with a friendly demeanor and positive attitude
  • Resolved between 35 and 10 0 tickets weekly related to hardware and software issues in order to maintain users’ productivity
  • Documented processes for the Tier 2 team to follow when doing software installations, deployments, and troubleshooting
  • Imaged and c onfigured 20 to 50 machines weekly so new and current users would have the most up to date hardware and software
  • Built test machines for departments that needed specific software or access, so the migration process would run smoothly and a checklist could be followed
  • Used Active Directory to manage user accounts to ensure accounts were in the proper Organizational Units (OU) to allow the correct group policies to be applied to the appropriate users
  • Worked with the Telecom team on projects to resolve telecom issues and upgrade Cisco IP phones such as a project to upgrade an office of 700 users to newer phones with color screens
  • Managed a SharePoint site for Interns and coordinated projects for the Interns to complete

Confidential, Arlington, VA

IT Support Helpdesk

Responsibilities:

  • Assisted Confidential users and bankers over the phone with a positive attitude and a clear speaking voice Created Incident and CRQ tickets in Remedy more than 100 times a week documenting support services rendered to customers related to the FDICConnect site
  • Administrated an Confidential site for bankers across the country to transfer documents to the Confidential securely
  • Assigned bankers two-factor authentication security tokens 20 times daily with SafeNet to allow more secure access to the FDICConnect site
  • Completed password resets and account unlocks 20 times a day to allow clients to complete assignments
  • Obtained Public Trust Clearance

Confidential, Washington, DC

IT Support Engineer

Responsibilities:

  • Upgraded all workstations from Windows XP to Windows 7 as a part of a migration project
  • Prepared 2 to 5 workstations a day for new users to begin work
  • Assisted users with software and hardware issues 15 to 20 times a day to increase organizational efficiency

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