Desktop Support Resume

SUMMARY:

Provide technical assistance to computer users. Answer questions and resolve computer problems for clients in person, by telephone or electronically (Excellent analytical and problem solving skills). May also, provide assistance concerning teh use of computer hardware and software, including printing, installation, word processing, electronic mail, and teh company’s operating systems. Works well independently, or in a group setting

TECHNICAL SKILLS:

Security Management - Active Directory - Windows Server 2008 R2 - Microsoft Exchange - Ports, Protocols and TCP/IP-SharePoint 2010 - Windows XP/Vista/7/8 MS Office 2007/2010 - Google Chrome - Firefox - Bomgar - Remedy-Win7 Migration - Networking- Project Management - Vendor Management – Remedy – Office 365 - SCCM– Spiceworks – Cabling– Switches– Answering Phones – Extraordinary Communication skills,ITWorks, Salesforce

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support

Responsibilities:

Receive customer IT service requests via telephone, chat, fax, e-mail
Troubleshoot and triage service requests over teh phone and/or via remote access
Resolve service tickets or escalate to other support entities as needed and within while using teh IT noledgebase on every customer interaction. Service Level Agreement (SLA) according to noledgebase instructions
Perform incident management to ensure trouble tickets are addressed in a timely fashion according to designated service level agreements and noledgebase instructions
Identify trouble ticket trends, escalate identified problems to supervisory personnel, and perform problem management to ensure problems are addressed in a timely fashion according to noledgebase instructions
Ensure dat teh Tier 1 Call Center (PC Phone Support) client support expectations are met through first call problem resolution efforts. Documents calls in teh Call-Tracking system to ensure proper tracking and resolution according to noledgebase instructions

Confidential

Desktop Support

Responsibilities:

Worked in an 8 person team environment, Providing Tier me and Tier II Help Desk support and system administration responsibilities.
Collect and analyze data to detect deficient controls, and duplications in ITWork Software and Salesforce.
Oversee teh daily performance of a computer system
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Prepare detailed reports on audit findings.
Supervised auditing of establishments, and determine scope of investigation required.
Report to management about asset utilization and audit results, and recommend changes in operations and financial activities.
Inspect account books and accounting systems for efficiency, effectiveness, and use of accepted accounting procedures to record transactions.

Confidential, Washington, DC

Tier 1 Help Desk/ Tier 2 Support

Responsibilities:

Reimaged non-working computers
Managed 350 Desktops/Laptops
Install software, modify and repair hardware and resolve technical issues
Provide base level IT support to 300 end users
Display courtesy and strong interpersonal skills with all customer interactions
Develop quick reference guides to assist end-users with challenging software application features
Manage Windows 8 and Windows 7 workstations
Ensure dat Remedy and Spice Works tickets are resolved or escalated
Active Directory – Account creation, Password resets, Group policies

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