Tier 2 Applications & Desktop Support Specialist Resume

PROFESSIONAL SUMMARY:

Self - motivated, people-oriented Service Desk Specialist with 7 years of experience supporting medium to large sized organizations.
Experience diagnosing, troubleshooting and resolving client issues with outstanding hardware maintenance, application support and training, installations and upgrades.
Articulate proactive and personable communicator with excellent skills in client and vendor relations.
Willing and able to learn new technologies and adapt to changing environments.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential

Tier 2 Applications & Desktop Support Specialist

Knowledge Base Manager-capturing, developing, sharing, and effectively using organizational knowledge
Manage incident resolution from start to finish, including triage with and status communication to end-users, as well as coordinating work with other internal teams when their assistance was required for implementing solutions
Provide 24x7 production support to approximately 5,000 global users
Technical support for mobile devices, laptops, desktops and printer related issues
Configure and troubleshoot devices. ( iPhone, iPad )
Analyze each support request for root cause, and outline change recommendations
RSA token management
Manage Citrix connections using the Citrix Management Console Server
VPN, Web VPN and Citrix assistance
Imaging, reimaging (Symantec Ghost 11.5)
Proficiently troubleshoot Outlook Client and Microsoft Word issues
Supported Windows XP to Windows 7 Deployment and Training
Supported Office 2003 suite to Office 2010 Deployment and Training
Active Directory: reset passwords, unlock accounts, distribution lists and user adds
Remote support via PC Anywhere and Carbon Copy
Desk Side Support and one-on-one training
Remain up-to-date on the latest technologies and solutions applicable to company products
Research issues on various computer systems and databases to resolve complaints and answer inquiries

Confidential

IT Support Engineer

Provide Software and Hardware Support plus Troubleshoot problems remotely and Assist customers with problems over the phone
Submit incident reports in a Help Desk ticketing System
Provide exceptional customer service
Installs, services and supports the enterprise desktop and other technical equipment/systems
Researches and documents hardware, operating systems and applications and corrects desktop deficiencies with senior level engineers
Assists users in logging on to accounts, including initial logon, password resets, and resolution of security-related connection problems
Work with vendors to support contacts to resolve technical problems with desktop computing equipment and software
Work with procurement staff to purchase hardware and software
Install laptops, peripherals and complete workstation with removal of the replaced equipment
Test printer utilizing programs commonly used by the client
Provided base level IT support to non-technical personnel within the business
Resolved customer complaints and concerns with strong verbal and negotiation skills
Consistently displayed courtesy and strong interpersonal skills with all customer interactions
Develop quick reference guides to assist end-users with challenging software application features

Confidential

Application Support Specialist

Assisted customers with the installation, configuration and ongoing usability of laptops and desktop computers, mobile devices, peripheral equipment and software.
Ensured desktop computers interconnect seamlessly with diverse systems including file servers, email servers, application servers and administrative systems
Trained customers in software and equipment use, including laptop/video equipment
Responsible for troubleshooting server issues prior to escalating to engineers
Participated in technical projects, as necessary
Walked customers through every step of the process and explaining clearly so the client understands what you are doing
Utilized enterprise desktop management tools for client server maintenance
Created documentation on start-up, shut down and first level troubleshooting
Troubleshoot connectivity issues and report findings back to appropriate staff
Recognize end-users need for additional products and services