Desktop Support Technician Resume Samples

Description :

1. Providing technical support, diagnosing and troubleshooting hardware and software problems, including desktop, laptop.
2. Identifying and removing computer viruses and provided major repairs in accordance with outside vendors.
3. Expertly installing, configuring, monitoring and troubleshooting pcs and related hardware on all os platforms.
4. Resolving windows, internet explorer, virus/ spyware, and pc software related issues.
5. Break/fix of computers and servers(IBM, hp, dell) performed data recovery from lost partition, lost partition recovery, password recovery, imaging of hard drive, different raid configuration of the hard drive.
6. Monitoring and troubleshooting LAN installed and configured routers and switches.
7. Performing pc performance optimization, installation of os, software, and specified patches and updates.
8. Updating knowledge and skills to keep up with rapid advancements in computer technology.
9. Writing detailed functional specifications for the computers under the repair process.
10. Performing software repairs, installation of an operating system, drivers install/ upgrade.

Experience

10+ Years

Level

Management

Education

Associate

Description :

1. Reviewing systems tickets daily and reprioritizes the ticket resolution to ensure compliance with service level agreements.
2. Evaluating and prioritizing incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems.
3. Collecting information about incidents and problem to evaluate root causes.
4. Reports information and make recommendations to the service desk director, pm's, and customers.
5. Answering, evaluating, and prioritizing incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
6. Interviewing users to collect information about the problem and lead the user through diagnostic procedures to determine the source of error.
7. Troubleshooting to determine problems for operating systems, applications and remote access, email, and telephone and wireless issues.
8. Responsible for network and email account provisioning and management, as well as, wireless mobility problems, issues or request.
9. Customer support and configuration management - plans and oversees hardware and software installations on customer workstations.
10. Resolving problems, such as defective hardware components or corrupted software.

Experience

2-5 Years

Level

Junior

Education

BS

Description :

1. Assisted with the distribution, delivery, and upgrading to windows 8. 1 of computer hardware to various users and facilities within the corporate campus.
2. Assisted with upgrading, repair, and migration of desktop equipment and associated peripheral devices.
3. Installation and de-installation of software and associated peripheral device drivers.
4. Post-move verification and reinstallation activities of all identified equipment and support of user's issues as needed.
5. Provided a high level of technical support and customer service, to the end-user, in person or over the phone.
6. Accurately enter data into a variety of computer systems (infra and active directory) for the purpose of tracking computer equipment and/or software.
7. Provided timely resolutions to support requests to ensure personal goals are met.

Experience

0-2 Years

Level

Entry Level

Education

Associate

Description :

1. Providing technical support to end-users in a production-driven environment with minimal supervision.
2. Single point of contact and first-level support provider for all IT related issues during the shift.
3. Managing the company helpdesk, log all calls in the trouble tracking database and assign tickets to appropriate workgroups.
4. Installing, configuring, maintaining, and repairing pc hardware and software, production and end-user printers, barcode scanners, handheld computer terminals, and dimensioning devices.
5. Maintaining user accounts in active directory, as/400, and knighted warehouse management system.
6. Troubleshooting network issues (cisco-based LAN/wan, VPN, and wireless networks).
7. Escalating calls with appropriate internal & external workgroups to maintain a high degree of network availability.
8. Provision IP telephone and voicemail services via the cisco call manager and unity systems.
9. As a senior member of the technical staff, provide training to new technicians.
10. Directing the migration of our trouble ticketing software through three major revisions.

Experience

10+ Years

Level

Senior

Education

BS

Description :

1. Coordinating and implement network security measures in order to protect data, software, and hardware.
2. Operating master consoles to monitor the performance of computer systems and networks, coordinate computer network access and use.
3. Performing routine network startup and shutdown procedures and maintain control records.
4. Designing, configuring and testing computer hardware, networking software, and operating system software.
5. Implementing recommended changes to improve systems and network configuration as well as determine hardware or software requirements related to such changes.
6. Analyzing equipment performance records to determine the need for repair or replacement.
7. Creating security badges for employees in January 2016, Inova labs was acquired by ResMed corp.
8. Managing shared resources of printers and drives to ensure high availability.
9. Monitoring and maintain computer systems at local schools in two counties.

Experience

2-5 Years

Level

Junior

Education

Certification

Description :

1. Provides 1st and 2nd level 24x7 on-call support to hardware, software, and technical support via over the phone or remote assistance.
2. Install, configure, and support approved software and Microsoft applications.
3. Experience of working with active directory, creating new users and groups, deleting, and disabling of users accounts, password resets, granting and or modifying user and file and share level permissions.
4. Experience of working with exchange server creating new user email accounts, and disabling user mail accounts.
5. Responsible for maintaining, and rebuilding desktop computers, reimaging of desktops and laptops as needed and redeploy to the customer.
6. Install, maintain, troubleshoot and support network-related devices, mobile devices, and tablets.
7. Provide phone support and diagnostics to remote users using remote software.
8. Monitor tickets in multiple queues to facilitate the processing of all customer support requests examines personal queues to prioritize and complete work to meet or exceed response and resolution targets.
9. Follows defined policies and procedures to manage workflow, including escalation of tickets, utilizes all available resources and tools to promptly and accurately identify resolutions.

Experience

10+ Years

Level

Senior

Education

Associate

Description :

1. Under minimal supervision, provide technical software, hardware and network problem resolution to all end-user computer and peripheral equipment on the domain.
2. Providing technical support by performing installation, repair, and preventative maintenance of personal computer and related software/hardware.
3. Troubleshooting software and hardware failures and identifies network problems when related to personal desktop computers.
4. Interacting with another tier 1, 2 and/or 3 departments to restore service and/or identify core problems.
5. Clearly communicate technical solutions in a user-friendly, professional manner to end-user.
6. Participating in new application and hardware rollouts, testing and special projects as needed.
7. Developing and implementing relevant business processes complying with all relevant sops and metrics.
8. Developing required specifications for simple to moderately complex problems.
9. Coordinating with the program manager and government user representatives to ensure accurate solutions and user satisfaction on technical matters.

Experience

2-5 Years

Level

Junior

Education

Associate

Description :

1. Providing exceptional day-to-day support of a desktop environment for 1000 users, and 2000 desktops.
2. Supporting second and third-tier level support for the environment (software, hardware, networks).
3. Providing functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, wan, LAN, and remote systems and mobile devices.
4. Assisting in the installation and updating of software, as well as the setup and troubleshooting of all equipment.
5. Tracking and de-escalating technology and both computer and telephone equipment systems.
6. Expertly install configure, monitor and troubleshoot pc s and related hardware on all os platforms.
7. Oversee the investigation and resolution of hardware and software issues both remotely and onsite.
8. Prioritizing issues and escalate accordingly collaborate with its partners and management as appropriate to drive resolution.
9. Serving as a tech lead and subject matter expert for technology and infrastructure initiatives.
10. Performing maintenance on workstation PC's in the conference room by deleting user-profiles and updating software.

Experience

10+ Years

Level

Senior

Education

BS

Description :

1. Identifying, isolates, and repair hardware issues with user laptops, desktops, monitors, printers, scanners, and other typical office peripherals.
2. Installing, organizing, test, maintain, check and troubleshoot end-user workstations and interrelated hardware and software.
3. Performing computer installation and operating system configuration in designated networks remotely or at the user's workstation.
4. Collecting systematizes and keeps up a problems and solutions log for use by further technical support analysts.
5. Performing diagnostics and troubleshooting of system issues, documents help desk tickets/resolutions and maintains equipment inventory lists.
6. Providing video and audio conferencing support for multiple locations across the globe.
7. Tracking work orders, software/hardware requests, and IT assets within the remedy action request system.
8. Providing blackberry enterprise server support for 60+ VIP users over two network classifications.
9. Providing support for executives dealing with outlook and blackberry mobile devices.

Experience

0-2 Years

Level

Entry Level

Education

GS

Description :

1. Serving as the lead for IT operations, managing a team of 4 full-time staffers and 8 part-time systems analyst.
2. Supporting the executive director in maintaining IT operations budget and strategic planning for annual it budget of $2 million.
3. Providing IT support to end-users relating to hardware and software, computer applications and peripherals.
4. Implementing change control and operational procedures on IT-related documents.
5. Analyzing, identify and resolve difficult desktop problems for end-users.
6. Install, organize, test, maintain, check and troubleshoot end-user workstations and related hardware and software.
7. Setup, deployed and maintained of end-user machines and related images.
8. Providing local and network printer support, maintain an inventory of hardware/software.
9. Configuring mobile scanning devices with app center utility, which dramatically cut support time, and user tampering of devices.

Experience

7-10 Years

Level

Executive

Education

BS

Description :

1. Served as Project Lead during the Windows 7 Upgrade.
2. Traveled to Dr Offices to perform upgrades or to troubleshoot issues.
3. Used SCCM to push software to computers.
4. Provided first level support to office of 30 workers Log tickets, investigate and research issues, communicate status update to end-user and IT.
5. Migrated operating systems from Windows XP to Windows 7.
6. Managed local user rights.
7. Joined new computers to existing domains Successfully migrated user.

Experience

0-2 Years

Level

Junior

Education

CIS

Description :

1. Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
2. Responsible for diagnosing, testing and repairing Apple Computer Systems and Mobile Devices following Apple Computer Repair Procedures.
3. Setup and configure iPhone and iPads on our Good/Airwatch Server.
4. Setup and configure Blackberry's on the blackberry server.
5. Configured and installed network printers on a print server.
6. Identified, isolated and repaired computer software/hardware.
7. Troubleshot network connectivity, network printing and user account issues.

Experience

10+ Years

Level

Senior

Education

Finance

Description :

1. Responsible for 600 end user and Executive supports for corporate office, Tier II support help desk tickets.
2. Setup, configure and install the workstations for users.
3. Install and configure CICS Arrow Mainframe application.
4. Image workstation using bootable media.
5. Install local software as requested by end users.
6. Perform the hardware inventory and update them in ISM tracking system.
7. Provide remote support for users working from home.

Experience

5-7 Years

Level

Executive

Education

Novell Network Management

Description :

1. Successfully completed data migration quality assurance and documentation, escalating issues to senior management.
2. Imaged all PC's deploying and setting up users, Asset management.
3. Packed up and moved equipment to new location.
4. Supported Desk side for user issues.
5. Performed typical on-site computer.
6. Provided Level 2 phone support when necessary.
7. Provided remote administrated desktop and software support using Remote Desktop on DOD workstations.

Experience

7-10 Years

Level

Management

Education

Associate Of Applied Science

Description :

1. Responsible for asset management and keeping accurate inventory of all devices assigned to our location.
2. Provided basic support for print devices.
3. Fulfilled duties of deskside support technician as well as network administrator.
4. Executed the replacement of faculty and staff computers through computer setup, data transfer, and installation of both Mac and HP all-in-ones.
5. Maintained a working inventory of spare PCs, monitors and peripheral devices, Evaluate, install, operate.
6. Able to quickly learn and start supporting the city employees and the library staff and patrons.
7. Troubleshot printing errors, no printing, and jams as well as installing new printers and reconnecting users to local and network printers.

Experience

0-2 Years

Level

Entry Level

Education

Associates Of Science

Description :

1. Desktop support of Dell Laptops and Desktops in an Enterprise Networking Environment utilizing Windows 7 64 Bit operating system.
2. Installed additional software as requested such as Project and Visio.
3. Handled other service desk tickets as dispatched to me via ServiceNow.
4. Serviced tickets consist of PC or Laptop has no power or not working on the network, docking station issues.
5. Utilized Active Directory to unlock accounts, disable or enable user accounts, and reset passwords.
6. Re-Imaged Laptops and Desktops using SCCM via PXE Boot.
7. Loaded additional software if needed and encrypt laptops via McAfee Drive Encryption.

Experience

7-10 Years

Level

Management

Education

Computer Information Systems

Description :

1. Responded to client support requests.
2. Contacted clients to find out the nature of the problem.
3. Traveled to the clients location or connecting via a remote link.
4. Troubleshoot hardware and software issues.
5. Installed and maintaining hardware and computer peripherals.
6. Installed and upgrading operating systems and computer software.
7. Troubleshoot networking and connection issues.
8. Advised on software or hardware upgrades.

Experience

5-7 Years

Level

Executive

Education

Diploma