deskside support engineer resume example with 4+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -

Results-focused IT professional that demonstrates success in developing and leading cross-functional technical teams to execute and deliver major technology initiatives. Demonstrates expertise in VDI, desktop, remote access, thin clients, and video conferencing. Highly-effective communication facilitator and contributor to key partnerships, projects, and collective team objectives across, telecom, network, hosting, security, governance, and vendor management to achieve positive impact on all business outcomes.

Professional Experience
11/2021 to Current
Deskside Support Engineer Cognizant Technology Solutions Marlton, NJ,
  • Performs applications packaging and deployment within targeting UEM applications such as MS Endpoint Configuration Manager, Intune, JAMF and Workspace ONE.
  • Oversee daily performance of computer use plus maintenance by using Image Management: endpoint (PC and Server) operating system build, customizations (task sequence) and deployment.
  • Handle maintenance tasks to promote improved network availability and update operating system version by upgrading provisioning plus deployment.
  • Uses Active Directory and Azure active directory plus device management.
  • Perform regular maintenance for the use of Powershell scripting and VMware; plus administer and maintain Remote Control Access.
  • Provides software support and general technical solutions for operational, database and security requirements in applications by using the ticketing system known as ServiceNow (SNOW).
  • Communicate with upper management regarding IT strategy, support and execution to establish continuous operations blueprint.
02/2021 to 10/2021
Applications End User Support Engineer (Remote) Dell/Boeing City, STATE,
  • Provided software application support under the supervision of the Senior Engineer.
  • Performed analyses on software application functionality and suggesting improvements.
  • Ensured effective front-end and back-end functionality of applications.
  • Consulted with the software development team, internal users, and clients to improve application performance.
  • Managed code migration across environments to ensure continued and synchronized functionality.
  • Established the root causes of application errors, and escalating serious concerns to the Senior Engineer.
  • Kept a record of configuration changes and scheduling application updates.
  • Documented processes and monitoring application performance metrics.
03/2019 to 02/2021
End User Support Specialist (Remote) McAfee City, STATE,
  • Maintained customer satisfaction over 95% via ServiceNow. A leader in high variability ticket resolution for 10 consecutive months.
  • Supported 500 end users by upgrading laptops/desktops, improving speed and performance.
  • Troubleshot network TCP/IP connectivity: access points, trust
    relationships, group policy issues, and certificates.
  • Provided application support regarding Office 365, Cisco AnyConnect VPN ( gateways),Cisco DUO Security, and McAfee products.
  • Conducted new hire orientation, recover/back-up end-user’s data,
    troubleshoot user profiles and access control issues including SailPoint SSO.
  • Assisted in technical support process refinement to improve customer service and support.
  • Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.
08/2017 to 03/2018
IT Active Directory Administrator T-Mobile City, STATE,
  • Implemented inventory control measures to replenish and maintain IT equipment, supplies, tools, and replacement parts.
  • Performed preventive maintenance and upgraded systems to improve network, system and data availability and integrity.
  • Handled user account transfers from one field site to another moving client data to Windows Server 2012 R2, to ensure user accessibility.
  • Maintained Microsoft Exchange e-mail accounts and public folder access through Microsoft Exchange System Manager.
  • Served as lead contact for Desk Side Support Technicians, to provide assistance when trouble-shooting desk side issues, including issues which could be server related.
  • Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
LinkedIn Profile
Area of Expertise
  • Proficient in Microsoft Office
  • Critical Thinking
  • Time Management
  • Flexible
  • C/C++
  • Python
  • Multisim
  • Visual Studio
  • Cisco Networking
  • Network Security
  • Basic Networking skills (TCP/IP, DNS,
    DHCP, Ping etc.)
  • Autosys
  • AWS
  • Unix/Linux RHEL
  • Problem Solving
  • Leadership
  • Analytical skills
  • Adaptability
  • Critical thinking
  • Technical troubleshooting
  • Hardware upgrades
  • Service desk support
  • Application installations
  • Hardware configuration
  • Windows XP/Vista
  • Hardware diagnostics
  • Team building
  • Debugging
  • Help desk assistance
  • Server installations
  • Issue diagnosis and resolution
  • Quality assurance controls
  • Reliable and trustworthy
Education and Training
Expected in 2021 to to
Bachelor of Science: Computer Engineering Technology/Technician
University of Arkansas Grantham - Lenexa, KS ,
Expected in 2016 to to
Information Technology:
Cisco Networking Academy - ,
  • CCNA Routing and Switching: Introduction to Networks
  • CCNA Routing and Switching Essentials
  • CCNA Routing and Switching: Scaling Networks
  • CCNA Routing and Switching: Connecting Networks
Expected in 2009 to to
Associate of Science: Electrical and Electronics Engineering
ECPI University - Virginia Beach, VA

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Resume Overview

School Attended

  • University of Arkansas Grantham
  • Cisco Networking Academy
  • ECPI University

Job Titles Held:

  • Deskside Support Engineer
  • Applications End User Support Engineer (Remote)
  • End User Support Specialist (Remote)
  • IT Active Directory Administrator


  • Bachelor of Science
  • Information Technology
  • Associate of Science

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