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Desktop Engineer Resume Example

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DESKTOP ENGINEER
Summary

Knowledgeable Desktop Engineer with [Number] years of experience. Fantastic customer service skills and ability to explain and solve complex problems. Successful at troubleshooting [Software] issues and planning maintenance and update schedules. Hardworking and reliable [Job Title] with strong ability in [Task] and [Task]. Offering [Soft skill], [Soft skill] and [Soft skill]. Highly organized, proactive and punctual with team-oriented mentality. Helpful [Job Title] easily conveying technical information to diverse audiences. Skilled at both hardware and software troubleshooting in fast-paced environments.

Skills
  • CompTIA A+ Certified
  • Installations
  • Hardware inventories
  • Reimaging
  • Customer service
  • [Operating system] knowledgeable
  • Application installations
  • Troubleshooting and diagnostics
Experience
AllianceOne Inc. | Gig Harbor, WADesktop Engineer02/2015 - Current
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Troubleshot desktop and notebook issues with clients and [Company] employees.
  • Performed maintenance on [Number] desktop computers daily.
  • Answered user questions about computer and [Software] use.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Assisted customers with [Type] and [Type] technical issues via email, live chat and telephone.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Worked to resolve technical issues for global users using [Type] and [Type] remote diagnostic tools.
  • Supported [Type] customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Trained new employees on support processes, procedures and knowledge base.
  • Built and maintained successful relationships with service providers, vendors, dealers and consumers.
  • Provided thorough [Type] technical support and problem resolution for over [Number] customers daily.
  • Assisted online users via live chat, web conference and phone to resolve issues related to [Software] and [Software] use and access.
  • Responded to [Number] individual tickets every week to provide end-user support on [System] and [Software].
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Provided onsite IT and AV technical support for [Number] staff members.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Managed user profiles, security access and shared file structures.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Maintained calm, professional demeanor when faced with high demand, high volume workloads.
  • Diligently followed up with customers about existing orders, informing on status and responding to questions.
  • Verified operation of office equipment by completing preventive maintenance requirements and calling for repairs.
  • Managed building access by supplying key cards to employees and visitors.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Managed IT setup and service requests for hardware, [Software] and [Software] for local and remote users.
  • Maintained and controlled server room, wireless network, and server infrastructure; managed audiovisual equipment, including projectors, laptops, and video conferencing equipment.
  • Mentored other technical engineers and support professionals to provide professional development and skill enhancement.
US Oil and Refinery | Tacoma, WAComputer Help desk Technician01/2012 - 07/2017
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Supported [Type] customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
AllianceOne Inc. | Gig Harbor, WAService Desk Technician01/2008 - 10/2010
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Provided onsite IT and AV technical support for [Number] staff members.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Supported [Type] customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Managed IT setup and service requests for hardware, [Software] and [Software] for local and remote users.
Labor Ready | Tacoma, WAAdministration Assistant and IT Help Desk12/1997 - 05/2006
  • Tracked and submitted employee timesheets to accounting department for payroll processing.
  • Guided administrative and professional staff through computer and software problems.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Provided real-time support to everyday users of [Product or Service].
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Education and Training
Saint Martin's University | Lacey, WABachelor of Arts in Business Administration And MIS06/2000
Pierce College, Fort Steilacoom | Lakewood, WAAssociate of Arts in General Studies05/1997
Certifications
  • CompTIA A+ Technician
  • CompTIA Network+
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Resume Overview

Companies Worked For:

  • AllianceOne Inc.
  • US Oil and Refinery
  • Labor Ready

School Attended

  • Saint Martin's University
  • Pierce College, Fort Steilacoom

Job Titles Held:

  • Desktop Engineer
  • Computer Help desk Technician
  • Service Desk Technician
  • Administration Assistant and IT Help Desk

Degrees

  • Bachelor of Arts in Business Administration And MIS
    Associate of Arts in General Studies

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