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
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Experience
Applied Systems, Inc. | San Francisco , CADesktop 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.
Dixon Valve | Stevensville , MDComputer 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.
Saic (Science Applications Int.) | Charleston , SCService 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 | City , STATEAdministration 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 | City, StateBachelor of Arts in Business Administration And MIS06/2000
Pierce College, Fort Steilacoom | CityAssociate of Arts in General Studies05/1997
Certifications
- CompTIA A+ Technician
- CompTIA Network+
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- Measurable results
- Strong summary
Resume Overview
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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