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JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Certifications: A+, ACMT, HDI Desktop Support Technician, Apple Certified Support Professional (ACSP), MCITP (Microsoft Certified IT Professional) KEY STRENGTHS & EXPERTISE Program Management | Demonstrate a strong ability to analyze and solve problems | Program Analysis/Resolution Ability to multi-task and set priorities | Excellent customer service skills | Performance Management | Experience supporting Director and higher-level end users | Strong oral, written and interpersonal communication. Supportive Desktop Engineer with 10 years of experienced. Dedicated to long-lasting maintenance and comprehensive user education. Successful at keeping software and hardware up to date and running smoothly.

Skills
  • CompTIA A+ Certified
  • Network security
  • Troubleshooting and diagnostics
  • Hardware diagnostics
  • Technical Troubleshooting
  • LAN/WAN
  • Service desk support
  • Customer support needs assessment
Experience
12/2018 to Current DESKTOP ENGINEER Applied Systems, Inc. | Boston, MA,
  • Provide technical assistance to employees for complex issues in a 24x7 environment, providing excellent customer service inclusive of timely communication and status updates.
  • Administer desktop management systems, including overseeing desktop imaging, providing automation through scripting and ensuring platform and application standards are followed.
  • Act as a subject matter expert for technical support issues, conducting in depth research, working with vendors and documenting findings/resolution techniques for future use as needed.
  • Act as primary support for Executive C – Suite management and off-site meeting/conference set up.
  • Investigate and propose new technologies and techniques for both hardware and software to improve customer efficiency, security and productivity.
  • Ensure all new and proposed software is tested with existing desktop image prior to deployment.
  • Ensure proper documentation and use of the IT ticketing system, as well as timely follow up to confirm problems were fixed properly.
  • Analyzing and developing innovative resolutions for complex problems involving high availability and/or performance at the system level.
  • Provide technical expertise on Microsoft 365 services: Microsoft Teams, Microsoft Azure Active Directory, Multi-factor Authentication, Single Sign on and Salesforce with passwords changes, adding and removing permissions, assisting with changes and having exposure to some automation.
  • Participate in and/or lead projects as assigned, such as evaluating current processes/standards, working on new acquisition integration deliverables and evaluating technical solutions to meet evolving business needs.
  • Perform and report on analysis to drive improvements within technical solutions (i.e.
  • Impact analysis on platform level changes, root cause analysis following service interruptions, etc.).
  • Partner with Information Security and Infrastructure teams to deliver continuity to the desktop environment.
  • Keep peers and manager informed of trends, significant problems, and unexpected delays.
  • Work in a 24X7 environment with the ability to work a flexible schedule that includes required participation in an on-call rotation for after-hours/weekends.
  • Mentor and train junior team members.
  • Experience implementing Microsoft Enterprise Mobility + Security / Intune, AAD Premium, AIP.
  • Currently working on achieving Microsoft Azure administrator and Developer Certification.
12/2014 to 12/2018 IT OPERATIONS ASSOCIATE ANALYST Computer Aid | Chambersburg, PA,
  • Respond to and diagnoses problems through discussion with users.
  • Ensure a timely process through which problems are controlled.
  • Includes problem recognition, research, isolation, resolution, and follow-up steps.
  • Provide Primary support for Windows environment alongside Providing support for MacOS and IOS devices.
  • Use JAMF Pro to administer the apple Device environment.
  • Identify, research, and resolve technical problems reported to the service desk from Agency/mission partners and customers.
  • Responds to telephone calls, email and personnel requests for technical support.
  • Document, track, and monitor problem resolution.
  • Manage multiple assignments with changing priorities, while meeting deadlines.
  • Audio and video conferencing: Cisco VOIP phones, WebEx, Cisco, and Polycom teleconferencing units.
  • Communicate status and reporting metrics to program management function and government personnel as required.
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Develop solid relationships and demonstrate the ability to inspire trust and maintain confidentiality to best understand and support executive-level needs.
  • Recommends systems modifications to reduce user problems.
  • Execute duties through rotational services of deskside visits, phone troubleshooting.
  • Provide support for mobile computing devices, networking, and print.
  • Provide basic support for the VoIP telephone system.
  • Assist with testing, establishing, and monitoring video and telephone conferences.
  • Provide troubleshooting and resolution of L2 and L3 escalated technical issue.
12/2009 to 12/2014 DESKTOP SUPPORT ANALYST Aktiebolaget Electrolux | Anderson, SC,
  • Respond to and diagnoses problems through discussion with users.
  • Ensure a timely process through which problems are controlled.
  • Includes problem recognition, research, isolation, resolution, and follow-up steps.
  • Supervise operation of help desk and serves as focal point for customer concerns.
  • Provide support to end users on a variety of issues.
  • Identify, research, and resolve technical problems reported to the service desk from Agency/mission partners and customers.
  • Responds to telephone calls, email and personnel requests for technical support.
  • Document, track, and monitor problem resolution.
  • Communicate status and reporting metrics to program management function and government personnel as required.
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.
12/2001 to 12/2009 DESKTOP ANALYST STAPLES | City, STATE,
  • Provides technical support in the use of personal computer hardware, software, and specialized complex computer environment or monitor the production scheduling, execution, and successful completion of production jobs.
  • Assist in providing computer/network support relating to software and hardware problems, as well as escalated issues reported by users.
  • Troubleshoots, diagnoses problems, implements corrective action procedures and/or escalates to other technical resources as appropriate.
  • Maintains, updates or creates systems, databases and web pages using front-end user enhanced web tools within prescribed guidelines.
  • Researches and recommends system equipment upgrades and manages equipment inventory.
  • Service Ticketing system/application data entry and queue management.
  • Monitor the remote monitoring and management system alerts and notifications, respond accordingly through service tickets.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Works with hardware vendors to resolve equipment failures/problems; May perform routine security checks on the system; Installs, repairs and removes wire and cable.
Education and Training
Expected in 2003 MASTER’S DEGREE | COMPUTER SCIENCE BARUCH COLLEGE, New York, NY GPA:
Expected in 1998 BACHELOR’S DEGREE | COMPUTER SCIENCE BARUCH COLLEGE, New York, NY GPA:

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School Attended

  • BARUCH COLLEGE
  • BARUCH COLLEGE

Job Titles Held:

  • DESKTOP ENGINEER
  • IT OPERATIONS ASSOCIATE ANALYST
  • DESKTOP SUPPORT ANALYST
  • DESKTOP ANALYST

Degrees

  • MASTER’S DEGREE
  • BACHELOR’S DEGREE

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