desktop support resume example with 9 years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Profile
Highly skilled computer scientist offering vast knowledge of computer maintenance, troubleshooting, setup and network administration. Seeking a position where my computer skills can be used with a desire to give great customer service and support and continue to learn as much as I can.
  • Strong Communication Skills
  • Cloud Computing
  • Organization Agility
  • Customer Service-oriented
  • Mobility Support
  • Troubleshooting Proficiency
04/2016 to Current Desktop Support Sentinel Technologies Inc | Naperville, IL,
  • Performed second-level support for all workstation and server class systems.
  • Documented and tracked the details of the problem, both status and resolution, within the ticketing system.
  • Fixed IOS and Android software related issue on IPad, Blackberry, Iphone and Windows operating system.
  • Strong Experience in installing configuring support, maintaining, and troubleshooting desktop hardware, its peripheral devices, and mobility devices (Android and iOS).
  • Followed through and communicated with the user while working the problem and ensures successful and timely completion of the problem.
  • Provided phone and in-person support to end users on a variety of Information Technology related issues.
  • Administered user accounts for several different computer systems using Active Directory.
  • Experience with Radmin/VNC/Dameware or other remote connectivity software a plus.
  • Assisted user in managing Office 365 suite.
  • Experienced in providing support for customers with a structured approach.
  • Experienced in analyzing, troubleshooting and providing solutions for technical issues.
  • Experienced with Active Directory, SharePoint and Group Policy.
  • Experienced with VPN, SSH and Network Monitoring.
  • Software and application push with SSCM.
  • Installed and configured various operating systems across a wide range of hardware.
  • Installed and performed repairs to hardware, software and peripheral equipment, following design and installation specifications.
  • Proactively identified and resolved desktop computing technical problems.
  • Performed hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Recorded, tracked, and documented help desk tickets, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Accurately documented instances of desktop equipment or component failure, repair, installation, and removal.
  • Accessed software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. 
  • Ownership and resolution of all assigned issues in a timely manner.
  • Customer service experience working with a wide range of technical levels.
  • Fulfilled user account login add and change requests following established security policies and procedures.
09/2013 to 04/2016 Desktop Support Technician Amtrust Financial Services, Inc. | Boston, MA,
  • Assisted client with the installation, configuration, and ongoing usability of desktop.
  • Performed software installations and upgrades.
  • Re-imaged computers as required and setting up required configuration through BIOS.
  • Experienced in backup and Data recovery.
  • Installed Cisco AnyConnect VPN and assisted user to connect to the VPN with user credentials respectively.
  • Setup Outlook 2016 by creating email profile for client and using their credential to login activate outlook.
  • Assisted user to setup skype for business.
  • Configured security custom level in Internet Explorer.
  • Created a user in Active directory and adding users to different groups respectively giving them different level of authorizations.
  • Experienced in syncing users to McAfee endpoint Encryption.
  • Added users to local admin to give them authorizations to install applications.
  • Edited site list and added a new site list in JAVA (32-bit) by navigating to control panel.
  • Configured work stations for users to have their files and data saved on the server directly to avoid leaking of data.
  • Added user to admin console in MMC.
  • Deployed users to McAfee End point Encryption.
  • Experienced using Active Directory.
  • Experienced using Windows server 2012.
  • Verified user's are added to right organization groups in Active Directory.
04/2012 to 09/2013 IT System Analyst Century Communities | , WA,
  • Configured workstation to connect with the local server.
  • Edited the network connection host file.
  • Configured Internet settings.
  • Validated version of Java.
  • Identified the features, advantages and disadvantages of various software applications.
  • Implement best practice in application system development and network security.
  • Tested Ethernet cable integrity.
  • Reviewed network operating system performance.
  • Handled network availability of shared resources.
  • Utilized SNOW ticketing system to document issues and escalation in remedy.
  • Outlined network system needs.
  • Developed and maintain systems documentation and provide technical assistance.
  • Maintained user accounts and network access using Active Directory.
  • Familiar with Apple and Windows basic networking configuration.
  • Experience with remote assistance programs (Remote Desktop Connection).
  • Supported end-users using Office 365 with basic Troubleshooting.
  • Resolved VPN software related issues.
  • Fixed IOS and Android software related issue on IPad, Blackberry and IPhone.
  • Microsoft Server, Microsoft Active Directory, Desktop, laptop and server imaging, Microsoft Exchange, Microsoft Office, Windows Mobile, Blackberry OS, Android OS, Apple iOS, iPhone Configuration Utility, Afaria.
  • Provided support to end users by identifying, researching, and resolving mobile device technical problems, Duplicate, troubleshoot, and investigate incidents/user issues.
  • Recommended system and/or content modifications, Document, track and monitor the help request to ensure a timely resolution.
  • Communicated with non-technical customers as well as technical associates to resolve issues.
Expected in 2017 | Networking INE.COM, , Texas GPA:
CCNA Routing & Switching Technologies 200-125 v3.0 in progress-Online Training.
Expected in 2013 Bachelor of Science | Computer Science and Information Technology Ajayi Crowther University, , Oyo GPA:
Music, Fashion, Sports and Photography
Windows Server 2012, Redhat, Centos 7 TeamViewer, Remote Desktop Connection, Cloud Computing, Citrix Receiver 4.4x, KeyPass, LDAP, Lotus Note, Afaria, SSCM, Symantic Endpoint Protection, DNS, DHCP, TCP/IP, ServiceNow, Cisco Anyconnect Mobility Client, CUCM, Citrix ZenDesktop, SAP R/3 ECC6.0, Windows Server 2003 and Windows family, MS Office 2003,2007 Windows OS Version 2007,2008,2010 Office 365, Skype for Business, Putty, VNC, Andriod, Adobe Acrobat Suite, IOS, Virtualization, Mobile Devices.

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Resume Overview

School Attended

  • Ajayi Crowther University

Job Titles Held:

  • Desktop Support
  • Desktop Support Technician
  • IT System Analyst


  • Bachelor of Science

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