Desktop Support Resume Example
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DESKTOP SUPPORT
Summary
Versatile IT professional with vast knowledge of Desktop and Network Support. Telecommunication expert with background in project management and product support. High level of experience providing end-user support in several different operating systems and applications. Results-driven, self-motivated, able to work independently or on a team. Proven leadership ability including professional development and skills training. Exemplary reputation for interpersonal skills and establishing positive rapport with all.
Skills
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Experience
02/2017 to 05/2017
Desktop SupportOptimal Solutions And Technologies － Baton Rouge , LA
- Provided desktop support for Houston Methodist West Houston hospital during their transition to Epic electronic health records system.
- Assisted with desktop and telecommunication tickets utilizing the Change Gear ticket system.
- Included detailed and informative notes for all tickets worked.
- Utilized Citrix to ensure EPIC programming and applications were operating properly, occasionally implementing procedures through Active Directory to resolve Citrix issues.
- Aided in mapping printers to desktops throughout the hospital, either due to a new computer, or a new printer being installed to ensure customer had access to correct printer.
- Conducted computer diagnostics to investigate and resolve problems and provide technical assistance and support.
- Installed and performed repairs to hardware, software and peripheral equipment, following design and installation specifications.
- Answered user inquiries regarding computer software and hardware operation. Set up equipment for employee use.
- Supported IT Distribution center including imaging new computers, utilization of Active Directory, infrastructure support, WOW Assembly and distribution.
01/2016 to 08/2016
Student InternCity Of Chicago, Il － Chicago , IL
- Assisted technicians in Data and Voice Operations run tickets in Remedy, performed Avaya phone and data line checks, frequently interacted with customers and end users to troubleshoot issues.
- Developed extensive knowledge about TCP/IP, DHCP, DNS, LAN/WAN configurations, firewalls and other security, and how they all operate within MD Anderson's local and global network.
- Integrated fiber and copper cable throughout MD Anderson Data Center infrastructure, including testing and copper termination, ensuring proper labeling, length, and pathways during cable deployments.
- Supported configuration and installation of routers, switches, wireless controllers, Avaya phones, and many different server configurations.
- Responded to all client requests for technical support by phone, email and the inter-office chat service.
- Assisted EPIC deployment team with inventory control, assembly, and installation of VX computer systems for the new Electronic Health Records (EHR) system.
- Familiar with Citrix and its relationship to EPIC, how it runs and how EPIC software and applications needs Citrix to function properly in a hospital environment.
03/2015 to Current
Audio/Visual Media Assistant (Volunteer)Crosspoint Church － City , STATE
- Assisted with setup and operation on a weekly basis of audio and media systems on multiple platforms; including, but not limited to, sound board setup and operation - Behringer X32 Console.
- Operated media presentation software on Apple iMac including ProPresenter 5 and Spotify.
- Set up presentations as needed from existing library or by creating entirely new templates when appropriate.
05/2014 to 10/2016
Network Operations HelpdeskSHELL － City , STATE
- Monitor, troubleshoot, install and upgrade information software for all Shell Retail service stations in the United States and Shell Global.
- Supported successful transition for service stations going through changeover from Hughes VSAT to Cybera Overlay for more secure connections to Shell's network.
- Provide local desktop support for Windows Vista and 7 workstations, including hardware and software troubleshooting.
- Ensure accurate and detailed records are kept of all changes and/or updates made throughout Shell Network's MOAD database.
- Act as point of escalation to troubleshoot and resolve desktop related problems.
01/2014 to 05/2014
WiMax Wireless TechnicianCRYSAL COMMUNICATIONS, LTD － City , STATE
- Installed and maintained WiMax wireless receivers for traffic signals throughout the Greater Houston Area.
- Proficient at running CAT5e and CAT6 cable from traffic control boxes to wireless receivers on traffic poles to provide power and signal for WiMax Receivers.
- Proficient at configuring and operating City of Houston traffic controller boxes, including Naztec 900 and 2070.
- Installed and terminated CAT5e and CAT6 copper cable with RJ45 tips.
06/2012 to 03/2014
Visual Media Assistant (Volunteer)Grace Community Fellowship － City , STATE
- Assisted with media setup and operation on a weekly basis, including projector setup, Apple laptop setup and operation.
- Operated media presentation software including ProPresenter 5 and Microsoft PowerPoint, integrating appropriate backgrounds to match lyrics for songs.
07/2004 to 03/2013
Telecommunication Systems SupervisorUNITED STATES ARMY － City , STATE
- Responsible for maintaining and troubleshooting network infrastructure from both strategic (2008) and tactical (2010-2011) NOC's while deployed to Iraq, utilizing Solar Winds monitoring system.
- Assisted with desktop support, including installation, troubleshooting, and maintenance for desktop PC's throughout the unit; extensive use of Microsoft Office including Word, Outlook, Excel, and PowerPoint.
- Resolved issues for RF radio terminals, microwave systems, and Ku band Satellite terminals based on extensive technical knowledge and understanding of all systems.
- Extensive knowledge and understanding of Very Small Aperture Terminal (VSAT).
- Familiarized with Cisco Routers, Switches, and VOIP phones, along with basic terminology for Cisco command line interface and Cisco call manager.
- Effective decision-maker in high-pressure environments.
- Worked with end users on setup and troubleshooting procedures both over the phone and in person.
- Regularly chosen to learn, implement, and oversee integration of new equipment into current operations.
- Demonstrated attention to detail, adaptability to new systems, and capacity to teach others which allowed for smooth transitions.
- Managed receipt, storage and issue of ammunition processes.
- Supervised operation and organizational maintenance of weapons systems and specialized equipment.
- Professionally prepared and briefed chain of command along with foreign dignitaries on the inner workings of all assigned equipment on a regular basis.
Education and Training
2016
Bachelor of Arts: Business Information SystemsAshford University － City, State, USA
Business Information Systems 3.8 GPA Magna Cum Laude
SALUTE Veterans National Honor Society * Golden Key International Honour Society
Alpha Sigma Lambda Honor Society * Sigma Beta Delta Honor Society
Additional Skills
Apple, attention to detail, audio, Avaya, cable, CAT5, Cisco Routers, hardware, controller, database, desktop PC, DHCP, DNS, Electronic Health Records, firewalls, iMac, imaging, inventory control, LAN, notes, access, Network, presentations, printer, printers, radio, Retail, Shell, software troubleshooting, sound, strategic, Switches, TCP/IP, telecommunication, phones, phone, troubleshooting, upgrade, Vista, WAN
Activities and Honors
Veterans of Foreign Wars (VFW)
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Resume Overview
School Attended
- Ashford University
Job Titles Held:
- Desktop Support
- Student Intern
- Audio/Visual Media Assistant (Volunteer)
- Network Operations Helpdesk
- WiMax Wireless Technician
- Visual Media Assistant (Volunteer)
- Telecommunication Systems Supervisor
Degrees
- Bachelor of Arts : Business Information Systems
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