Desktop Support Specialist Resume Example Rochester General Health System

DESKTOP SUPPORT SPECIALIST

Professional Summary

Trained and skilled IT professional with over 10 years experience in customer and non-customer facing roles, notably with one of the top manufacturers of PCs, printers, servers and software. Qualified for supervisory roles in the IT field based on previous experience and training. 10 + years experience at disassembling and reassembling laptops, desktops, printer and tablets Proficient in using and troubleshooting Microsoft products including: Office 98, 2000, Xp, 2003, 2007, 2010, 2011, 2013, and 2016 Windows operating systems 95, 98, ME, 2000 Professional, Vista, 7, 8 and 10 and limited experience with Apple operating systems 8 years experience with networking routers, switches and Wi-Fi enabled devices. Mastered printer setup and configurations via network administration as well as front panel administration. Experienced with brands such as HP, Dell, Toshiba, Gateway, IBM, Lenovo, Apple, Canon, Vizio, Samsung, and Epson. Extensively trained in Outlook as well as Android, Blackberry and iPhone email setups and break fix in a corporate environment. Experienced with ticketing systems and technical documentations. Experienced with writing troubleshooting documentations Capable of moving profiles and backing up data using localized software. Re imaging PC units using FOG, GHOST, and LANDesk. Exceptional success of removing viruses and malware using Malware Bytes, Panda, Spybot and other software alike. Establishing the best line of communication allowing customers to be in-the-know with tickets. Multiple certifications though HP in: LaserJets, Desktops, Laptops, Edgeline, and DesignJets.

Work History

Desktop Support SpecialistFebruary 2014 to Current
Rochester General Health System - Wolcott , NY

Set up staff workstations with PCs, Macs, phones and laptops.
Maintained audiovisual equipment, including overhead projectors, laptops and video conferencing equipment.
Delivered on-site IT and AV technical support for faculty and staff.
LANDesk Application Administrator - Setup and configured LDMS 9.6 and implemented multiple aspects.
LANDesk - Translated business goals, feature concepts and customer needs into prioritized product requirements and use cases.
Developed and evolved the consumer-facing, multi-channel roadmap for desktop, mobile and mobile web applications.
Presented on LANDesk and the success at Valdosta State University
Established a baseline of IT assets for procurement.
Maintained audiovisual equipment, including overhead projectors, laptops and video conferencing equipment mainly Crestron equipment.

Customer EngineerAugust 2008 to February 2014
Foundation Capital - Denver , CO

Trained and Certified in the following capacities: Desktops, Laptops, DesignJets, monochrome LaserJets and color LaserJets.
Cleared and Certified by HP for the following agencies: HIPAA Certified , Clearances with the United States Postal Service, United States Attorney's offices and the Social Security Administration.
Communication with 2nd and 3rd level support to determine root cause, parts, and an action plan for repairing units.
Managed the schedules of 5 team members to make sure we are efficient in getting calls worked and closed by all means necessary.
Worked with special project coordinators to install DesignJets, LaserJets, and multiple PC refreshes with the SSA, Geico, Bank of America, and USDA.
Efficiently managed real time tracking of time, parts and materials on a daily basis.
Constantly in contact with the End User to make sure the job is done right the very first contact.
Closely worked with my manager on the Voice of the Workforce to create a better environment, and to address issues within HP.
Multiple recognition's through HP for outstanding service and leadership.

Desktop Support SpecialistJuly 2007 to August 2008
Rochester General Health System - Akron , NY

Led a team of 3 resolving issues all over the world using Remote Assistance.
Led the team with training new recruits in remote access, ticketing systems, phone etiquette and knowledgebase software.
One of two that supported all of Alcoa Inc.
Blackberry BES server and Blackberry troubleshooting Promoted to Second/Third level support within 6 months Assisted with determining if the problems were software or local to the machine STI Knowledge (Help Desk 2000 certification).

Telephone SupportMarch 2007 to June 2007
National Lutheran Communities & Services - Annapolis , MD

Assisted ATT customers with setting up new service as well as troubleshooting problems with the ATT equipment.
Sharpened multitasking skills thought the use of technical writing to allow more time with the customer and less time typing.
Worked with training managers to provided added value during the initial training process.
Walked customers though using command lines on obtaining the network configurations.
Guided customers through the DSL router setup, and configuration using the integrated firmware.
Managed customer relations and called customers back to make sure that an issue is resolved in the quickest manner possible.

Information Technology ManagerJune 2004 to December 2006
Data Com Services - City , STATE

2 years of managing and supporting over 150 PCs and Laptops.
Including refreshing multiple PCs on an as needed basis Tracked and inventoried all PCs, laptops, printers, and peripherals using MS access Provided input to the Sumter County Board of Commissioners for any and all IT related funding Managed routers and switches including firewalls and line of sight networking equipment Troubleshooting and repairs of non-warranty hardware failures Assisted, planned and installed a new surveillance system throughout the Sumter County Law Enforcement Center, The Sumter County Courthouse, and the Sumter County Board Office.
Worked closely with the department heads in Sumter County to custom tailor any software and systems needed for the custom software.
Managed licenses for Ableterm, an all in one software for criminal history and arrest records.
Constantly monitored the use of Symantec anti-virus software.
Provided employees with free computer assessments and virus removals.

Education

Southland Academy High School2004City, State
High School Diploma:

South Georgia Technical College2011City, State
Associate of Applied Science: CIS NetworkingComputer Information Systems Networking

Certifications

HP Color LaserJet, HP Mono Chrome LaserJet, HP DesignJet, HP Edgeline, STI Knowledge (Help Desk 2000 certification), Alcoa Help Desk Professional.

Skills

Accomplished Computer Technician with a rapidly increasing range of industry experience looking to bring strong instincts and a proven record of procedural compliance, process management and strong operational skills to a rapidly growing company.
Computer Technician with background in imaging, printer installation, memory installation, hard drive installation, motherboard replacement and general troubleshooting. Seeking challenging position with opportunities for expanding upon existing skill base.

Resume Overview

School Attended

Southland Academy High School
South Georgia Technical College

Job Titles Held:

Desktop Support Specialist
Customer Engineer
Telephone Support
Information Technology Manager

Degrees

High School Diploma :
Associate of Applied Science : CIS Networking

Desktop Support Specialist Resume Example

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