LiveCareer-Resume

desktop support specialist resume example with 13+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Professional Summary

Army Veteran with a Bachelors degree in business management, looking to obtain an entry level management position. Traveled abroad to places such as Kuwait, Korea, Iraq and Afghanistan. Experienced and familiar with custom procedures and am willing to travel if needed. Over 6 years of supervisor experience and 8+ years working abroad.

Skills
  • Business Administration
  • IEX
  • Singleview
  • Salesforce
  • Remedy
  • Subscriber Wise
  • Microsoft Active Directory
  • Poweshell (Beginner)
  • IOS
  • Windows
  • Employee performance assessment
  • Deadline management
  • Team management
  • Scheduling and calendar management
  • Customer and client relations
  • Mac systems
  • Technical support
  • Complaint resolution
  • MS Office proficiency
Work History
Google Ads Manager, 12/2021 to Current
RidgelineReno, NV,
  • Developed advertising tactics and implemented new solutions for increased brand awareness.
  • Worked with marketing department to create targeted advertising strategies for key customer demographics.
  • Developed campaigns, led design and tracked results.
  • Collected performance data on each promotion to better plan future events.
  • Considered business demands and customer preferences when developing pricing structures and marketing plans.
  • Oversaw preparation of marketing copy, images, videos, emails and other collateral.
IT Support Specialist, 07/2021 to 11/2022
N3South Charleston, WV,
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Desktop Support Specialist, 02/2020 to 04/2021
Cargill, Inc.Albert Lea, MN,
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
  • Enhanced helpdesk ticketing system, resulting in 50% reduction in support call turnaround time.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Analyzed soft phone and VPN issues to identify troubleshooting methods needed for quick remediation.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Configured hardware, devices and software to set up work stations for employees.
Technical Services Specialist, 03/2019 to 08/2019
Sykes Enterprises IncorporatedHome, PA,
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Entered customer interaction details in Amazon customer software to track requests, document problems and record solutions offered.
  • Answered constant flow of customer calls with up to 50 calls in queue per minute.
Workforce Analyst, 02/2017 to 02/2019
GoDaddyCity, STATE,
  • Produced and updated documents, reports and tracking spreadsheets using IEX, Sharepoint and Excel.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Improved office efficiency by effectively managing internal communications and correspondence.
  • Produced and updated documents, reports and tracking spreadsheets using Word, Excel and PowerPoint.
  • Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
Government Contractor, 05/2003 to 12/2012
VariousCity, STATE,
  • Generated and completed work orders for repairs, maintenance, and component replacement
  • Reviewed technical documentation to perform accurate repairs on diverse equipment
  • Investigated and corrected mechanical problems with machinery such as Various wheeled and tracked military vehicles
  • Implemented preventive maintenance practices and upheld equipment guidelines to reduce downtime
  • Used problem-solving skills to alleviate issues efficiently with minimal supervision and contacted maintenance supervisor of problems requiring immediate resolution
  • As maintenance manager, developed and implemented employee incentive programs to promote top performance
  • Supervised daily operations, including employee performance, preventive maintenance and safety
  • Assessed operating conditions and adjusted settings to maximize performance and equipment longevity
  • Thoroughly cleaned and lubricated parts to keep Military equipment operating at peak performance
  • Managed efficient teams of up to 15 employees
Education
Bachelor of Science: Business Administration , Expected in 01/2017 to DeVry University - Glendale. AZ ,
GPA:
Accomplishments
  • Army Achievement Medal- June 2001
  • Army Field Support Battalion NE Asia Certificate of Appreciation - July 2007
  • Disabled American Veterans Certificate of Appreciation while serving in the armed forces in time of conflict - Feb 2014
  • Multiple Dean‘s list awards for exemplary grades - 2013-2016
Certifications
  • US Army Ordnance Certification - June 2000
  • US Army Organizational Maintenance New Equipment Training- Aug 2002
  • Google Ads, Concentrix/Google - January 2022
  • Hubspot Email Marketing, January 2022
,

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • DeVry University

Job Titles Held:

  • Google Ads Manager
  • IT Support Specialist
  • Desktop Support Specialist
  • Technical Services Specialist
  • Workforce Analyst
  • Government Contractor

Degrees

  • Bachelor of Science

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: