Desktop Support Technician resume example with 6+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:

Outgoing student pursuing flexible part-time employment with weekend and evening shift options. Flexible hard worker ready to learn and contribute to team success.

  • Call Center Operations
  • Windows XP/Vista
  • Technical troubleshooting
  • Service desk support
Desktop Support Technician, 01/2021 to Current
Yum! Brands, Inc.Omaha, NE,
  • Resolved service requests by individually troubleshooting and addressing user issues.
  • Oversaw hardware, software and networking component monitoring, testing and installation to assist maintenance and migration.
  • Lent technical support, consulting and implementation services to maintain system performance thresholds.
  • Handled maintenance tasks to promote improved network availability.
  • Surveyed and supported technology assets to maintain business continuity.
  • Oversaw bug reports and completed resolutions within adequate timeframes.
  • Researched and maintained IT project and service documentation to assist future problem resolution.
  • Designed and customized implementations to provide system integrity and security.
  • Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
  • Performed daily maintenance of computer systems to keep network processes fluid.
  • Prioritized and fielded IT ticket requests, providing technical support, troubleshooting and issue resolution to maintain system performance levels.
  • Evaluated software testing, deployment and updates to maintain compliance with organizational mandates.
  • Applied internal policies and procedures to new desktop system onboarding processes, installing required software and peripherals per guidelines.
  • Oversaw daily performance of computer use and maintenance.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Assisted end users with diagnostics to resolve issues.
  • Provided software support and general technical solutions for operational, database and security requirements in applications.
  • Tracked hardware assets, ordering equipment to maintain accessible inventory.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Provided senior technical support to both in-house staff and user departments for network applications.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Participated in maintaining approved vendor lists for hardware repairs, advising internal and external personnel on providers of replacement parts.
  • Configured new employee work stations consisting of hardware, software and peripheral devices.
  • Reviewed current hardware and software configurations and recommended modifications to increase system speed.
Technical Support Specialist, 03/2017 to 01/2021
365 Retail MarketsKansas, IL,
  • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Maintained compliance with established and updated policies and procedures with minimal supervision.
  • Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Updated and processed programming changes, equipment upgrades and customer and billing information.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals.
  • Observed system functioning and entered commands to test different areas of operations.
  • Consulted with clients on installed machine security applications and devices to recommend further safety measurements.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Installed software updates and vulnerability patches on servers to prevent possible threats from penetrating networks.
  • Boosted revenue by offering spare parts catalogs, interactive DVDs, MS PowerPoint presentations, and AutoCAD Inventor usage conversions.
  • Incorporated several iOS frameworks into Core Data, Core Animation and Core Location.
  • Incorporated cloud-based messaging APIs and push notifications into software to provide instant access to incoming notifications.
  • Analyzed existing iOS applications to tune performance and improve factors such as launch time, resource consumption and power drain.
  • Performed preventive maintenance and upgraded systems to improve network, system and data availability and integrity.
  • Implemented inventory control measures to replenish and maintain IT equipment, supplies, tools, and replacement parts.
Network Technician, 01/2014 to 06/2015
Cross Keys VillageNew Oxford, PA,
  • Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness.
  • Installed and managed connected hardware and application components to assure nonstop environment operations.
  • Verified proper working order of hardware and peripherals.
  • Established and maintained network systems using networking principles.
  • Maintained software implementations to meet regulatory and organizational guidelines.
  • Designed and updated firewalls, networks, infrastructures and network scanning.
  • Oversaw network administration, system access and vulnerability assessment to protect secured data.
Education and Training
Bachelor of Science: Computer And Information Sciences, Expected in 05/2019
Rutgers, The State University of New Jersey - New Brunswick, NJ
Associate of Science: Computer And Information Sciences, Expected in 05/2017
Essex County College - Newark, NJ
High School Diploma: , Expected in 05/2010
Unioncity High School Nj - Union City, NJ,
  • Consistently maintained high customer satisfaction ratings.
  • Licensed google cloud security - 2019
  • Cisco Certified Network Associate (CCNA)

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Resume Overview

School Attended

  • Rutgers, The State University of New Jersey
  • Essex County College
  • Unioncity High School Nj

Job Titles Held:

  • Desktop Support Technician
  • Technical Support Specialist
  • Network Technician


  • Bachelor of Science
  • Associate of Science
  • High School Diploma

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