Desktop Support Technician resume example with 6+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
Summary
Outgoing student pursuing flexible part-time employment with weekend and evening shift options. Flexible hard worker ready to learn and contribute to team success.
Skills
Call Center Operations
LAN/WAN
Windows XP/Vista
Technical troubleshooting
Service desk support
Experience
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 Markets – Kansas, 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 Village – New 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 GPA:
Associate of Science: Computer And Information Sciences, Expected in 05/2017 Essex County College - Newark, NJ GPA:
High School Diploma: , Expected in 05/2010 Unioncity High School Nj - Union City, NJ, GPA:
Languages
French:
Professional
Negotiated:
Accomplishments
Consistently maintained high customer satisfaction ratings.
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