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Desktop Support Technician Resume Example

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JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Remote Help Desk support role. Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities. Authorized to work in the US for any employer

Skills
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Work History
06/2015 to 07/2020 Desktop Support Technician Sentinel Technologies Inc | Deerfield, IL,
  • Support associates in their use of PC's, installing new PC's and other hardware.
  • Reimaged PC’s and installed software to suite clients’ needs as per requested.
  • Provide users with guidance and support by assisting in problem resolution.
  • Act as the key contact for on-site / remote users for PC and production problems / inquires.
  • Resolved issues to meet or exceed required Service Level Agreements.
  • Documented all service-related issues, and resolutions within Service ware Manager.
10/2013 to 03/2015 Helpdesk Analyst American Commercial Lines Llc | Louisville, KY,
  • Providing technical support via remote access for call center setups and call center end users.
  • Installed and set up local applications, and software.
  • Created user profiles and user accounts on a domain and workgroup, utilizing Active Directory/ and User Manager.
  • Troubleshooting issues within Windows XP, Microsoft Office 2007, Adobe Reader, and Handled expired passwords, change passwords, password resets.
  • Resolved issues to meet or exceed required Service Level Agreements.
  • Documented all service-related issues, and resolutions within Service ware Manager.
07/2006 to 03/2013 Helpdesk Analyst American Commercial Lines Llc | Cairo, IL,
  • Provide technical support for global IT infrastructure supporting 50,000 employees throughout the U.S.
  • Troubleshot hardware, software and connectivity issues for a Windows NT/2000/XP, Novell and mainframe environment.
  • Exposure to a financial environment where timeliness is key in the support of various departments supporting over 50,000 end users with various systems Manage all end user Technical Service Requests ensuring requests are completed in a timely fashion.
  • Manager.
  • Resolved issues to meet or exceed required service level Agreements.
  • Such as FCR (First Call Resolution) on all Technical Issues, ASA (Average Speed to Answer, and TSF (Time Service Factor) calls answered within a definite time frame 80% in 20 seconds.
  • Provide technical assistance to new hires and visitors escalating any issues to 2nd level support team when necessary.
  • Supported VPN access for remote clients, such as resetting Key Fobs.
  • LAN Administration for Novell such as end user accounts, change passwords, handle expired passwords, printer queues, account unlocks, expired accounts.
  • Provide assistance and troubleshooting user's desktop PCs for all applications including O/S and hardware, also utilizing LANDesk Remote Access.
  • Earned a solid reputation for resolving complex issues and providing exceptional customer service Single-highhandedly managed help desk and support functions during staff shortages Trained and educated users in various programs and applications Devised and implemented a way to search and locate users within Novell Trees quicker and easier.
11/2005 to 07/2006 Helpdesk Analyst American Commercial Lines Llc | Saint Louis, MO,
  • Provide technical support for global IT infrastructure supporting 150,000 employees throughout the U.S.
  • And overseas.
  • Troubleshooting hardware, software and connectivity issues for a Windows NT/2000/XP and mainframe environment.
  • Exposure to a financial environment where timeliness is key in the support of various departments supporting over 150,000 end users with various systems.
  • Manage all end user Technical Service Requests ensuring requests are completed within the Service Level Agreement.
  • Create and modify user profiles and user accounts on a domain and workgroup, utilizing Active Directory/and User Manager.
  • Coordinated with other departments, and colleagues to meet or exceed required service levels.
  • Provide technical assistance to new hires, trainees and visitors escalating any issues to 2nd level support team when necessary.
  • Analyze connectivity problems, and implement recovery methods leading to a reduction in downtime.
  • Supported VPN access for remote clients, such as resetting Key Fobs LAN Administration such as user accounts, printer queues, password resets, account unlocks, expired accounts.
  • Provide assistance and troubleshooting user's desktop PC's for all applications including O/S and hardware, also utilizing LANDesk for remote access.
  • Earned a solid reputation for resolving complex issues and providing exceptional customer service Single-highhandedly managed help desk and support functions during staff shortages Trained and educated users in various programs and applications.
Education
Expected in High school | , , GPA:

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Resume Overview

School Attended
Job Titles Held:
  • Desktop Support Technician
  • Helpdesk Analyst
  • Helpdesk Analyst
  • Helpdesk Analyst
Degrees
  • High school

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