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desktop support technician resume example with 11+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

Exceptionally capable Computer Technical Support Specialist with 10 years of experience troubleshooting end-user issues with both desktop/mobile computing and Point-of-Sale systems. Seeking to bring a vast repertoire of both hardware and software knowledge to a growing technical support industry. Entry level knowledge of Microsoft Active Directory and Cisco IOS CLI. Currently holding CompTIA A+ , Server+, and Network+ certifications.

Skills
  • Desktop Hardware Solutions
  • Microsoft Windows 10
  • Printer Repair
  • Technical Support
  • Hardware Installation
  • Innovative thinker
  • Point Of Sale Systems
  • TCP/IP Troubleshooting
  • Microsoft Windows 8
  • Microsoft Windows 7
  • Hardware and Software Installation
Work History
Audio Engineer, 09/2012 - Current
Netsmart , , Bremerton, WA
  • Provided network support services for devices such as hubs, bridges, routers and other hardware.
  • Investigated hardware product issues involving materials and software and devised solutions.
  • Traveled to customer sites to provide prompt resolutions to issues.
  • Worked with various systems, software and peripherals and various types of games.
  • Purchased, setup and installed new computers.
  • Configured hardware, devices and software to set up work stations.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and studio policies.
  • Disassembled computers to perform diagnostics and check for repair needs.
  • Updated and installed new software on desktop and laptop computers to maintain latest technology.
  • Maintained and repaired peripheral equipment such as solid state drives and removable media, recommending upgrades and replacements.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Used diagnostic tools to identify hardware failures and replace non-functional components.
  • Linked computers to network and peripheral equipment.
  • Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
  • Managed data transfers between systems and networked storage mediums.
  • Mixed and mastered vocal arrangements and music compositions, and optimized songs and albums.
  • Prepared for recording sessions by selecting and setting up microphones.
  • Enhanced sound quality and added various sound effects to recordings.
  • Provided audio mixing and recording expertise to field and studio-based productions.
  • Maintained and repaired sound equipment.
  • Adjusted sound according to variances in temperature and tonal needs.
  • Performed high-quality recording, mixing, mastering, sound design and production in Protools-based professional studio.
Desktop Support Technician, 05/2018 - 07/2021
Dominion Enterprises , ,
  • Helped streamline repair processes and update procedures for support action consistency.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Setup and installed new computers.
  • Worked with various systems, software and peripherals
Deployment Specialist, 09/2016 - 08/2017
Chainalysis , ,
  • Responsible for the debit injections of TSYS and First Data (Omaha) encryptions used in the deployment of software on multiple merchant credit/debit card processing terminals. 
  • Current TSYS and First Data injection key holder
  • Troubleshooting of First Data, Verifone, and Ingenico OS and merchant software configurations using various IP and port specifications.
  • Installation and removal of both terminal baseline software and merchant/host application downloads to/from hardware.
  • Daily hands on deployment of First Data FD130, FD35, Ingenico ICT220, IWL255 (wireless and bluetooth), IPP320/350, VeriFone VX520, VX805, VX6803G, and Poynt POS system.
  • Daily usage of Android OS for POS terminal merchant processing. Including software and firmware updates, Bluetooth and USB accessories, etc.
  • Daily usage of the Apriva portal for mobile processing terminal and SIM card registration and activation. 
  • Streamlined shipping/deployment process of credit card terminals to merchant locations via FedEx for expedited delivery of equipment. This includes cradle-to-grave operations for both new terminal deployment and DOA/repair customer returns to facility.
  • High usage of ORACLE database for merchant order processing, shipping, receipt, and inventory of equipment. This includes creation of equipment purchase orders, inventory reports, price configuration, etc.
  • Troubleshooting of processing terminal hardware and software, printing, installation, and operating systems issues. This ensures short order-to-delivery time of requested equipment.
  • Responsible for gathering, logging, and routing of all shipping data for FedEx tracking by inside sales/customer service groups.
  • Training completed to maintain compliance with regulatory requirements including Bank Secrecy Act, Anti-Money Laundering, Office of Foreign Assets Control (OFAC), USA Patriot Act, Privacy Act and Community Reinvestment Act.
IT Associate, 03/2009 - 07/2016
Company Name , ,
  • Responsible for the rebuild, customization and repair of both Dell and HP desktop and mobile computers. This greatly reduced downtime due to repair of inoperable equipment in use by employees.
  • Resolved computer hardware and software, printing, installation, email and operating systems issues. Doing so drastically reduced trouble-calls to outside technicians and saved company over $5,000 dollars over employment period.
  • Trained both internal and off-site users in repairing and resolving recurring issues network and software issues. This helped to subside small issues such as Windows updates, faulty mice/keyboards, and other small hardware and software problems.
  • Provided off-site telephone technical support to satellite office to reduce downtime due to software and hardware issues.
  • Repaired and replaced hardware, including video cards, network adapters, memory modules, processors, motherboards, etc
  • Ordered necessary supplies and parts to repair malfunctioning hardware. Found best-price companies (including local-sourcing) to ensure repairs were far under budgeted amounts.
  • Troubleshooting and repair of port configuration problems including DNS and default gateway IP addressing
  • Responsible for installation of new Point of Sale system(s) at multiple sites with multiple network printer configurations. This saved the company in excess of $3,000 to have off-site sales representative help with software configuration and installation. 
  • Installed software and operating systems on 12 company computers and 2 server locations.
  • Installed, maintained, and supported AT&T VoIP hardware solutions. Installation at remote location saved company in excess of $2,000 for 6 POE handsets and POE router.
  • Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP applications. These trouble calls were completed over the phone and had customers on-location up and running very quickly.
  • Researched and recommended network and data communications hardware and software. 
  • Identified and eliminated company website issues to improve user experience. this included graphics editing using Adobe Photoshop to alter and create images to enhance customer experience.
  • Resolved client-to-server and client-to-printer TCP/IP issues using both Windows and DOS based command line tools.
Education
: Information Technology, Expected in
-
My Computer Career - Houston, TX,
GPA:
Status -

CompTIA Network+ N10-006

CompTIA Server+ SK0-004

CompTIA A+ 220-901 and 220-902

Microsoft Technology Associate 98-367 Security Fundamentals

Microsoft Technology Associate 98-366 Networking Fundamentals

Microsoft Technology Associate 98-368 Mobility and Device Fundamentals

Microsoft Technology Associate 98-349 Windows Operating System Fundamentals

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Resume Overview

School Attended

  • My Computer Career

Job Titles Held:

  • Audio Engineer
  • Desktop Support Technician
  • Deployment Specialist
  • IT Associate

Degrees

  • Some College (No Degree)

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