LiveCareer-Resume

Desktop Support Technician resume example with 19+ years of experience

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

Experienced Hardware/Software Troubleshooter with over Twenty years of experience in the engineering industry. Excellent reputation for resolving problems and improving customer satisfaction as part of the Deskside Support Team.

Skills
  • Active Listening
  • Interpersonal Skills
  • Friendly and Patient
  • Issue and Resolution Tracking
  • Hardware and Software Repair
  • Microsoft Windows and Office
  • Software Evaluation
  • Verbal and Written Communication
  • Collaborative Team Player
  • Account Administration
  • Organizational Skills
  • Resolving Problems and Incidents
  • Highly Professional
  • Multitasking and Prioritization
  • Help Desk Support
  • Tracking and Documentation
  • Attention to Detail
  • Customer Service Support
  • Technical Troubleshooting
  • Analytical and Methodical
  • Device Installation
  • Component Replacement
  • Computer Diagnostics
  • Employee Computer Support
  • Hardware and Software Configuration
  • Conflict Resolution
  • Remote Technical Support
  • Positive and Upbeat
  • System Maintenance
  • Equipment Inspection
  • Hardware Evaluations
  • System Configuration
  • Problem Solving
  • Creative Issue Resolution
  • Inventory Procedure Documentation
  • Computer System Diagnostics Software
Work History
Desktop Support Technician, 10/2021 to Current
NetsmartAsheville, NC,
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and Corporate policies.
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Learned and implemented new software testing procedures.
  • Obtained and evaluated information about new systems, peripherals and software technology.
  • Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
  • Worked with various systems, software and peripherals and various types of games.
  • 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.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Uploaded new software, rolled out updates and applied patches to License servers upon release to thwart Brute Force and Phishing threats from penetrating networks.
Desktop Support Technician, 02/2017 to 10/2021
NetsmartSan Jose, CA,
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and Corporate policies.
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Learned and implemented new software testing procedures.
  • Obtained and evaluated information about new systems, peripherals and software technology.
  • Worked with various systems, software and peripherals and various types of games.
  • Purchased, setup and installed new computers.
  • 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.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Uploaded new software, rolled out updates and applied patches to License servers upon release to thwart Brute Force and Phishing threats from penetrating networks.
Desktop Support Technician, 04/2007 to 01/2017
NetsmartOverland Park, KS,
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and Corporate policies.
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Learned and implemented new software testing procedures.
  • Obtained and evaluated information about new systems, peripherals and software technology.
  • Worked with various systems, software and peripherals and various types of games.
  • Purchased, setup and installed new computers.
  • 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.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Uploaded new software, rolled out updates and applied patches to License servers upon release to thwart Brute Force and Phishing threats from penetrating networks.
Help Desk Analyst, Network Operations, 09/2002 to 04/2007
Becket And Lee LLC/LLPCity, STATE,
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Logged support tickets and closed when issues were resolved.
  • Evaluated system potential by testing compatibility of new programs with existing programs.
  • Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve Network issue.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Resolved technical issues by troubleshooting.
  • Coached and trained end-users on functions, features and basic troubleshooting of software such as [Software] and [Software].
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Prepared references for users by writing clear operating instructions.
  • Installed and updated hardware, software and applications on Mac and PC devices.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Maximized use of hardware and software by training users and interpreting instructions.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Activated accounts for clients interested in new services.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
Education
No Degree: MCSE, Expected in
CompuTeach - Conshohocken, PA,
GPA:
  • Completed professional development in Microsoft Certified Engineer Certificates
Associate of Applied Science: Computer Networking, Expected in 01/2002
Delaware County Community College - Media, PA,
GPA:
  • Continuing education in Network Engineering

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Resume Overview

School Attended

  • CompuTeach
  • Delaware County Community College

Job Titles Held:

  • Desktop Support Technician
  • Desktop Support Technician
  • Desktop Support Technician
  • Help Desk Analyst, Network Operations

Degrees

  • No Degree
  • Associate of Applied Science

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