Desktop Support Technician resume example with 19+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
WWW:
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 Netsmart – Asheville, 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 Netsmart – San 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 Netsmart – Overland 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/LLP – City, 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:
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