desktop technician resume example with 12+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
Technical support professional with extensive IT background. Enjoys troubleshooting to find solutions to technical issues. Computer User hardware/software Support Specialist with a focus on client satisfaction and experience assisting users both remotely and in person. Looking to bring exceptional technical know-how and customer-service skills as a Help-desk/Desktop Technician/Analyst to a business-focused industry.
  •  Troubleshooting proficiency
  • Vast technical knowledge
  • Windows XP, Vista, 7, 8 &10 proficiency
  • Microsoft office Suite expert
  • DHCP/DNS, AD, TCP/IP, VPN, LAN, WAN, Ethernet and Firewall proficient
  • Exceptional telephone etiquette
  • Patient and diligent
  • BGSU Alumni Scholarship Award
  • Dean’s list for GPA of 3.6/4.0
  • Accomplished with mobile devices
Exceeded monthly goals by successfully handling more than 420 calls per week while working for cox communication. Reduced technical escalations to management by 25% to only 10 per day at CP-REDI. Researched and fixed ticket issues in a timely manner and then updated the troubleshooting procedure database from my research while working with LSI/ADL.
Desktop Technician, 01/2015 to 04/2015
Outsource Consulting Services, IncAiken, SC,
  • Provided base level IT support to company personnel.
  • Installed computer hardware and software both generic and proprietary and provided appropriate maintenance.
  • Helped customers track and ship packages, responding to an average of 10 calls per day.
  • Created new account, reset passwords and configured access for users.
  • Maintained records, logs and the lifecycle of work requests.
Helpdesk Technician, 11/2011 to 2014
Chenega MiosDahlgren, VA,
  • Provided end user support but not limited to adding and removal and maintenance of user accounts, passwords, computer, printer and other peripherals via email,live chat, tickets and telephone.
  • Involved in installation, configuring, monitoring, upgrading and maintaining systems hardware, software.
  • Researched, resolved and followed up on customer issues. .
  • Performed network connectivity, VPN and LAN administration.
  • Provided systems administration and security administration, user education and documentation.
  • Reviewed support cases for technical and troubleshooting accuracy.
  • Researched, documented and escalated cases to higher levels of support according to internal procedures.
PC Technician, 09/2013 to 12/2013
Banner EngineeringHuron, SD,
  • Provided Tier 1 level support for computer hardware and software issues by responding to telephone calls, email and ticket requests Documented, tracked and monitored Service Desk tickets to ensure resolution in compliance with service level agreements.
  • Installed, supported and maintained desktops, laptops thin clients, printers and/or related hardware and software.
  • Analyzed installed and resolved customized software program/application issues in a timely and accurate fashion, and provided end user training where required.
  • Received, prioritized and documented end-user issues and actively resolved end user help requests.
Technical Service Representative, 2009 to 07/2009
Ppg Industries, Inc.Clovis, CA,
  • Provision of technical phone support for High Speed Internet consumers.
  • Handled a large volume of phone calls, chat and emails.
  • Set up, configured and maintained of customer premise equipment such as modems, wired and wireless routers.
  • Computer and Internet troubleshooting including TCP/IP and DNS resolution also Browser settings.
  • New account setup, Email setup for new and existing customers.
  • Customer education after the launch of new or the upgrade of services and equipment.
  • Provided remote support, anti-virus installation, Microsoft Exchange and Outlook support.
Information Technology Specialist, 07/2008 to 11/2008
St Therese Home Of New HopeNew Hope, MN,
  • Provided computer systems technical support for Bowling Green State University owned computers, scanners and printers.
  • Developed documentation along other technicians and supervisor for common processes for both support staff and end-users.
  • Troubleshooting computer technical problems, LAN and WLAN thus easing the load on the staff at the IT department leading to increased productivity.
  • Account set-up and password resets for students and staff Installation and upgrade of hardware and software for computers, servers,scanners and printers.
Direct Support Manager, 08/2009 to Present
Keystone Human ServicesHebron, CT,
  • Assist client with monitoring medical needs including scheduling medical appointments, filling prescriptions, and self or delegated administration of medication as deemed necessary.
  • Continuous monitoring and reporting of any changes in client's medical, health, and safety needs.
B.S: Electronics and Computer Technology, Expected in 2008
Bowling Green State University - , Ohio
Electronics and Computer Technology
A+ Certification (2016): , Expected in
- ,
A+ Certification, Research, Active Directory, anti-virus, oral and written communication, interpersonal, Hardware, computer hardware, client, clients, desktops, DHCP, documentation, DNS, Email, WAN LAN, LAN administration, laptops, Microsoft Exchange, Microsoft office Suite, Outlook, Windows XP, modems, network, peripherals, printers, problem-solving skills, quality assurance, reporting, routers, safety, scanners, scheduling, servers, service level agreements, Software installation, systems administration, TCP/IP, team player, technical support, User Support, user training, telephone, Troubleshooting,upgrades, VPN, Windows OS.

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Resume Overview

School Attended

  • Bowling Green State University

Job Titles Held:

  • Desktop Technician
  • Helpdesk Technician
  • PC Technician
  • Technical Service Representative
  • Information Technology Specialist
  • Direct Support Manager


  • B.S
  • A+ Certification (2016)

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