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it desktop support engineer resume example with 8+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

Capable IT Desktop Support Engineer experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems. A team player, patient and willing to learn day by day.

Skills
  • Helpdesk and Technical Support: Hardware Assembly, Maintenance, Peripherals, Printers Drivers
  • Networks Configuration: Servers, Routers, TCP/IP Sockets, LAN Technology , Fiber Optics Fundamentals
  • Operating Systems: XP, 7, 8, 10, Windows servers, MAC OS
  • Application development: Database System and Programming Languages: Experience with My SQL, PHP, HTML, CSS
  • Design Application: Adobe Photoshop, Premiere Pro, Lightroom, Final Cut Pro, Illustrator
  • System Tools: Microsoft System Center Configuration Manager, Active Directory, DHCP, GPO Management, Altiris Deployment Console, VMWare, Remote Desktop, Bomgar, Zoho Assist, Amazon Workspace, JAMF, One Workspace, Okta
  • Ticketing Tools: HP SMS Tool, ServiceNow, Remedy Ticketing System, Codesk, Jira

Education and Training
AMA University Metro Manila, Philippines, Expected in 05/2013 Bachelor of Science : Information Technology - GPA :
International Philippines School in Riyadh Ar-Riyadh, Saudi Arabia, Expected in 04/2008 High School Diploma : - GPA :
Certifications

AWS Technical Essentials

Amazon Web Services | 2022

CompTIA A+ Boot Camp Training

Convergys | 2017

End User Support - On the Job Training

Stream Global Services | 2012

IT Olympic Training Camp

COMSOFIL (Computer Society of Filipinos International Inc.) Riyadh | 2007

Experience
Doubleverify, Inc - IT Desktop Support Engineer
Chicago, IL, 07/2022 - Current
  • Provide technical expertise and hands-on support of end user infrastructure (hardware, software/macOS) including but not limited to Mac and Windows laptops, AV equipment, and other office technical equipment.
  • Work jointly with other IT verticals to remedy issue
  • Support both the North East users and remote user with all hardware/software requests
  • Provide executive support for C-Level leadership.
  • Takes the initiative to proactively plan and execute events such as webinars and high level meetings.
  • Monitor IDF core servers and network services as needed and direct by Server/Network Engineers.
  • Maintain IT ticketing system and standards using Jira
  • Manage IT Orientation for the new starters.
  • Manage and maintain hardware procurement and asset inventory for NYC Office
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Responsible for doing round ups to all floor for Zoom meeting rooms.
  • Assist New Jersey Team office as needed.
Concentrix - Sr. Technical Support Engineer IT Operations
City, STATE, 01/2020 - 06/2022
  • Provide telephony support in performing installation and troubleshooting on telephone sets, and voice mailboxes Perform hardware and software upgrades to peripheral equipment
  • Attend to break/fix engagement as required by Situation Management for technology related problems and issues received from both internal and external clients
  • Perform checks and ensure that antivirus definition, Microsoft patches are updated as outlined by Desktop Engineering
  • Spend between 60% of time clearing trouble tickets and work orders in a timely manner. Make necessary independent decisions to correct errors or discrepancies in trouble tickets as required
  • Provide assistance in computer related issues for Operations and Support Group
  • Responsible in deploying Windows Patch Update regularly in a monthly basis
  • Manage back up tape replacement in a timely manner
  • Responsible in system installation, configurations, testing, upgrading and patching
  • Manage and perform inventory of work station, network, telephone and other peripherals and equipment. Including deployment and repair of pc.
  • Manage System Center Configuration Manager
  • Performs regular checking of compliance in Bitlocker, SCEP, WSUS and SCCM
  • Responsible for Coordinating P1 Issues and SLA’s ,Attending Severity call and performs troubleshooting with the supervision of Situation Management
  • Overall POC for maintaining all IDF and MDF Room for better data centers.
  • Hands On Use of Remedy Ticketing tool and HP SMS tool
  • Supporting 4000+ Users for Both Work on Site and Work From Home
  • Supervising Contractual and L1 IT Support.
  • Assigned as back up Remote Desktop Support for 10 months during pandemic all sites / accounts in Philippines.
Convergys - Technical Support Engineer 2 IT Operations
City, STATE, 01/2016 - 12/2019
  • Install and configure computer hardware, software, systems, networks, printers
  • Spend between 60% - 70 % of time clearing trouble tickets and work orders in a timely manner.
  • Provide telephony support in performing installation and troubleshooting on telephone sets, and voice mailboxes Perform hardware and software upgrades to peripheral equipment
  • Attend to break/fix engagement as required by Situation Management for technology related problems and issues received from both internal and external clients
  • Perform site maintenance and safety checks of assigned equipment
  • Perform checks and ensure that antivirus definition, Microsoft patches are updated as outlined by Desktop Engineering
  • Overall POC for maintaining all IDF and MDF Room for better data centers.
  • Hands On Use of Remedy Ticketing tool and HP SMS tool
  • Overall IT POC for Program HP, Dish and SiriusXM
  • Supporting 2500+ Users for Both Work on Site and Work From Home
  • Spend between 60% - 70 % of time clearing trouble tickets and work orders in a timely manner.
KPO Philippines Inc. - End-User-Support IT Engineer
City, STATE, 11/2013 - 12/2015

Outsource in IBM Philippines and In-house at Amkor Technology Philippines Inc.

  • Installing and configuring computer hardware operating systems and applications
  • Troubleshooting system and network problems and diagnosing and solving hardware/software faults; Monitoring tickets thru codesk ticketing system of the company.
  • Talking to staff through phone, email or either face to face to help or resolve the incident ticket.
  • Remote problem PC using Dameware Remote System Application.
  • Testing and evaluating new technology
  • Support daily IT Operations, backups, security and assistance to users.
  • Responsible for special project and special request from supervisors.
  • To assist in the installation, configuration, and administration of user rights within operating system (Windows XP/7/8).
  • Manage and perform inventory of work station, network, telephone and other peripherals and equipment. Including deployment and repair of pc.
  • Support executives when its needed hands on or remote.

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Resume Overview

School Attended

  • AMA University
  • International Philippines School in Riyadh

Job Titles Held:

  • IT Desktop Support Engineer
  • Sr. Technical Support Engineer IT Operations
  • Technical Support Engineer 2 IT Operations
  • End-User-Support IT Engineer

Degrees

  • Bachelor of Science
  • High School Diploma

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