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it desktop support engineer resume example with 7+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
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 autonomously 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, ISO
  • Application development: Database System and Programming Languages: Experience with 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, Microsoft Intune, Microsoft Azure, One Workspace, Okta
  • Ticketing Tools: ServiceNow, Remedy Ticketing System, Codesk, Jira

Experience
IT Desktop Support Engineer, 01/2021 to Current
Doubleverify, IncLos Angeles, CA,
  • Provide technical expertise and hands-on support of end user infrastructure (hardware, software/IOS) including but not limited to Windows laptops, AV equipment, and other office technical equipment.
  • Work jointly with other IT verticals to remedy issue
  • Support both Sydney head office and Villawood Immigration center 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 ServiceNow
  • Manage IT Orientation for new starters.
  • Manage and maintain hardware procurement and asset inventory for SYD 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 other states' IT location Team as needed.
End User Support Technician, 01/2019 to 01/2021
Alorica Inc.Utica, NY,
  • 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 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 monthly basis
  • Manage back up tape replacement in 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 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 NSW.
Technical Support Engineer 2 IT Operations, 12/2016 to 12/2018
Mesh And Bar Pty LtdCity, STATE,
  • 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 200+ 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.
End-User-Support IT Engineer, 01/2015 to 11/2015
Sargent's Pies Pty. Ltd.City, STATE,
  • 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.
Education and Training
Professional Year Training: Professional Training , Expected in 06/2016
Performance Education - Sydney,
GPA:

Key Skills: Australian Business Culture and Environment, Achieving Career Success, Australian Workplace Skills, Professional Business Communication

Master of Science: Information Technology, Expected in 07/2012
University of Southern Queensland - Sydney, NSW,
GPA:

With the specialization in Information Systems Development

Graduate Diploma: Information System Management, Expected in 06/2011
Central Queensland University - Sydney, NSW,
GPA:

Credit on Web Application for Business

Certifications

CCNA

Cisco Certified Network Associate | 2018

MCSA

Microsoft Certified Solutions Associate | 2019

End User Support - On the Job Training

Stream Global Services | 2020

ACS Member

ICT Australian Computer Society | 2016

Websites, Portfolios, Profiles
  • www.linkedin.com/in/ m-Claire-280436268

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Resume Overview

School Attended

  • Performance Education
  • University of Southern Queensland
  • Central Queensland University

Job Titles Held:

  • IT Desktop Support Engineer
  • End User Support Technician
  • Technical Support Engineer 2 IT Operations
  • End-User-Support IT Engineer

Degrees

  • Professional Year Training
  • Master of Science
  • Graduate Diploma

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