senior desktop support technician resume example with 20+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Results-driven Information Technology Professional with more than twenty (20) years' industry experience, seeking to contribute acquired skills within a Technical Support role. Works well independently, or in a group setting providing all facets of computer support including troubleshooting, installations and maintenance. Possess in-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing desk side and Remote Customer and End-User Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities are some of my attributes.

  • Installation, configuration, and troubleshooting of:
  • Windows 10, Windows 7, Windows XP, Windows 2000, Windows NT.
  • Software: Installation, upgrades, patches, and troubleshooting of:
  • SCCM, SMS 2003, Adobe Acrobat, BlackBerry, Ghost Server, Lotus Notes R5/R6/R7/R8.5, MS Exchange 5.5, MS IIS for Windows 2000, MS Office 97/2000/2002/2003/2007/2010/ 2013 and 2016. MS Project 2000/2003/2007/2010/2013. MS Visio 2000/2003/2007/2010/2013. Symantec Antivirus Corporate Edition 7.5/12, Oracle 8i/9i Client, RAS/VPN, Rational Suite Enterprise 2001.03.00, Backup Exec 8.6, Access Manager, WebLogic 5.1, 6.0, Windows 95/98/NT/XP/W7 Server/Client/2000 Server, WinZip
  • Hardware: Installation, daily/preventative maintenance, and troubleshooting of:
  • System boards, CD/DVD Drives, Hard Drives, Hubs, Laptops, Memory, Monitors, Network Cabling, Network/Local Printers, NIC Cards, Servers, Tape Drives, Video Cards, Workstations
  • Network Protocols:
  • DNS, SNMP, TCP/IP, DHCP, FTP, HTTP, SSH, SMTP, Telnet, POP, IPP, Wireless 802.11
  • Active Directory, Hubs, Operating system, WebLogic 5.1
  • Adobe Acrobat, Information Technology, Operating System, WinZip
  • Antivirus, MS IIS, Oracle 8i
  • Asset Management, Laptops, Personnel
  • Backup Exec 8.6, Laser printers, Printers
  • Book, Lotus Notes, Processes
  • Budget, Memory, Protocols
  • Cabling, Access, RAS
  • CCNA, MS Exchange 5.5, Repairs
  • CD, MS Office, Research
  • CISCO, Office, Routing
  • HARDWARE, MS Office 97, Servers
  • Computer Repair, MS Project, SMS
  • Encryption, Microsoft Windows, SMTP
  • Clients, Windows 7, SNMP
  • Client, Windows, SSH
  • Customer support, 2000, Strategic
  • DELL, Windows 2000, Symantec
  • Desktops, Windows 95, Tape Drives
  • DHCP, 98, TCP/IP
  • Disaster recovery, Windows NT, Technical Support
  • DNS, NT, Technical assistance
  • DVD, Windows XP, Phone
  • Electronics, Migration, Telnet
  • Network Cabling, Monitors, Troubleshooting
  • FTP, Enterprise, Upgrades
  • Ghost, Network Administration, Video Cards
  • Hard Drives, Network Support, Visio 2000
  • Hardware support, Networks, Vision
  • Help-desk, Network, Vista
  • HP, NIC Cards, Virtual Private Network
  • HTTP, Operating Systems, VPN
Work History
10/2013 to Current Senior Desktop Support Technician Connection | Milwaukee, WI,
  • Successfully trained over 200 employees to use new software programs and operating system.
  • Researched and composed instructional directives.
  • Network Support: Acted as first point of contact for all major technical issues, including power outages, system failures and disaster recovery.
  • Oversaw infrastructure of eight offices and acted as support for help-desk technicians and IT Department.
  • Windows Migration Performing windows 7 migrations and deployments, utilizing Zero and Lite Touch technologies.
  • Technical Support Diagnose and resolve technical hardware, company and vendor software issues.
  • Perform remote support to end users on a daily basis.
  • Management to draft and publish Security Component modification policy.
  • Contributed 'HOW-TO' processes to Information Technology ˜Run-Book™.
  • Assisted in training colleagues on Asset Management in SCCM, ServiceNow and other vendor related tools.
  • Worked on migration project of windows XP and windows 7 to Windows 10 Operating systems which also include MS Office 2003, 2010 and 2013 to Office 2016 on over 600 clients including the utilization of Zero and Lite Touch technologies.
  • Trouble shot and resolved Virtual Private Network (VPN) related issues.
  • Provide all aspects of Software and Hardware support for Blue Cross Blue Shield on laptops, desktops, IP Phones and tablets for all personnel including executives.
  • Ensure effective and accurate Asset Management of hardware and software on a daily and long-term basis.
  • Repaired components on networks including firewalls, cabling routers and Hubs.
  • Performed daily maintenance of computer systems to keep network processes fluid.
  • Documented repair processes and helped streamline procedures for future technical support actions.
01/2005 to 10/2013 Support Technician Owensboro Medical Health System | Calhoun, KY,
  • Troubleshot and resolved web application and Operating System issues escalated from customer support and other departments.
  • Worked with clients to analyze computing and network needs, and installed appropriate solutions within each organization's budget.
  • Led migration project on windows XP and Vista to windows 7 operating systems and Office 2003 to Office 2010 on over 1000 clients.
  • Strong knowledge of Remedy/Chips ticketing system •Performed security enhancements with drive and data encryption to protect organization’s assets and vulnerable data.
  • Installed and supported over 35 Microsoft Windows Servers in an Active Directory Cluster.
  • Assist in the installation, racking, and cabling of equipment •Strong understanding of TCP/IP principles and troubleshooting •Provide remote hands and eyes support for customer issues/concerns •Respond to requests for technical assistance in person, via phone and electronically •Strong ability to provide solutions through research and by using available information resources •Diagnose and resolve technical hardware and software issues •Assemble/build hardware to meet client/service order specifications •Perform remote support when required •Conducted HP, Dell, Lenovo Desktop/Laptop diagnostics, repairs and refurbishing.
12/1999 to 01/2005 Systems Analyst Alvarez & Marsal | New York, NY,
  • Developed IT strategic vision and drove key departmental objectives.
  • CCM application management server support in New England.
  • Point of Contact for New England Region.
  • Performed pc refresh for entire New England client base.
  • Served as operating system expert, providing technical support for entire region.
  • Worked with clients to analyze computing and network needs and installed appropriate solutions within each organization’s budget.
  • Designed, documented and executed maintenance procedures, including system upgrades, patch management and system backups.
  • Conducted HP, Dell, Lenovo Desktop/Laptop diagnostics, repairs and refurbishing.
  • Maintained HP, Dell, Xerox laser printers.
Expected in 1995 Certificate | Coursework in Electronics, Computer Repair and Net NEW YORK TECHNICAL COLLEGE, New York, NY, GPA:
Additional Information

Honrably completed 6 years of military service in the Jamaica Defence Force

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Job Titles Held:

  • Senior Desktop Support Technician
  • Support Technician
  • Systems Analyst


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