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Service Desk Engineer Resume Example

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SERVICE DESK ENGINEER
Professional Summary
Detail-oriented Computer Technician with 8 years of high-quality technical service experience in a large corporate environment for internal and external clients ranging from executives to end-users. Looking to provide exceptional customer service troubleshooting and repairing a full range of desktop, laptop, multifunction printers, Microsoft Office products, Blackberries and Remote Support Tools.
Skills
  • Documentation
  • Servers
  • Microsoft Exchange 2013
  • Windows Server2008
  • Windows 7
  • Microsoft SharePoint
  • Desktop and laptop repair
  • Anti-virus solutions
  • Internet setup and repair
  • File transfers expert
  • Mobile data devices installation
  • Self-starter
  • System backups
  • Data backup and retrieval
  • System upgrades
  • Network maintenance
  • Website and portal monitoring
  • Remote access technology
  • Excellent diagnostic skills
  • Website maintenance
  • SAP
  • Citrix administration
  • Active Directory
  • Large computer networks
Work History
Service Desk Engineer, 10/2015 to Current
Synoptek – Denver, CO

  • Managed high call volume with tact and professionalism.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Provided base level IT support to non-technical personnel within the business.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Managed call flow and responded to technical support needs of customers.
  • Remained up-to-date on the latest technologies and solutions applicable to company products.
  • Reviewed technical documentation and procedures.
  • Used ticketing systems to manage and process actions taken.
  • Set up PC and Apple desktops and laptops and all types of mobile devices.
Desktop Support Technician, 06/2013 to 09/2015
OmniTRAX – Denver, CO
  • Use of Active Directory for user account management Installation, maintenance, diagnosis and repair of the hardware and software computer resources, Windows 7 deployment project, Windows 7 upgrades, hands-on experience in hardware repairs such as video cards, motherboards, and hard drives in addition to a number of software programs.
  • Support is done in a Lenovo environment.
  • CRM 4.0 and 2011 testing and implementation, Sharepoint 2010 support and maintenance.
  • Executive level support including but not limited to imaging and replacing laptops and PC's, conference room setup and maintenance.
  • Support multiple sites throughout Colorado and nationwide.
  • Railroad, real estate, and gas and oil proprietary application installation and support.
  • On-call duties on a rotating basis.
  • Identified and corrected performance issues.
  • Collected data around every transaction and turned it into tools that helped users.
  • Oversaw the daily performance of computer systems.
  • Entered commands and observed system function to verify correct operations and detect errors.
  • Ensured proper installation of cables, operating systems and software.
  • Maintained records of daily data communication transactions, problems and remedial actions taken.
  • Referred major hardware and software problems and defective products to vendors or technicians for service.
  • Trained users in the proper use of hardware or software.
Service Desk Analyst, 05/2011 to 06/2013
Newmont Mining – Denver, CO
  • User Provisioning, Network printer troubleshooting, Office 2010, Active Roles, VPN support, Blackberry support, Windows XP & 7, password resets, SAP support, Active Directory experience including account and email creations, user account management and terminating end user accounts.
  • Secure ID, CA Service Desk ticketing system, Citrix, Remote Desktop use.
  • Provided after-hours support for applications and project efforts when needed.
  • Implemented new services into production.
  • Collaborated with other offices and territories to plan and implement new technology.
  • Ensured proper release and maintenance of all systems.
Service Desk Analyst, 11/2010 to 05/2011
Lockheed Martin – Denver, CO
  • Share-point, Windows XP, 7, Office 2007, VPN, Priority management by severity level, Phone/chat/email support, Remedy ticketing system, RDP, SCCM for software installation, Active Roles, RSA secure ID.
  • Escalated unresolved issues to appropriate level.
  • Evaluated and conducted technical and functional research and analysis.
  • Trained users in the proper use of hardware or software.
  • Followed internal procedures for change management, incident management and escalation.
Owner - Computer Tech, 03/2010 to 11/2010
Computer Solutions Lakewood, Co
  • Networking, Virus Removal, Remote support, Cabling, Desktop support, Accounting, Management, Marketing.
  • Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
  • Repaired and replaced hardware.
  • Installed system software, including Microsoft related and propritary, depending on the clients needs.
  • Ordered necessary supplies and parts to repair malfunctioning hardware.
  • Restored data, operating systems, files, documents and drivers.
  • Maintained accurate hardware and software inventories.
  • Set up and configured hardware and software on company equipment.
  • Set up equipment for employees, including installing cables and hardware.
  • Resolved virus and malware issues with a 100% success rate.
Forklift Operator, 08/2004 to 04/2009
US Warehouss – Denver, Co
  • Loaded products onto trailers for delivery.
  • Processed multiple shipments per shift.
  • Loaded and unloaded pieces into boxes for shipment.
  • Moved freight, stock and other materials to and from storage and production areas and loading docks.
  • Received, stored and shipped goods and materials.
  • Cleaned and maintained the warehouse in compliance with OSHA safety standards.
  • Stocked, staged and transported goods.
  • Operated forklifts and other heavy machinery safely.
  • Unloaded cargo from truck with hand trucks and pallet jacks.
  • Operated PC and RF-based computer systems with a high level of accuracy.
Financial Aid/Registration Rep, 07/2002 to 06/2004
Denver Public Schools – Denver, CO
  • GED assessments, Office admin.
  • Recommended student promotion and retention.
  • Developed, administered and graded tests in order to evaluate students' progress.
  • Communicated with peers, colleagues, administrators and parents to meet and exceed teaching goals.
Education
High School Diploma: Emily Griffith Opportunity School -
Bachelor of Science: Criminal Justice/ Computer Information Systems, Current
Metropolitan State College of Denver - Denver, CO
IT
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Resume Overview

Companies Worked For:

  • Synoptek
  • OmniTRAX
  • Newmont Mining
  • Lockheed Martin
  • Computer Solutions Lakewood, Co
  • US Warehouss
  • Denver Public Schools

School Attended

  • Emily Griffith Opportunity School
  • Metropolitan State College of Denver

Job Titles Held:

  • Service Desk Engineer
  • Desktop Support Technician
  • Service Desk Analyst
  • Owner - Computer Tech
  • Forklift Operator
  • Financial Aid/Registration Rep

Degrees

  • High School Diploma :
    Bachelor of Science : Criminal Justice/ Computer Information Systems , Current

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