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sr desktop support engineer field resume example with 10+ years of experience

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

Dynamic and resourceful desktop support professional, recognized for top technical support performance in a variety of desktop operating systems, hardware components and IT network peripherals. Career Profile Providing technical hands-on capabilities with: installation and configuration, remote monitoring, help-desk customer service tech support, maintenance and troubleshooting.

Skills
  • Resolving Problems and Incidents
  • Help Desk Support
  • Issue and Resolution Tracking
  • Customer Service Support
  • Technical Troubleshooting
  • Collaborative Team Player
  • Documentation Development
  • Defect Analysis and Resolution
  • Verbal and Written Communication
  • Troubleshooting Network Issues
  • Problem Solving
  • Remote Technical Support
  • A+ Certification
  • Software Release and Rollout
  • Network+ Certification
  • Hardware and Software Configuration
  • Computer System Diagnostics Software
  • User Training
  • Adobe Creative Cloud
  • Mobile Device Repair
  • System Configuration
Education
Benjamin Franklin Institute of Technology , Expected in Associate’s Degree : Computer Technology - GPA :
, Expected in Comptia A+ Certifications CompTia Network Plus Certifications Learning Tree International Essentials of Cloud Security Management Microsoft Technology Associate Certifications : - GPA :
Work History
Prosper Marketplace Inc - Sr Desktop Support Engineer Field
Phoenix, AZ, 11/2018 - Current
  • Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
  • Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Provided authorized users with technical support and advice regarding proper use and functionality of equipment.
  • Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
  • Identified scope of problem and provided operational and technical assistance to remedy.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Leveraged ticket tracking system to prioritize, track and document problem resolutions and notify customers of issue status.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Performed encryption, firewalls and patch management to implement and maintain system security.
  • Configured hardware, devices and software to set up work stations for employees.
  • Configured and installed computer systems for other sub-organizations.
Raytheon Technologies Corp - Senior Desktop Support Engineer
Morrisville, NC, 01/2014 - 11/2018
  • Installed, configured, and maintained the functionality of company desktop systems, together with peripheral appendages and software
  • Provided computer system support for both staff and customers Installed or advised installation of upgrades to prevent malfunctioning
  • Reset passwords for VPN, Exchange, AD Local Domain PC and, other legacy systems Provide first line of support for service desk inquiries with resolution Setup new user workstations network drives printer scanners and Users profile setup install and support mobile devices tickets issue, Escalate tickets to Management for resolution Build or rebuild new and old computer and Laptop using Ghost images tools and PGP encryptions Ensure all computers, notebooks, and devices meet the Commonwealth’s requirements manage the equipment loans to end users and ensure equipment is up to date
  • Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
  • Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
Bdo - Desktop Support Specialist
San Jose, CA, 01/2013 - 01/2014
  • Direct end user support and user training, Recommend updates to new cellular technologies
  • Documents resolutions to recurring problems and supports issues
  • Administration and maintenance of email, data backups, network, wireless devices and other corporate IT related items and productivity tools
  • Install and configures Computers, Monitors, Network infrastructure and peripherals Printers scanners
  • Plan, implement and support corporate IT security and policies, and Maintain existing and develop new vendor relationships
  • Maintenance of all security and access rights on the local network devices
  • Assist with the planning, design, research and purchase of new or upgraded hardware and software
  • Work with various departments to implement IT solutions for their business
  • Knowledge Active Directory, Ctrix Administrator, Dell Kace Management center, Network Printers
  • Research equipment and software, and recommend purchases
  • Rovides technical, non-routine installation, optimization, and maintenance of network hardware and software (servers, operating systems, storage devices, hubs and switches, and end-user equipment)
  • Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
FCM Travel Solutions - Desktop Support Technician
City, STATE, 01/2012 - 01/2014
  • Resolved escalated technical issues forwarded from the Helpdesk group
  • Helped users troubleshoot, diagnose, document, and resolve technical issues regarding
  • Windows XP Professional, Windows 7, MS Office, Outlook, Internet connections, Network
  • Diagnosing troubleshooting and repair your user hardware and software system, Setup home users and remote offices
  • Reimaged and deployed new laptop/desktop to all users with Windows 7
  • Used Ghost imaging tool to clone desktops and laptops
  • Active Directory, create user account, security permissions, daily monitoring of system event logs
  • Maintenance of all security and access rights on the local network devices
  • Monitor disk utilization pertaining to data sets, file storage capacities, and data flow
  • Monitor daily logs to determine the most suitable method for data analysis
  • Coordinate activities with the Infrastructure Supervisor to ensure program standards
  • Learned and implemented new software testing procedures.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Worked with various systems, software and peripherals and various types of games.
Languages
Spanish :
Professional Working
Negotiated :
Portuguese :
Negotiated :
English :
Full Professional
Negotiated :

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Resume Overview

School Attended

  • Benjamin Franklin Institute of Technology

Job Titles Held:

  • Sr Desktop Support Engineer Field
  • Senior Desktop Support Engineer
  • Desktop Support Specialist
  • Desktop Support Technician

Degrees

  • Associate’s Degree
  • Comptia A+ Certifications CompTia Network Plus Certifications Learning Tree International Essentials of Cloud Security Management Microsoft Technology Associate Certifications

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