sr desktop support technician resume example with 4+ years of experience

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

Attentive Sr. Desktop Support Technician with 7+ years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means. Mentoring and supervising student workers and IT interns.

  • Fielded helpdesk requests, created IT documentation for problems/resolutions
  • BYOD and Android/IOS Diagnostics
  • Basic networking skills
  • Microsoft (Certified)
  • Excellent verbal and written communication skills
  • Customer Service soft skills
  • Extremely organized
  • Anti-Virus solutions
  • Administered users accounts in Active Directory
  • Manage updates on servers
  • Server administration experience desirable
  • Resolved various technical problems ranging from PC's, hardware, software, network printers
  • Entry-level knowledge building, configuring, patching, upgrading and troubleshooting of physical and virtual Windows servers (rack mounts/blades, and VMs)
  • Office 365/Windows 10
  • Microsoft Office (2007, 2010, 2012, 2013,2016)
  • A+, Inventory and management, Project management, VMs
  • Active Directory, Inventory, Protocols, VPN
  • Anti-Virus, LAN, QA, WAN
  • HTTP, PC's, Troubleshooting
  • Imaging, Printers, Upgrade
  • Asset management, Mac, Repairs, Written
  • Backup, Director, Reporting, Written communication skills
  • Basic, Microsoft Certified Professional, Research
  • Cisco, Microsoft Certified, Safety
  • Citrix, MCP, Servers
  • Oral, Exchange, Scripts
  • Hardware, Microsoft Office, Software installation
  • Computer hardware, Office, SSL
  • Continuous improvement, Windows 7, System Administration
  • Customer Service, Windows, System Administrator
  • Desktops, Works, TCP/IP
  • DHCP, Enterprise, Desktop Support
  • DNS, Network printers, Technician
  • Documentation, Networking, Telecom
  • Drivers, Network, Telephone
  • Email, Operating systems, Phones
  • Firewall, Operating system, Telephones
  • Help Desk, Organizational, Troubleshoot
  • IDS, Policies, Upgrades
  • Information security, Processes, Upgrading
Work History
02/2019 to 08/2020 Sr. Desktop Support Technician A Place For Mom | Stamford, CT,
  • Mac OSX, iPad, iPhone •Entry –level DNS, DHCP, Email, HTTP, SSL, TCP/IP protocols and applications •SCCM (created and pushed packages to machines), Citrix, Group Policy (checked GPO on local machines and network connected machines) •VPN experience •Entry –level firewall, IDS/IPS, VMware knowledge and information security best practices.
  • Manage backup and storage •System Administration experience would be desirable •Installed, tested and troubleshot local and network printers •Entry-level Knowledge of creating PowerShell scripts to help with day to day management of Active Directory and Exchange inboxes, Drafts policies and procedures covering Help Desk operations and maintains metrics.
  • Mentors other help desk staff.
  • Participates in on-call support rotation.
  • Serves as subject matter expert (SME) for help desk systems, desktop software, desktop security, device imaging, mobile devices and other systems as assigned.
  • Performs user/computer/email administration and maintenance in Active Directory.
  • Provides point-of-contact support for PCs, printers, mobile devices, and standard software.
  • Provides project management for hardware and software rollouts and upgrades.
  • Receives & responds to all IT requests.
  • Creates and tracks help desk tickets for all requests requiring IT resources.
  • Troubleshoots problematic situations dealing with installation, upgrade or maintenance of various hardware/software systems, as required.
  • Determines root cause for incidents.
  • Performs software installations, configuration, upgrades, and repairs.
  • Performs QA functions for system backups and other automated processing.
  • Oversees patching of desktops and designated servers as delegated by System Administrator.
  • Trains staff on usage of computers, standard software, telephones and voicemail.
  • Maintains accurate software, hardware, and telecom inventories.
  • Performs special projects as required and other duties as assigned.
  • Participates in professional activities, and continuing education opportunities to maintain technical expertise and continuous improvement of processes and systems.
  • Interprets a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Works effectively in both individual and group environments and within a project framework.
  • Acts as company liaison to vendors and end users of system hardware and software to report and resolve problems.
  • Communicates all relevant information effectively to all staff whose activities or assignments may be impacted.
  • Complies with all IBC safety policies and procedures.
  • Follows universal precautions and protective measures required by IBC and outside regulatory agencies.
  • Incumbent may be exposed to blood or body fluids or be in areas which contain these items.
10/2017 to 01/2019 Desktop Support Consultant Cambria | Minneapolis, MN,
  • Configure desktop for end users.
  • Support technology assignments given from IT Director that may include Microsoft technology, Cisco technologies, specific line of business applications, system management, and deployment.
  • Other items may be assigned according to business needs and directives.
  • Install, configure, and manage VDI (virtual desktop infrastructure).
  • Assist end user and/or other team members with escalated help desk tickets.
  • Work in collaboration with all team members to ensure completion of support request and tickets.
  • Create detailed documentation of systems configurations and set up.
  • This will include updating as the setup changes or is modified.
  • Responsible for installation and response to Anti-virus and malware threats detected on systems.
  • Apply security patches, software updates, and deployments as directed by change control process.
  • Ability to work after hours and on weekends to troubleshoot and do required maintenance on technology.
  • Act as first response to system monitoring alarms and escalating when necessary.
12/2015 to 10/2017 Desktop Support Technician Carrington Mortgage Services | City, STATE,
  • Install, update, and repair personal computer hardware and software systems.
  • Recommend, maintain, and implement desktop solutions in support of organizational business needs.
  • Perform all duties in accordance with the company's policies and procedures.
  • Support, troubleshoot, research, and resolve computer hardware and software problems related to installations, operating system and application installations, network, hardware deployment and recovery, and installation and upgrade of new and existing computer equipment.
  • Determining the root cause, developing solutions, and owning the issues through resolution Build, configure, and modify workstations and images, including installation of operating systems, applications, and company-specific files; configuring security settings; adding hardware drivers; and updating/patching operating system/applications.
  • Configuration and deployment of Windows 7/10 and other platforms.
  • Build and modify software installation packages, including customizing application components, inputting company specific details, and testing custom install packages.
  • Perform maintenance tasks and configuration with desktop management software tools, including software updates and patches, remote control tools, application inventory and management, inventory reporting, imaging computers, and IT asset management.
  • Establish and maintain user accounts and passwords in accordance with company information security guidelines.
  • Manage enterprise software inventory system to track and distribute company approved software programs and updates.
  • Telephone setup and deployment including moves, adds and changes, as well as mobile phones.
  • Perform other duties as assigned.
Expected in 2018 to to B.S. Bachelor of Science | IT - Networks Administration , , GPA:
Microsoft Certified Systems Administrator (MCSA Server 2012), Microsoft Certified Professional (MCP) CompTIA Project+, CompTIA Security+, CompTIA Network+, CompTIA A+ Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified IT Professional (MCTIP) Microsoft Certified Technology Specialist (MCTS)

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Job Titles Held:

  • Sr. Desktop Support Technician
  • Desktop Support Consultant
  • Desktop Support Technician


  • B.S. Bachelor of Science

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