Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
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.
Skills
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 08/2020Sr. Desktop Support TechnicianA 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 01/2019Desktop Support ConsultantCambria | 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 10/2017Desktop Support TechnicianCarrington 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.
Education
Expected in 2018B.S. Bachelor of Science | IT - Networks Administration, , GPA:
Certifications
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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