It Desktop Support Resume Samples

IT Desktop Support

• Mitigated site risk downtime and reduced thousands of dollars in out-of-band penalty costs by improving connection reliability for over 25 sites (HQs, DCs, RCs, HCs,) across US, CA, and Latin America.
• Reduced avg. Service Catalog PC deployment time from 2 months to within a few days while also condensing repair process turnaround time to 1 to 2 days.
• Provided support to over 800 corporate employees and remote support to 1,500 field users across North America.
• Assisted global network team with internet service inventory and provided cost/speed analysis.
• Designed a flowchart which detailed how to improve Service Catalog processes for the Western Hemisphere.

IT Desktop Support Lead

Provided exemplary support to all levels of employees, including executives.

• Created and maintained our department Confluence Wiki page. The wiki is used as a reference page for our department's service desk team, to have quick and easy access to important documentation.
• Acted as a Building Lead during the email migration to eBay's mail systems. Assisted employees with configuring their Outlook client, and make sure mail was being received properly.
• Created self-help instructions to fix simple IT issues reducing Help Desk calls by 20% and improved user satisfaction survey results by 30%
• Created a Sharepoint site to facilitate access to self-help materials and provide version control

IT Desktop Support

Responsible for loading MS XP image and anti-virus software, unlocked and reset user accounts, maintained Ghost Image

• Supported A/V administration, troubleshoot desktop/laptop systems and network issues
• Provided day-to-day technical support for networked and in-house desktop/laptop systems
• Managed Track-It Help Desk Application used to input trouble tickets and run Crystal Report
• Created user accounts, MS Outlook in Active Directory for new hires

IT Desktop Support Analyst

Provided computer Technical Support to over 60 users in a Microsoft XP environment

• Installed, maintained application software, including Symantec Antivirus
• Installed, configured, maintained, administered local and network printers
• Performed software updates, hardware upgrades
• Performed Asset Inventory

Sr IT Desktop Support

Handled high priority calls and resolved within a 3 hour time frame

• Achieved average Customer Feedback score of 5.0/5.0 YTD through July 2013.
• Managed office equipment moves, (led team, planned and executed moves, disassembling desktop equipment, and reassembling at new location)
• Performed daily system monitoring of customers' equipment, verifying the integrity and availability of all hardware and networked systems
• Maintained detailed records of equipment inventory in asset management system
• Managed network-related issues
• Installed local and network printers
• Worked regularly with the security team to investigate missing equipment.

It Desktop Support Technician

Transition email and calendar project from Thunderbird and Oracle to MS Outlook email and Calendar on-time, within budget, and with all requirements met to the client's satisfaction

• Delivered knowledgeable and qualitative support, including problem resolution, new profile development, and equipment distribution (laptops, keyboards, etc.) using Remedy ticketing system
• Changed client settings for Exchange Server and IMAP. Fixed PST and OST files.
• Performed system backups for mapped network and thumb drives.
• Encrypt computers manually. Trained end users on VPN connections. Imaged new computers
• Assigned specifically to work with Vice-Presidents and executives so as to ensure that their IT issues are resolved professionally and on time.

IT Desktop Support Administrator

Troubleshoot hardware and software, Microsoft, basic Linux and resolved issues in a timely manner.

• Provided Networking support for Cisco Routers and Switches.
• Documented all internal site hardware/software/networking protocols.
• Managed a network that consisted of twelve PCs, two switches, and two routers, maintaining a high level of productivity.

IT Desktop Support Consultant Various

Implemented company policies, technical procedures and standards for preserving the integrity and security of data.

• Performed Generalized break-fix for all technical equipment using TCP/IP, diagnostics and reimaging.
• Consistently met deadlines and requirements for all production work orders.
• Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.
• Aided in Windows 7 rollout.
• Performed new user creation and end user terminations as well as permission changes to user accounts using Active Directory and GPO's.
• Created update packages using batch scripting with Altiris.

IT Desktop Support

• Oversaw the daily cases of the desktop support technicians to ensure that issues were acknowledged and resolved in a timely manner, which met and/or exceeded the service level agreement.
• Provided technical troubleshooting advice to team members.
• Addressed and/or resolved escalated issues.
• Provided regular reports to the desktop supervisor regarding technical problems, suggestions and solutions.
• Ensured a good line of communication with both upper management and team members.
• Created and maintained documentation of different procedures and processes.

IT Desktop Support Associate\it Team Lead

Created and maintained user accounts in a windows environment using Active Directory

• Managed a group of five IT interns
• Facilitated the roll out of new Microsoft products
• Deployed and configured new HP computers and printers, handhelds, and any other computer or peripheral equipment
• Responsible for backup and tape rotation for all HP servers on site
• Provided phone support for our outside sales group, which included troubleshooting HP laptops, blackberry's and cellular telephones both on the network and through VPN access