- W 3951 California St Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * abc@xyz.com

IT Field/Desktop Service Management

Qualifications Profile

    Self-assured and results-driven technical service professional xxxxxxth more than 10 years providing high-performance customer service and IT operations management support in technology solutions, manufacturing, and staffing sectors.

-    Proven dedication to process efficiencies in IT service operations management xxxxxxth focus on desktop and remote technical maintenance of hardware and software systems.

-    Detail-oriented, analytical and methodical xxxxxxth critical thinking to diagnose and resolved complex desktop and network issues, even under stress.

    Well-organized and resourceful xxxxxxth multitasking and prioritization skills that optimize limited resources to achieve outstanding results, xxxxxxth or xxxxxxthout supervision.

    Excellent interpersonal communication skills that create productive working relationships xxxxxxth system users, IT suppliers, and project stakeholders, fostering teamwork synergies in achieving shared commitments.

Professional Experience

    Provided tier-two level support for all of the technologies deployed xxxxxxthin areas of responsibility, monitoring and configuring systems to achieve optimum performance levels, serving on-call evening and weekends requests for technical assistance, while ensuring data integrity by evaluating, implementing, programming and/or managing appropriate software and hardware solutions.

    Documented and maintained asset inventories, administering system security, system access, virus management, and security patch management, and coordinating vendor warranty support and 3^rd party maintenance and repairs.

    Collaborated xxxxxxth EVHC IT, operations management and field staff to provide overall system maintenance, performing installation, configuration and deployment of desktop/laptop computers and peripherals, including , phones, and cabling for LANs and telecommunication devices at offices and remote operations centers.

    Provided technical support of PC software products (word processing, spreadsheets, email, graphics products, communications software, etc.).

    Developed and maintained a comprehensive OS hardware and software configuration database/library as well as supporting maintenance documentation, revising technical procedures as needed for process efficiency.

    Assisted xxxxxxth procurement processes covering requisition tracking, receiving, shipping, and inspections.

    Coordinated and conducted end user training sessions as needed.

    Monitored helpdesk database and responded to user requests for technical assistance xxxxxxth established timeframes, providing 2^nd second level for assigned desktop applications.

    Provided preventative maintenance and demand hardware repairs of computing resources, updating supported applications and OS xxxxxxth regular patches, and coordinating xxxxxxth 3^rd party vendors on hardware deliveries, warranty repairs, and hardware replacements as needed.

    Assisted in conducting industry and technology research, ensuring that all hardware are at par xxxxxxth current technology standards, and recommending relevant applications that support system security and data integrity.

    Maintained desktop images, modifying as needed to accommodate differences in hardware platforms.

    Assisted in managing inventory, ensuring availability spare parts and substitutes for fast repair turnarounds.

    Assisted xxxxxxth new system rollouts, upgrades and office moves, communicating project and problem status to all stakeholders, documenting all assigned work for future reference, and processing documents for disposal of obsolete computing resources in accordance xxxxxxth hospital regulations and procedures..

    Provided daily technical support to users, configuring new installs, setting up xxxxxxred and xxxxxxreless LAN connectivity, and resolving technical issues xxxxxxth desktop computing and network resources..

    Conducted imaging of new pc s using Symantec Ghost including setup of new images.

    Performed onsite technical services such as removal of old pc s and documenting for disposal, installation of new pc s and all peripherals including cabling, restoring backups, and installing software, drivers, and security apps

- W 3951 California St Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * abc@xyz.com

Professional Experience (continued)

    Provided local and remote support to a diverse group of end-users including doctors, chiropractors, dentists and banks in resolving desktop, network, and system issues.

    Saved as a member of a network team handling inbound calls and trouble tickets, performing Xxxxxxndows installations utilizing Novell ZenWorks, executing printer configuration and support for desktop and network printers, and troubleshooting/repairing Dell and HP desktops and laptops, including warranty service calls to IT vendors/suppliers.

    Served as a member of a network team providing customer services in handling calls from a diverse group of over 1000 end-users in managing and troubleshooting broadband connectivity.

Education & Credentials

UNIVERSITY OF XXXXXXSCONSIN Green Bay, XXXXXX (2006)

Technical Skills

    OS: MS Xxxxxxndows 2000/2003 Server, Xxxxxxndows 9x/NT/2000/XP/Vista/Xxxxxxn7/Xxxxxxn10 workstation

    Enterprise Technologies: Novell ZenWorks | Norton Ghost | Acronis True Image | MS SharePoint | Service Now

Professional Training & Certifications

    MS Certified Desktop Support Technician | MS Certified Professional (MCP)

    Certified Customer Support Specialist | Certified Helpdesk Analyst , Helpdesk Institute

Professional Development

    Supporting Users on Xxxxxxndows XP Operating Systems | Supporting Users Running Apps on Xxxxxxndow XP OS

    Help Desk Analyst Customer Support Specialist | CompTIA A+ Core PC Hardware Fundamentals

    CompTIA A+ PC Operating Systems Fundamentals | CompTIA Network+

    Managing a Microsoft Xxxxxxndows Server 2003 Environment