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Yyyyyy x. yyyyyy


0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx



IT Specialist / Manager

Help Desk Operations Customer Service Desktop Applications

Network Administration Remote & Onsite Support Project Management



         Proven skills in technical support of desktops, laptops, peripherals, hardware, and software.

         Dependably ensure high levels of customer satisfaction for hundreds of end users through proactive communication and cooperation, and able to effectively collaborate with management, peers, and clients to coordinate project success.

         Demonstrated capabilities in diagnosing and rectifying technical errors and issues, and thoroughly documenting procedures for resolution.

         Well-versed in applying back-up procedures and anti-virus products to protect vital business information.

         Extensive talents in helpdesk operations, system diagnostics, performance tuning, remote support, software training, asset management, and network monitoring to optimize business continuity.

         Bilingual (English and Cantonese) with excellent communication, interpersonal, troubleshooting, consultative, sales, purchasing/bidding, and customer service skills.

         Excel at collaborating and communicating with key stakeholders to propel continuous improvement.

         Constantly focus on optimizing system performance, reliability, security, and usability.

         Extremely well-versed in fostering cooperative relationships with customers and key stakeholders.


Professional Experience


Ropes & Grays LLC, 2017 Present

Desktop Specialist

         Provide broad-scope technical support to 700+ end users regarding desktops, laptops, network connectivity, hardware, mobile devices, and operating systems.

         Install, repair, replace, update, and troubleshoot hardware and software to maintain optimum productivity.

         Closely cooperate with enteral vendors to swiftly resolve telecom, video-conference, network, systems, and related hardware problems.


Related and Company, 2015 2017

PC Support Specialist

         Delivered comprehensive technical support including software, hardware, and office equipment such as printers and scanners.

         Documented, tracked, and promptly resolved incidents and issues, deployed software as needed via SCCM, and continuously participated in knowledge transfer sessions to optimize technical proficiencies.

         Fostered positive end user relationships and suggest process improvement opportunities to management.


A to Z Travel Inc., 2014 2015

PC Support Specialist

         Effectively provided level 1 and 2 support on desktops, laptops, printers and scanners; maintained both PC and Mac products as well as travel software and business applications.

         Contributed to driving revenue growth for agency by contacting customers regarding monthly specials, booking travel arrangements, and customizing packages according to budget and preferences.


Continued ►



Yyyyyy x. yyyyyy Page 2 of 2


Publicis Groupe / Saatchi & Saatchi, 2010 2013

Solution Advisor

         Spearheaded level 2 remote support encompassing anti-virus programs, Windows, Office, VPN, Active Directory, emails, laptops, desktops, printers, mobile devices, and basic networking.

         Demonstrated proficiency in level 1 support by performing password resets, creating and deleting user accounts, servicing Active Directory, configuring desktops and laptops, and maintaining office printers.

         Spearheaded administration of Service Now enterprise ticket management system to provide timely customer support of all requests.

         Set up A/V equipment for meetings and played an integral role in a wide range of IT projects.


Disney Worldwide, 2008 2010

Helpdesk Specialist

         Responded to, troubleshot, and resolved a wide range of issues for Disney and affiliates spanning DVC, ESPN ABC, and Disney Store.

         Processed Request for Service (RFS) / RM as needed and consistently maintained high satisfaction levels.


West LB Bank, 2005 2007

Helpdesk Specialist

         Leveraged Altiris and iMAC (Move, Add, Changes) system to efficiently manage requests from 3,000+ users at corporate office and within three regional offices.

         Provided level 1 and 2 support for issues with Windows, Microsoft Office, network, printing, lock-outs, laser and color printer, scanners, PDAs, and shrink-wrapped software.

         Maintained Active Directory, built user workstations, and set up A/V equipment for monthly meetings.


Safe Horizon, 2000 2005

Helpdesk / Desktop Support Specialist

         Supported 900+ personnel by delivering level 1 and 2 support via Service Center and remote-control software; set up new users, compiled technical documentation, and performed hardware and software testing to steer quality assurance across all IT systems agency-wide.

         Directed, mentored, and supervised team of four technicians, and conducted technical training classes.

         Prepared computer bids for users and departments in precise alignment with budget limitations.

         Rolled out more than 100 desktops and laptops within timeline including full network configurations.

         Planned and orchestrated agency rollout of MS Office (Word, Excel, Project, Access), Lotus Notes, I-Notes, Norton Antivirus, Adobe Acrobat, WinZip, desktop publishing application, and mail merge.




Microsoft Windows 7/8/10, Mac iOS, Active Directory, Exchange, Microsoft Office (Outlook, Excel, PowerPoint, Word), Office365, SCCM, SharePoint, Notes, I-Notes, Lotus Notes, Econtrol, Psync, Mobile Iron, Citrix, Adobe Suite, Magic, IQTrack , Service Now, HEAT, Bomgar, LogMeIn, GoToAssist, TeamViewer, VPN, WebEx, Citrix, iPads, iPhones, Androids, Mac, Lenovo, HP, Dell, Xerox, scanners, printers, copiers, fax machines, A/V equipment


Education & Certifications


CompTIA A+


Network +


Computer Science

City College of New York


Computer Science & Operations

Borough Manhattan Community College


Yyyyyy x. yyyyyy


0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx






















I am currently seeking a challenging career opportunity as a (INSERT TARGET POSITION) and am submitting my resume for your review. In advance, thank you for your time and consideration.


In addition to 20+ years of IT experience, I offer substantial talents in customer service, advanced capabilities in technical support, and excellent skills in system administration networking, end user relations, and desktop servicing. My sharp analytical, troubleshooting, and leadership skills would surely be fundamental to succeeding with your organization. To complement these qualifications, I offer polished communication, planning, project coordination, and interpersonal skills.


As a proactive contributor to your organization, you will find me to be a stellar leader committed to supporting you in achieving your objectives through advanced technical acumen and strong managerial aptitude. I am confident that I could be an asset to your company, and look forward to interviewing with you in the near future.






Yyyyyy x. yyyyyy




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