Desktop Support Technician Resume Providence, RI - Hire IT People

SUMMARY

Provides superior customer service when performing teh troubleshooting of PC hardware, software, applications and network problems to meet customer needs.
Local and remote connections achieved using Dameware and TeamViewer to resolve reported computer performance issues or assist with requests.
Prioritize ServiceNow tickets based on impact to customers and escalated as necessary.

TECHNICAL SKILLS

Hardware: HP and Dell PC’s, external components, network printers, document scanners, medical devices, mobile devices and Cisco phone support.

Software: Windows 10, Windows 7, MS Office suite, Cisco Jabber, Teams, ServiceNow, Various Web Browsers, Active Directory Manager, Bomgar, WiFi, MFA, RSA and Cisco VPN Client for remote access.

PROFESSIONAL EXPERIENCE

Confidential, Providence, RI

Desktop Support Technician

Responsibilities:

Performed local troubleshooting of IT hardware, software and peripheral hospital equipment.
Reimaged computers, installed printers and replaced equipment including scanners, keyboards and others as needed.
Installed Office suite and other requested software using SCCM and standard department procedures.
Performed Active Directory functions such as granting scanning permissions or renaming computer.
Assisted users of all skill levels with logins, WIFI and computer functionality.

Confidential

Helpdesk Analyst

Responsibilities:

Responsible to assisting doctors and nurses with urgent troubleshooting of hardware and software issues for 17 hospitals across 5 states.
Assisted with local and remote connectivity problems, application password resets, Office application and wifi issues.
Calls or online tickets recorded in ServiceNow were resolved asap or escalated to next level support.
Active Directory was used to check permissions and reset passwords across multiple domains.

Confidential, Smithfield, RI

Desktop Support Migration Technician

Responsibilities:

Backed up old pc files to server and transferred necessary files to new Confidential tablets. Reimaged new Confidential PCs.
Required software was installed. Completed setup by testing various applications such as Cisco VPN, Skype and Outlook to mirror previous setup.
Confirmed wifi connectivity. Packed and shipped pc to customer on same day to comply with 1 day turnaround time.

Confidential, Johnston, RI

Sr. IT Helpdesk Support Analyst

Responsibilities:

Responded to halpdesk calls for internal support in a large call center supporting over 150,000 employees.
Strove to meet overall performance goals for average call handle time and first call resolution.
Applied appropriate priority for ticket assignments to set expect service level agreement and to remain customer focused.
Manager ServiceNow tickets received by phone, online portal and email.
Followed detailed instructions from noledge base and support staff to meet or exceed established service level agreements and customer demands.
Delivered clear and accurate documentation in teh ServiceNow call tracking system.
Reacted to call volume trends and escalated high impact issues to incident management as required.

Confidential, Norwich, CT

Helpdesk Support Analyst

Responsibilities:

Primarily responsible for accurately documenting tickets, troubleshooting and resolving application and systems issues to meet customer’s expectations.

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Desktop Support Technician Resume

Providence, RI

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