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Desktop Support Specialist Resume

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Elmhurst, IL

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Objective: To attain a position as Technical Support Specialist, Help Desk Technician

Skills:
15 years of experience working in a Helpdesk/Desktop support environment.
Exceptional customer service skills.
Excellent communications and interpersonal skills.
Microsoft Windows 98, 2000, ME, XP, Vista
Microsoft Office 2000, 2003, 2007
Web Browsers (Internet Explorer 6-8)
Knowledge and troubleshooting experience in these areas: PC, Windows, hardware installation and configuration; desktops, laptops, PDA devices, printers, remote access services, backup of data, recovery of data.
Knowledge of imaging and deployment of machines

2008 –2010
Desktop Support Specialist 2nd Level
Confidential Elmhurst, IL
Provided 2nd level support for 300+ clients in troubleshooting systems
Analyzed, investigated and resolved computer software and hardware problems.
Responded to users request for technical assistance through either telephone or on-site.
Maintained work record through (Assyst) ticket based tracking system.
Performed Installs, moves or removal of equipment as requested by user.
Escalated and coordinated problems to level 3 or vendor resources when required.
Provided user training on simple system access and usage.
Performed on-site visits to remote locations to resolved outstanding issues.
Assisted by answering English/Spanish incoming calls to the service desk when needed.
Supported Blackberries, PDA’s, phones and broadband cards.
Reset of passwords using Active Directory
Participated in technology projects and quality assurance testing.

2006 -2008
PC Technician
Confidential Wood Dale, IL
Laptop/Desktop Troubleshooting/Repair.
Warranty verification.
Parts ordering.
Setup and delivery of audio visual equipment.

2005 – 2006
PC/IS Technician
Confidential Grove, IL
PC/Printer repair.
Greet customers at check in.
Listen to problems with their equipment and suggest proper action for repair as well as upgrades. In home PC Delivery and network installation.
Monthly in-house equipment maintenance and repair
Maintain proper documentation using Remedy software

2004 – 2005
Electro medical Device Technician
Confidentiall Cary, IL
Provided solid support of technical needs via multiple medias.
Highly skilled repair of laptop and desktop PC’s interfaced to medical equipment.
Created installation manuals and maintained statistics on customer equipment and software. Continuously advised and generated ideas on product and quality improvements.
Provided strong technical assistance to associates to enhance productivity.
Redesigned and built specialized electronic test equipment

1999 – 2002
Technical Support Technician
Confidential, IL
Provided technical phone support to 1200 local and regional users.
Created installation and support documentation for custom applications.
Assisted during migration from Windows 9x to Win 2000 and Exchange E-mail.
Upgraded and installed hardware and software on a regular basis.

Education

Certifications
2009-2010
Dell Certified Technician Desktop/Laptops
MCP Microsoft Certified Professional
A+ 2009 Training Program

2008
Lenovo Training Desktop, Mobile systems. Warranty Basics.
HP on line classes. Windows Vista and XP.

October, 2001
N.I.U Naperville, IL Campus
Network + Certification Program
Outlook 2002, Intro, Intermediate and Advanced.

March, 1998
A+ Certification.

Languages
Spanish
English

Awards
Internal Fellowes Customer Service Award (1994)
Perfect Attendance Award for 10 consecutive years
Top Service Technician Award (2005)

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