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Desktop Support Level 2 Resume

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Waterbury, CT

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SUMMARY

  • IT Professional with extensive experience installing, supporting and troubleshooting PC hardware, software, and networks.
  • Hands - on IT / Computer Site Support Technician with broad-based experience providing excellent technical support while delivering top-level customer service.

TECHNICAL SKILLS

Server & Client OS: Windows (2000, 2003, 2008, 2012, 2016) (XP, 7, 8, Windows 10)

Hardware: Servers, Desktops, Laptops, Printers, Scanners, Tablets, Battery Backups, Switches, Routers, Android, Iphone

Applications: MS Office Suite, MS Office365 (MFA) SCCM, Symantec BackupExec, Endpoint Protection (SEP), Outlook, Lotus Notes, Virtualbox, Smart Deploy

Network Technologies: LAN, DSL, Cable Wi-Fi, VPN, TCP/IP, DHCP, DNS, WINS, Subnets

Protocols: Active Directory, Group Policy, NTFS File Shares and permissions

Remote Access Tools: Dameware, Remote Desktop, Bomgar, LANDESK, Teamviewer

Ticketing Systems: Service Now/ITSM, Remedy, Zendesk, Track IT

PROFESSIONAL EXPERIENCE

Confidential, Waterbury, CT

Responsibilities:

  • Video Teleconferencing, Created Confidential Hearings/Meetings via MS Teams
  • Start and monitor web live streaming of hearings for public access.
  • Software installs and troubleshooting, reimaging of laptops other various duties.

Confidential, Middlefield CT

Desktop Support Level 2

Responsibilities:

  • Support end users with software issues, MS Office 365, Dashboard, etc.
  • Setup, Configuration of new assets, workstations, laptops, printers, tablets, Windows 10 OS.
  • Managed, Create user accounts such as passwords, file access privileges, via Active Directory.
  • Configure local and group policies for access to files directories and network applications.
  • Assign and configure DHCP reservations for network printing, troubleshoot printer issues.
  • Utilize Zendesk ticketing system to track all problem issues and requests.
  • Responsible for maintaining additional IT assets as well as the proper removal of old assets.

Confidential, Stratford, CT

Desktop Support

Responsibilities:

  • Transition project of UTC to Lockheed Martin of assets and systems
  • Conversion and support of user email accounts, Active Directory, Wireless
  • Break/Fix of applications, virus and disk encryption software, reimage of assets to new image.

Confidential, Danbury, CT

IT Support Specialist

Responsibilities:

  • Maintain, Analyze, Troubleshoot software, and computer peripherals.
  • Imaging of desktop, laptop, and mobile computers. Setup and configure all HW/SW.
  • Assist in multiple projects, at onsite and offsite locations.
  • Provide support to end users, in person and via LANDESK Remote control.
  • Ensure all tickets requiring follow-up work and/or call are resolved.
  • Active Directory for User creation, groups, and security permissions.
  • Break fix of Xerox, Ricoh, HP and Zebra printers, to component level.

Confidential, East Hartford CT

PC Support Tech 2

Responsibilities:

  • Upgrade of PC's to Windows 7, using customized Images, and Data Migration tools.
  • Provide Level 2/3 helpdesk support for this project, using Bomgar Remote Services, Remedy

Confidential, Shelton, CT

Desktop Support Tech

Responsibilities:

  • Respond to help desk calls, analyze and prioritize problems.
  • Use problem management database to document problem histories and resolutions.
  • Communicate with clients to inform them of problem resolution status, scheduled downtimes, global problems, and other relevant information.
  • Provide advanced support for laptop configurations and remote access connectivity issues
  • Troubleshoot hardware and software issues, work with vendor warranties and managed HW service calls

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