Desk Support Resume Sample
Arvel Corkery
468 Wiegand Islands,
Houston,
TX
+1 (555) 746 8736
Work Experience
Equities Middle Office Desk Support
12/2016
-
PRESENT
Phoenix, AZ
- Excel data sheets manipulation and analysis (including formulas and tables)
- PowerPoint presentation drafting and knowledge
- Attention to detail and teamwork
- Excellent English written skills
- Maturity and experience in dealing with various parties
- Excellent organisation skills and deadline management
- Experience in an Information Technology service role supporting Windows-based environments
- Daily support and assistance to lines of business
IT Help Desk Support
04/2013
-
10/2016
Dallas, TX
- Internal business partners to consult/ advise/ service in the delivery of key accountabilities such as Risk Management, Trade Supervision, Canadian Audit Division and Corporate Compliance
- Provide information to team members and/or manager, and advise internal business partners and peers
- Analyse and resolve problems in accordance with service level agreements, escalating when necessary
- Provide IT support for the global staff, utilising ServiceNow to manage your work load
- Provide troubleshooting and configuration support for client desktop and networking environment
- Ensure allNew Hire andExit processes for local offices are met on time and up to standard
- Liaise with Global IT Support in Austin, Reading and San Diego to implement best practices
- /7 Support provided from all the three regions (EMEA, APAC and AMER combined)
- Perform root-cause analysis, doing what is necessary to prevent problems from recurring
Desk Support Engineer
09/2010
-
10/2012
Philadelphia, PA
- Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems
- Investigate and implement ways of reducing calls and case volume to the Service Desk
- Document procedures, corrective actions, and update knowledge base system
- Keep peers and management informed of trends, significant problems, and unexpected delays
- Keep customers informed of global problems, scheduled downtime, and open tickets
- Stay up-to-date with both technical and interpersonal training to ensure sharp knowledge and skill set
- Log, track, resolve, dispatch, and reroute calls via a customer management system
Education
Waynesburg University
2005 - 2009
Bachelor's Degree in Computer Science
Professional Skills
- Strong written and verbal communication skills, strong customer service focus
- Proven skills in troubleshooting and resolving problems with a large-scale IT distributed system
- Strong Windows XP/7 and PC Hardware installation and troubleshooting skills
- Strong Windows 7-10 and PC Hardware installation and troubleshooting skills
- Strong Mac OS and Hardware installation and troubleshooting skills
- Prior experience in a similar role and Equity Financing Securities Lending or Synthetics desk
- Advanced Excel (Pivot tables, Macros), MS Access/SQL Language with an intermediate understanding of databases, inclination to learn new IT Skills like Qlikview
How to write Desk Support Resume
Desk Support role is responsible for troubleshooting, customer, hardware, mac, training, windows, reporting, credit, securities, database.
To write great resume for desk support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Desk Support Resume
The section contact information is important in your desk support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Desk Support Resume
The section work experience is an essential part of your desk support resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous desk support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular desk support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Desk Support resume experience can include:
- Excellent computer skills and experience with MS Office, with proven expertise in PowerPoint and EXCEL required
- Professional administrative experience, preferably in sales/marketing environment
- A good understanding the Microsoft Office 2016/O365 Suite
- 4 -6 yrs of enterprise Help Desk experience
- Active Directory / Exchange experience
- Experience with MS Office Suite (Access, Excel, Outlook, Powerpoint, Word), Adobe Acrobat, Symantec anti-virus and anti-spyware
Education on a Desk Support Resume
Make sure to make education a priority on your desk support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your desk support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Desk Support Resume
When listing skills on your desk support resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical desk support skills:
- Experience supporting customer solutions in a technical customer service environment, with experience in emerging technologies
- Proven experience as a Help Desk Technician or other customer service role
- Technical skills in Windows XP, Windows 7, Windows 10
- Proven analytical, trouble shooting and problem-solving abilities
- Experience installing and supporting server side applications such as Microsoft SQL Server, Microsoft Lync, and Microsoft SharePoint
- Experience configuring and administering Cisco UCCE, Cisco Call Manager, Cisco Switches and Routers
List of Typical Experience For a Desk Support Resume
1
Experience For IT Help Desk Support Resume
- Strong active listening, documentation, and customer service skills
- Properly escalate unresolved matters to the next level of support; operate within the standards and procedures of Information Technology department
- Experience within a trade support / desk assistant role
- Experience in Information Technology
- Provide efficient tracking of IT Inventory
- Provide IT support for the global staff, utilizing ServiceNow to manage your workload
- Liaise with Global IT Support in Austin, Reading, and Salt Lake City to implement best practices
2
Experience For Equities Middle Office Desk Support Resume
- Notify appropriate parties’ when guests have arrived by contacting them via their personal extensions
- Develop a deep understanding of Fixed Income OMS’ and act as subject matter expert for strategic initiatives
- General understanding of financial products to support capital equipment sales
- Apply independent judgment and discretion when resolving trade discrepancies to ensure the firm’s capital is accurately applied
- Display understanding of and adherence to internal controls as well as relevant regulatory guidelines and controls and promote the awareness of the same
- Administer and provide User account provisioning
- Perform trouble shooting in a Mac and Windows 7/10 & Active Directory environment
- Document resolution scenarios and publish so that end users can refer for common troubleshooting FAQs
3
Experience For Trade Desk Support TD Admin Resume
- Provide remote support to Field Sales using remote support tools
- Windows Environment running Windows XP, Windows 7
- Create step-by-step training material with screenshots for clients
- Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
- Basic trouble-shooting of software/hardware/telecom issues
- Assist anywhere else required relating to IT support
4
Experience For Desk Support Engineer Resume
- Receives and responds to incoming calls/tickets/walk-ups for corporate employees
- Hard-working attitude with a willingness to learn
- Troubleshoot MS Office, Windows 7/10, TCP/IP, Internet utilities, and various other software applications
- Troubleshoot cell phones and various other hardware devices
- Support provided from all the three regions (EMEA, APAC and AMER combined)
5
Experience For Associate, Financial Products Desk Support Resume
- Manage Sales pipeline and overall activity that supports regional sales concept
- Identify potential financial risk to the bank and ensure proper resolution is achieved within the bank’s guidelines
- Ensure internal risk positions are appropriately reflected to mitigate any risk to the firm’s capital
- Awareness of the Operational Risk scenario associated with the role and acts in a manner that takes account of operational risk considerations
- Ensure compliance with operational risk controls in accordance with internal and/or regulatory standards and policies; optimizes relations with regulators by addressing inquiries
- Create Knowledge Base articles as repetitive issues arise to assist in increasing First Call Resolution rate
- Responsible for providing phone based support
6
Experience For Trade Desk Support Resume
- Works on routine to semi-routine assignments requiring basic analytical ability to resolve routine moderately complex issues
- Promote an environment that supports diversity and reflects the HSBC brand and adheres to the HSBC values
- General Help Desk function
- Answer all phone calls and respond to and resolve within the required service levels
- Resolve as many calls as possible on first contact with the client
- Monitor all tickets dispatched to T2 Desk Side and T3 Support to ensure timely resolution that meets service levels
7
Experience For Front Desk Support Specialist Resume
- Provide high quality customer advice and assistance to end users
- Establish and maintain system user accounts and security authorizations in accordance with company policy and procedures
- Respond to inquiries from staff and management to help them resolve any hardware or software problems
- Maintain appropriate records of all logged issues to ITIL standards
- Assist in the upkeep of the site to accredited IT security standards
- Ensure at all times that every Production seat is operational
8
Experience For Fatca Desk Support Resume
- Normally receives little instruction on routine work and general instruction on new assignments and gains assistance from higher-level employees
- Administration and support for Skype for Business phone system
- Use of remote tools such as LANDesk and Apple Remote Desktop beneficial
- Provide prompt and courteous technical support to customers via phone and e-mail
- Ensure reported issues are tracked to closure in a timely fashion
- Install and configure computer hardware,computer software, printers, and other peripherals
9
Experience For Markettrader Desk Support Resume
- Assist in computer or office moves
- Provide support for Audio/Video systems
- Work some nights and weekends as required
- Respond to customer queries by phone and email
- Ask educated questions and listen to customers to determine root cause of issues
- Run diagnostic problems to resolve problems
- Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
- Install, upgrade, and configure workstations per company policy
10
Experience For Sales Desk Support Resume
- Maintain hardware inventory records
- Documentation/follow-up for repairs on hardware issues
- Perform software updates at workstations
- Provide end-user application support per company policy
- Audit computer systems and recommend solutions
- Provide support as needed on key projects / Adhoc task
- Provide first-line support to employees
- Review help desk tickets and escalate as required
List of Typical Skills For a Desk Support Resume
1
Skills For IT Help Desk Support Resume
- Experience in trouble-shooting and configuring Windows 7/10 based networked PC
- Experience of working in a high energy contact center environment
- Good understanding of internal business partners’ business, services and organization
- Convey technical topics to a wide variety of callers with varying technical skill levels
- Intermediate level knowledge or experience with configuration, setup, and maintenance of software or hardware RAID configuration and troubleshooting
- Previous experience of working in an IT Support capacity
- Service Operations and experience working within an ITIL environment across a global IT team
2
Skills For Equities Middle Office Desk Support Resume
- A demonstrated curiosity into how things work
- Proven ability to document procedures
- Strong working knowledge of Microsoft server 2003 and 2008, Microsoft Active Directory, and Microsoft Exchange systems
- Experience of Patch management, Imaging & Backup solutions
- Experience working in a helpdesk environment
- Passion for delivering excellent quality customer service
3
Skills For Trade Desk Support TD Admin Resume
- Self-motivated and directed with a strong work ethic
- Microsoft Outlook and Office365 support experience
- Desktop and Laptop hardware support experience
- CISCO and IP Telephony experience
- Two years of customer service experience in a professional industry
- Supporting after hours all broker partners’ issues whether they be related to my specific department or routing them to the correct department
- Imaging of new machines using Windows WDS and Casper
- Understanding of wide area networks and network VLANs
4
Skills For Desk Support Engineer Resume
- Working knowledge of IT security best practices
- Working knowledge of HTML, CRM
- Understanding of LAN/WAN technologies and protocols
- Utilizing change management tools, performs moves, adds and changes to the network and PC devices as requested
- Understanding of TCP/IP, LAN networks
- Assist in documenting, publishing and training Area employees on all network
- Assist in providing end user training, in the use of PC workstations, applications and the networking environment
5
Skills For Associate, Financial Products Desk Support Resume
- Support users in the use of IT equipment by providing appropriate coaching/training and advice
- Participate in the creation and maintenance of troubleshooting, testing procedures, training materials and documentation
- Proofreads documents for grammar, spelling, punctuation, and basic formatting
- Basic understanding of TCP/IP for network connectivity troubleshooting
- Anticipate and provide training in the use of PC workstations, applications and the networking environment
- Master the phone system (e.g. transferring calls to voicemails, notifying employees of their guests’ arrival, etc.)
- Provide IT support encompassing PCs, networking, printers, client applications and phones, and be first point of contact for all other issues
6
Skills For Trade Desk Support Resume
- Troubleshoot the support request using the available tools and resources while following the appropriate processes and procedures
- Assist in monitoring and tracking of IT Inventory
- Work through the problem-solving process with customers, empowering them to do the same in the future
- A passion for technology which includes computers, laptops, mobile devices and operating systems
- To be part of the graduating class of 2016 or later
- Detailed and meticulous, consistently delivering a high level of accuracy and attention to detail with high quality output
- Provides information to faculty, staff, students and other constituents pertaining to the standard services in the office, processes, and procedures
- Liaise with Front Office, Market risk, Valuation, P&L, Operations to help sorting breaks and inform them about new/amended trades
7
Skills For Front Desk Support Specialist Resume
- Responsible for completion of End of Day process including completeness and reconciliation checks
- Resolve operating/ technical problems within area(s) of expertise. Participate in resolution of problems outside of direct authority
- Manage communications infrastructure, including software and access to provide
- General knowledge required on Microsoft Windows XP Windows 7 operating systems, network servers, Citrix, and WAN technological concepts
- Keen attention to detail, memory of patterns, and interest in problem-solving
- Basic understanding of Windows Server 2003/2008, Active Directory, Group Policies
- Familiarity with Active Directory, Windows Server 2008 and higher, basic understanding of DNS, and DHCP
8
Skills For Fatca Desk Support Resume
- Basic understanding of Windows Server 2008/2012, Active Directory, Group Policies
- Detailed knowledge required on Network operating systems, network servers and WAN technological concepts
- Under guidance from the IT Supervisor - respond and resolve user IT problems and system integrity issues. Perform repairs, including warranty repair work
- Maintain and document workstation inventories for assigned business locations, including US-based as well as OCONUS employees
- Excellent verbal and written communication skills, able to clearly articulate complicated issues to management and other impacted areas and ensure timely resolution of issues and breaches
- Comprehensive knowledge on Financing products like Securities Lending, Synthetics, Cash Prime Broker platform and Repo Financing
- Under general supervision, assists with one or more organization information systems activities, applications and projects through the performance of routine operational or administrative work
9
Skills For Markettrader Desk Support Resume
- Assist the Area team in planning and forecasting yearly computer hardware and
- Screens and directs clients /visitors to appropriate source. Gathers information from office records to draft e-mails, memos and other documents
- Determines and consults appropriate resources such as policies, manuals or other staff to respond to questions/issues
- Responds to requests for program and procedural information. Contacts service recipients, vendors, or clients to provide or obtain information
- Adjusts language or terminology to meet needs of the recipient(s)
10
Skills For Sales Desk Support Resume
- Calculated coupon fixings on structured notes and sent notifications to relevant groups
- Ensured all reconciliation and reports in the area are complete on a timely basis
- Handle and resolve complex matters, core business critical issues, disputes, queries and complaints from internal business partners and external customers
- Represent BMO on industry committees
- Maintain key controls and review processes, where applicable, to ensure operating integrity, comply with internal and external regulators, involving an understanding of regulatory and compliance requirements as prescribed for the business unit; provide recommendations and implement corrective actions to ensure adherence as required
List of Typical Responsibilities For a Desk Support Resume
1
Responsibilities For IT Help Desk Support Resume
- Walk customers through problem solving process or resolve queries through remote desktop; within IT provider policies
- Initially spend time with the team lead to understand Securities Lending & Equity Swap business flow/ Systems involved / Product details
- Implement and manage software releases into Production in both Unix and Windows operating systems
- Support new hire setups and office moves
- Set up and test hardware and software
- Troubleshoot any issues with A/V
- Active Directory for user management
2
Responsibilities For Equities Middle Office Desk Support Resume
- Executive Support for c-level and above
- Performs first-level core troubleshooting on hardware/software systems problems; answers questions, provides technical solutions, productive internal/external working relationships, and follows up to assist users in solving their information systems problems in a continuous user-support environment
- Augment desktop support within Adult Enrollment Services, to convey resolutions to users issues in conjunction with the university’s IT department
- Carry out project based assignments and instructions delegated from CRM Manager
- Serve as the liaison between Adult Enrollment Services, Information Technology, and the CRM
- Install, maintain, and troubleshoot operating systems and applications on individual computers, departmental servers, laptops, mobile devices, and devices in all technology enabled facilities
- Provide basic instruction to customers regarding campus computing best practices. Clearly communicate technical concepts to non-technical staff and customers. Utilize the IT Ticketing System on a daily basis
3
Responsibilities For Trade Desk Support TD Admin Resume
- Strong knowledge of Outlook and mobile devices OS: iOS/Android
- Provide after-hours support as requested
- Excellent oral and written communication skills, customer interface skills, problem solving and innovative resolution ability and the ability to be a highly effective team member are required
- Experience in a desktop support position
- Diagnose and resolve basic computer/technical issues
- Learn quickly and work autonomously
- Visualize a problem or solution and think abstractly to solve it
- Familiarity with most common desktop/laptop software and hardware systems
4
Responsibilities For Desk Support Engineer Resume
- Familiarity with network protocols and configurations (TCP/IP, LAN, WAN)
- 401K with company match to plan for the long-term
- Lead, delegate, and interact with other team members
- Experience with configuration, setup, and maintenance of both personal and business networking configurations including dynamic, static, and reserved IP address setup, experience dealing with subnet mask, gateway, and DNS configuration
- Experience joining systems to Active Directory, mounting volumes (iSCSI, NFS, SMB) to Active Directory, and virtualization software such as VMware, Hyper-V, and more
5
Responsibilities For Associate, Financial Products Desk Support Resume
- Able to work with and fix basic issues on Mac/Windows computers
- Similarly need to be pro-active in owning the existing daily MIS tasks like Market colour reports, inefficiency reports around cost/revenue, Client Balances Report, Swap PnL, Rebalancing, Corporate Actions, Index divisor calculations, Rho Risk & Delta risk reports etc with good understanding of logic behind these reports
- Work independently to resolve user service requests submitted through our service desk system
- Provision and manage mixed Windows and Mac user laptop/desktop systems
- Maintenance and management of Microsoft AD, mail system, file services, printers and print services, mobile devices, etc
- Rotate on-call support with other team members
- Detailed knowledge of PC workstations (laptops and desktops), Windows, Windows applications and MS Office products
6
Responsibilities For Trade Desk Support Resume
- Excellent oral and written communication skills, customer interface skills, problem solving and innovative resolution ability and the ability to be a highly effective team member
- U.S. citizenship with the ability to obtain and maintain a DoD Secret security clearance required. (This involves a background/character, criminal history, employment, and credit check.)
- Proficient written and verbal English
- Develop, document and maintain standards, processes and controls in area(s) of expertise in order to minimize loss/ risk, ensure all regulatory requirements are met, and safeguard the assets of the Bank
- Follow approved recycling practices for computers, batteries, and misc electronics
- Respond and resolve user IT problems and system integrity issues. Coordinate resources to perform repairs, including warranty repair work
7
Responsibilities For Front Desk Support Specialist Resume
- Work 8am to 8pm shifts
- Maintain and publish server availability metrics
- Manage and maintain current documentation and records of all IT-related assets
- Assist in the implementation of the File recovery plan for all offices in that territory
- Responsible for maintaining the User Support and Helpdesk Management. Maintains Asset Database for user-assigned Computer Hardware and Software. Provides Helpstar Administration and liaison to Corporate Remedy Team
- Audio/Visual Systems Management
- Familiarity with Office 2016
8
Responsibilities For Fatca Desk Support Resume
- Medical, Dental & Vision Insurance coverage
- Proficiency with troubleshooting concepts; PC workstations (laptops and desktops); Windows operating systems including Windows 2000, Windows Server 2003/2008, and Windows 7; Microsoft Office products; antivirus software; networking concepts including TCP/IP, routing, and network printing; data backup/recovery concepts; and electronic software delivery methods (WSUS, FTP)
- Maintain all server locations at required network operating system revision levels and configurations per Johnson Controls standards. Manage the disk resources on the file servers to provide maximum availability and user efficiency. Configure, upgrade and maintain Area servers and peripherals as required to attain the goal of zero down time of servers
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