Deskside Support Resume Sample
Era Hahn
600 Kyleigh Spurs,
New York,
NY
+1 (555) 559 8666
Work Experience
Deskside Support Specialist
05/2016
-
PRESENT
Phoenix, AZ
- Imaging a variety of machines in batches (Linux, Window, OS X) and deployment of new hire computers/upgrades and RMA/warranty repairs of computers
- Managing Asset inventory in an asset tracking database and performing monthly asset audits
- Creating, enabling and disabling accounts within Windows Active Directory and e-mail accounts
- Troubleshooting hardware/software issues in person and remote on Windows, Linux, OS X, iOS and Android; documentation within the ticketing system and resolving requests within SLA
- Customer Service – communicate clearly and professionally with customers while explaining resolution or updates to incidents and service requests
- Work with cross functional IT teams to deliver global scale solutions, hands on support for tier 3 in local sites including server/network support and update/refine changes in departmental support processes
- Shipping/receiving of IT hardware; ability to lift 25 lbs
Deskside Support
06/2011
-
01/2016
Phoenix, AZ
- Knowledge of remote desktop
- Support and maintain computer systems, desktops, laptops, mobile devices and peripherals within the organization. This includes installing, diagnosing, repairing, maintaining and upgrading all hardware and equipment
- Assist with resolving 2nd & 3rd level client problem tickets. Support of remote users
- Identify and resolve technical issues associated with desktop/laptops, operating systems (Windows XP, 7 & 10), application software (Office 365, SharePoint, Lotus Notes, etc.), network, peripherals, mobile devices and phone systems
- Utilize service management system to document and track issues, requests and resolutions
- Maintain existing and publish new documentation for the implementation and support of client technologies deployed
- Assist in any office moves and new office setup by setting up new gear and/or assisting in the breakdown and redeployment of gear
- Coordinate with Dell, Lenovo, Apple, etc. for warranty and out of warranty repair
Junior Deskside Support Engineer
04/2004
-
12/2010
San Francisco, CA
- Strong desktop support skills, including Windows XP and Windows 7
- Use discretion when dealing with sensitive or confidential data
- Create technical product documentation for hardware/software installations, troubleshooting techniques and problem resolution
- Employees are regularly required to sit
- Talk or hear, in person and by multi-media
- Use hands to finger, handle, feel or operate standard office equipment and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another
- One to three years of technical support experience including hands-on experience working with PC hardware/software
- Experience in diagnosis and repair of PC hardware and peripherals
- Knowledge of Active Directory - password resets
Education
Huntington University
1999 - 2004
Bachelor's Degree in Computer Science
Professional Skills
- Excellent written and oral communication skills, including strong telephone skills
- Strong customer service skills and excellent written and verbal communication skills
- A strong work ethic, good customer service skills and dependability are needed skills
- Strong interpersonal, written, oral communication skills and customer service skills
- Strong troubleshooting skills; proven analytical and problem solving abilities
- Demonstrated strong problem solving, troubleshooting and analytical skills
- Strong communication skills and experience providing customer service within a technical environment
How to write Deskside Support Resume
Deskside Support role is responsible for customer, troubleshooting, hardware, technical, basic, software, infrastructure, training, server, windows.
To write great resume for deskside support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Deskside Support Resume
The section contact information is important in your deskside 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 Deskside Support Resume
The section work experience is an essential part of your deskside 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 deskside 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 deskside support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Deskside Support resume experience can include:
- Maintain existing inventory of all PCs associated with all designated support locations and perform periodic full inventories as needed or directed by IT management
- Strong critical thinking skills with the ability to identify and develop resolutions to complex problems
- Very good technical troubleshooting skills
- Interact professionally with internal users exhibiting strong customer service skills
- Excellent troubleshooting skills with desktop / laptop hardware
- Excellent communication and interpersonal skills with the ability to work in and contribute in a team environment
Education on a Deskside Support Resume
Make sure to make education a priority on your deskside support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your deskside 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 Deskside Support Resume
When listing skills on your deskside 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 deskside support skills:
- Excellent Proven skills on Customer & Client Management, Problem Management, Incident Management, Change Management, RCA & Ticket Analysis
- Strong documentation skill with hands on experience in creating and managing Knowledge repository would be an added advantage
- Innovative and structured problem solving skills with the proven ability to exercise flexibility and judgment
- Superior organizational, prioritization and multitasking skills
- Strong technical aptitude, troubleshooting and organizational skills
- Excellent communication skills (listening, feedback, delegation, foster collaboration and teamwork)
List of Typical Experience For a Deskside Support Resume
1
Experience For Deskside Support Engineer Resume
- + Excellent problem-solving skills
- Excellent Team Management, Team Motivation & Development skills
- Proven desktop, laptop and workstation hardware trouble shooting skills
- + Strong leadership and decision-making skills
- Effectively prioritize and execute tasks in a results driven environment
- Good communication/customer service skills
- Excellent customer service and soft skills
- Strong communication skills, able to work in a fast paced environment
2
Experience For Deskside Support Representative Resume
- Strong experience with using and administrating JAMF Pro
- + Outstanding customer service skills
- Experience supporting Windows 7-10 OS, Microsoft Office 365, 2013 experience
- Solid experience with MAC OS 10.12 and 10.13
- Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience
- Communicate effectively with a wide variety of users
- Prior deskside support experience
3
Experience For Deskside Support Analyst Resume
- Prior deskside support experience
- Mobile Device Skills
- Possession of high level of customer service skills
- Experience with identification, evaluation, prioritization of, and resolution for, hardware and software failures
- Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
- Collecting, assessing, prioritizing and delivering business requests
- Applying problem-solving techniques to resolve end-users issues prior to escalating
- Perform as Dispatcher, answering initial call, triaging the issue and assigning priority and resources on assigned days
4
Experience For Deskside Support Specialist Resume
- Proven expertise troubleshooting, resolving and supporting desktops, laptops, applications, hard phones and WIFI devices
- Proven track record of identifying and escalating new business opportunities to account executives
- Contribute to the continuous improvement of IT support function by identifying opportunities for improving efficiencies and effectiveness
- + Experience of supporting and using Windows 7 and Windows 10 Enterprise, Active Directory, Microsoft Office 365 and Symantec Endpoint Protection
- Experience performing Deskside Support in a customer facing role
- Experience with receiving work orders via ticketing system, phone requests, as well as in person walk-ups
- Experience with Microsoft Windows 7 and 10, troubleshooting and configuration
- Manage multiple activities and changing priorities
5
Experience For Junior Deskside Support Engineer Resume
- Directly related experience providing Deskside or remote support to end users
- Experience working in an outsourced IT environment with multiple service partners
- Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
- Build positive relationships with user community by providing excellent service/support and consistent communication as appropriate
- One to three years of experience in a technical support role, providing desktop and software support
- Call Center and Ticketing System experience
- Work experience in supporting C level executives
6
Experience For Deskside Support Manager Resume
- Experience with supporting Avaya phones
- Strong workstation (windows and IOS) and networking background
- Distributes newly created documents to more experienced team members for review and posting on SharePoint
- Good understanding and background of Network, Application and Desk side technologies
- Experience supporting Telephony equipment
- Experience supporting Blackberry, Android and IOS devices in corporate environment
7
Experience For Technical Deskside Support Lead Resume
- Proven technical knowledge and understanding
- Build and maintain effective working relationships with customer and business
- Hands on experience on End user computing like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware & Software aspects
- Experience providing hardware and software support for desktop/laptop on MAC/Windows OS
- Solid understanding of basic Active Directory principles
- Demonstrable experience using desktop management tools such as Ghost, WDS, WSUS, LanDesk, Bigfix or equivalent
- Experience with installing software, patches and system updates on desktops, laptops
- Strong knowledge of operating Systems: Windows XP to Windows 10, DOS, Mac OS, Citrix
8
Experience For Associate, Deskside Support Resume
- Experience providing hands on support within an IT environment
- Experience with imaging machines and installation of new software
- Experience managing geographically dispersed staff
- Experience working at financial sector technology of which at least 2 years as team lead
- Strong knowledge of the Central Bank of the Russia payment and reporting systems
- Office 2010 experience and troubleshooting
- Strong understanding of Windows 7 is needed
- Tware troubleshooting experience (Windows 7, Active Directory, Outlook, etc.)
9
Experience For Production Control Deskside Support Resume
- Experience with supporting Microsoft Office 365, Skype for business and other Office products
- Experience with trouble shooting various hardware. Ie printer connectivity issues, desktop/ laptop hardware, WiFi connection issues
- Need experience with iOS, Android, iPad, Tablet, including Mobile Iron, SCCM, HVDs and Apple Mac systems
- Experience and working knowledge in several interrelated departmental activities
- Experience providing on-site technical support to resolve hardware, software, network, voice and related technology incidents or service requests
- 4) Experience with AD, Windows 10, Ticketing System, VMware, Citrix, VPN
- 2) Experience troubleshooting Microsoft/Windows OS environments
- Experience supporting Windows 7 & 10 environments
10
Experience For Field / Deskside Support Technician Resume
- Experience utilizing desktop management tools such as Jamf (Casper), Ghost, Deploystudio,
- Experience in managing/utilized Activity Directory 2008/2012
- Experience of working to project deadlines
- Strong troubleshooting and configuration of VOIP handset/headset devices
- Experience with and passion for accomplishing change and continual improvement
List of Typical Skills For a Deskside Support Resume
1
Skills For Deskside Support Engineer Resume
- Experience with MS Outlook, BMC Remedy ITSM tools, Dameware, and demonstrated experience meeting Service Level Agreements
- Excellent customer service skills. High level of communication and responsiveness
- Excellent interpersonal, communication, and customer service skills both verbal and written
- Excellent customer communications skills
- Excellent customer service skills with the ability to use discretion in handling confidential information
- Strong ambition to learn new technologies and improve technical skills
- Excellent customer service and written and oral communication skills
- Personable & professional, with good communication skills
2
Skills For Deskside Support Representative Resume
- Good Office 365 and workstation application knowledge and skills
- Troubleshooting skills on Linux, ideally Red Hat Enterprise Linux (RHEL), macOS, and Windows
- Provide onboarding support while providing excellent training to all users of all skill levels
- Customer service skills and problem solving ability
- Windows Operating System Skills
- Linux Operating System Skills
3
Skills For Deskside Support Analyst Resume
- Basic Network troubleshooting skills and knowledge
- Possess a sound understanding of client IT policies and be able to effectively communicate them
- Considerable demonstrated experience administering Active Directory
- Work experience supporting Windows 7-10 OS, Microsoft Office 365. 2013 experience
- Resolves problems and questions requiring advanced skills
- Participate in technical training and skills improvement
- Demonstrated experience maintaining service level agreements and deliverables
- Laptop hardware troubleshooting skills
- Windows 7 troubleshooting experience and Deskside Support experience from an enterprise environment with atleast 500+ end users on site
4
Skills For Deskside Support Specialist Resume
- Superior customer service and people skills
- Remote support experience (and phone call troubleshooting regularly) and/or 1 year of IMAC experience
- EUC skills required- No certifications, basic acumen only - "smart hands"
- Demonstrate the ability to work independently and prioritize multiple competing tasks
- Steady employment history, experience with larger size environments (not just freelance/independent experience)
- Diagnose client computing problems through troubleshooting skills, logic, research, and isolation steps
- Proven ability to coordinate, prioritize and manage multiple projects during normal- and after-hour timeframes
- Hardware and Software PC Troubleshooting Skills
- Additional skills desired but not required
5
Skills For Junior Deskside Support Engineer Resume
- Ensure an excellent IT experience and superior customer service satisfaction
- Communicate effectively with technical and non-technical colleagues
- Understanding experience of technical change management principles including testing principles, and separation of production and non-production activities
- Understanding and experience of application packaging and deployment
- Working experience with office projects
- Networking Experience 2 Yrs
6
Skills For Deskside Support Manager Resume
- Experience providing technical problem solving and guiding other technicians to meeting service level agreements to improve business performance
- Experienced with opening, tracking, resolving and closing tickets in an automated system
- Experience imaging end user devices using SCCM or similar PC imaging software
- Experience supporting a broad range of assignments requiring originality and innovation in determining how to accomplish tasks
- Experience with taking escalations from Level 1 Help Desk, taking responsibility and trouble shooting those issues
- Recent IT experience installing, upgrading, and managing Microsoft desktop environments and network equipment
- Experience installing, upgrading, and supporting Outlook and Office
- Experience installing, troubleshooting, and supporting corporate AV equipment
7
Skills For Technical Deskside Support Lead Resume
- Experience building, deploying, and troubleshooting desktop computers in a corporate environment
- Experience with troubleshooting PC hardware issues and repairing Laptop and Desktop computers
- Experience with troubleshooting basic network, software, printing problems
- Experience supporting and troubleshooting connectivity issues (wireless and remote access)
- Client facing deskside support experience supporting clients in a Windows 7 Environment
8
Skills For Associate, Deskside Support Resume
- 1-year work experience supporting Microsoft Operating systems and applications
- Work experience supporting Microsoft Operating systems and applications
- Experienced in supporting Win 7 operating system
- Experience supporting Apple Operating Systems
- Experience troubleshooting Windows OS including XP/7
- Hands-on experience with imaging and supporting Windows 7/10 desktop/laptop PCs
9
Skills For Production Control Deskside Support Resume
- Experience troubleshooting Windows OS including XP/7/10
- 2) Previous experience utilizing SCCM for deploying Microsoft 2016
- 3) Desktop support experience installing/troubleshooting monitors, printers, mouses and other peripherals
- Technical experience or some exposure in some areas of pc internal networking and software including LAN, WAN
- Experience with video conferencing including hard codecs and soft codecs
- Experience using Service Now ticketing software to manage, monitor, and report on service desk requests
- Experience with inventory tracking and maintaining the integrity of the collected asset information
10
Skills For Field / Deskside Support Technician Resume
- Works towards improving the overall onboarding experience. This includes process improvements to gain efficiencies
- Experience with using and troubleshooting Microsoft Office 365 and 2016, SharePoint and associated plug-ins
- Strong understanding and interpretation of workflows to facilitate timely routing/escalation of IT issues/service requests to the appropriate teams
- Experience of PC/desktop/mobile device troubleshooting and reimaging
- Strong printer troubleshooting and configuration including multifunction, laser, fax, barcode label, dot matrix and high volume scanners
- Vast experience supporting laptops, particularly with Mac operating systems
List of Typical Responsibilities For a Deskside Support Resume
1
Responsibilities For Deskside Support Engineer Resume
- Network experience and training
- + At least 3 years’ experience in managing a second line desktop support team in an organization of at least 1,000 employees
- + Good knowledge of ITIL framework including ITIL Foundation Certification V3
- Experience creating objects in an Active Directory environment
- Experience supporting Apple Computers
2
Responsibilities For Deskside Support Representative Resume
- Experience supporting Apple Computers
- Work closely with the Service Lead for Fusion to ensure the operational model is effective and achievable
- SQL server administration and SQL query creation experience
- Experience in PC / LAN Support, Hardware / Software support in a Microsoft Windows Environment, Microsoft Office, Client Wi-Fi Technical Support,
- Demonstrates leadership in innovative problem resolution techniques
- Strong communications with on-site staff in support of their IT needs
- Knowledge and experience of Remedy
- Identify and resolve potential issues that could adversely impact End User experience
- Experience with Microsoft Windows OS, Active Directory, and SCCM
3
Responsibilities For Deskside Support Analyst Resume
- Work experience with Windows7, 10, MAC OS, IOS, Android
- Follows closed Help Desk tickets with relevant documentation and distributes to more experienced team members for review and to post on SharePoint
- Experience in a support role
- Leading several of the customer facing applications, keeping documentation up to date and facilitating user training
- Providing remote support and assist end-users in resolving the problem by guiding end-users on possible solutions
- Sitting at desk and using computer/keyboard/mouse for extended periods of time along with answering telephones
- Working knowledge of Microsoft products including Exchange, Office, Visio, etc
- Working knowledge of iPhone/iPad & Android devices, including e-mail configuration
4
Responsibilities For Deskside Support Specialist Resume
- Managing a workstation fleet for designated areas, ensuring they are proactively maintained to current specifications and polices
- Managing a fleet of iPhones and iPads using Apple DEP and Microsoft InTune
- Resolving second level faults across the computer and networking infrastructure
- Working with vendors and third-party support personnel to resolve issues impacting the desktop environment
- Identifying and recommending IT solutions and processes
- Managing and supporting end user technology
- Working as part of project team to deliver specific goals (preferably in Tech Lead role)
- Researching trends and patterns in the incidents users ask about
5
Responsibilities For Junior Deskside Support Engineer Resume
- Working knowledge of Windows 7 and Mac OS 10.X
- Troubleshooting of hardware and peripheral devices IE: Monitors, keyboards, component replacement, etc
- Providing the technical face to the client
- Shipping Equipment’s to other location by coordinating with Front Desk
- Working knowledge of Microsoft server technologies
- Working knowledge of office automation products and computer peripherals, like printers and scanners
- Manage orderly rollout of operating system security patching on a regular cycle using automated tools
- Build and support Windows and iOS workstations and laptops including image builds, testing, deployment, patches as well as ongoing maintenance
- End-User Helpdesk Support using Helpdesk Ticketing System
6
Responsibilities For Deskside Support Manager Resume
- Clear theoretical understanding of networks, including LAN/WAN/VPN
- Responsible for scheduling and coordinating service requests ( Install, Add, Move, Change ) activities with the end-user
- Utilizes existing documentation in the SharePoint system to complete recurring tasks
- + Motivating and instilling a professional ethos and pride within the team
- Assists in maximizing company productivity by taking personal ownership/responsibility for end user problems and overall satisfaction
- Arrange and/or prepare equipment for shipping/receiving
- Proficient in current protocols, operating systems and standards including Windows 7, 8, 10, iOSx, and Open Source Initiative
- Knowledge of Windows operating systems as well as basics of Macintosh operating systems
7
Responsibilities For Technical Deskside Support Lead Resume
- Assist with IT Asset Management responsibilities, which include updating and modifying asset records
- Provide daily support and troubleshooting assistance for Mac, Windows, A/V, mobile, and networking environments
- Manage the logistics and maintenance of IT asset inventory, shipping, and receiving for your location
- Batch imaging and deployment of machines (Linux, Window, OS X) and processing RMA/warranty repairs of computers as needed
- Co-ordinate with the Incident Management team during major incidents
- TCP/IP - Ethernet and Wireless Network Environment setup and troubleshooting
- Microsoft Office Suite installation and troubleshooting
- Printer set-up and troubleshooting
8
Responsibilities For Associate, Deskside Support Resume
- Active Directory User, Group and Permissions management, AD profile and troubleshooting
- Workstation performance monitoring and optimization
- Install and maintain client PC Software including Anti-Virus software and updates on Workstation and portable systems
- Programmable logic controller (PLC) troubleshooting and administration
- Coordinate entire support incident for the client, ensuring world class service
- Assists in creating documentation materials for end-user frequently asked questions (FAQs)
9
Responsibilities For Production Control Deskside Support Resume
- Knowledge of PC/server hardware, Windows OS (Win10, 7, 2003, 2008, 2012), and MS Office products including Office 365
- Provide assistance to the end-user in fixing reported problems
- Perform loading of standard software configuration into desktops and laptops for the completion of service request
- Update tickets regarding the nature of the incident and solution provided
- Basic troubleshooting of internal network issues
10
Responsibilities For Field / Deskside Support Technician Resume
- Documents recurring IT tasks
- Participate in service operational reviews, ensuring SLA, KPI and other data/information is provided to assist with such reviews
- Successfully troubleshoot printing issues
- + Conducting regular one-to-one meetings with the team members to drive performance
- Build, configure, support and troubleshooting hardware and software issues on laptops and desktops
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