Desktop Specialist Resume Sample
Cordelia Thompson
814 Isaias Knoll,
Dallas,
TX
+1 (555) 248 6969
Work Experience
Desktop Specialist
11/2017
-
PRESENT
Dallas, TX
- Ensure all open trouble tickets are resolved fully following SLA’s
- Experience with HP Laserjet printers and Xerox MFD’s
- Assist in on-boarding process, preparing computers and peripherals for new employees’ first days
- 3 – 5 years’ support experience that includes the following: User desktop setup Windows, UNIX, and/or Linux OS HP and/or Dell server hardware Active Directory or Novell networking
- Order, inventory, and return IT parts and equipment as needed. Maintain printers; troubleshoot issues
- Provides 1st level 24/7 break-fix support for IT hardware as specified by or utilized in customer environment
- Analyzes, diagnoses, and troubleshoots hardware/server issues with focus on responsiveness; provides problem resolutions. Maintains inventory and documentation of activity. Escalates more complex issues to 2nd level. break-fix support for IT hardware
Lead Application License & Desktop Specialist
10/2013
-
09/2017
Houston, TX
- Qualifications: DESKTOP SPECILIST / TECHNICIAN
- HS diploma or GED. 2+ years’ experience servicing hardware as specified or utilized in customer environment. Certifications (List type or level). Familiarity with ticket-tracking software
- Related Skills and Competencies: break-fix support for IT hardware
- Problem solving skills with attention to detail; self-management skills; ability to prioritize tasks; capacity to effectively communicate verbally and in writing; ability to travel to remote location
- Familiarity with refresh processes
- Maintain up-to-date information in the IT assets database
- Accurately recording requests from users into the help system
Desktop Specialist Internship
09/2010
-
05/2013
Philadelphia, PA
- Install, configure and troubleshoot hardware; including desktops, laptops, peripherals, network equipment
- Install, configure and troubleshoot software packages; including operating systems, desktop software and custom applications
- Install, configure and troubleshoot telecommunication solutions; including Audio/Visual equipment, conference room equipment and Unified Communications clients
- Provide first and second level support for networking and application issues; escalate complex problems to the appropriate groups or staff
- Record, track and maintain local IT asset inventory in the asset management system
- Provide training to users related to desktop products
- Liaise with local service and support providers
- Support the optimization of the existing environment
- Participate in local and global IT projects as required
Education
University of California, Berkeley
2005 - 2010
Science's Degree in Relevant Area Such
Professional Skills
- Strong project management skills, including stakeholder timelines and meeting management skills
- Be able to diagnose, analyse and solve complex problems and demonstrate excellent troubleshooting skills
- Excellent written, verbal and presentation skills including meeting facilitation and presentations
- Demonstrated analytical, financial, problem solving, organization, and project management skills
- Strong interpersonal, customer service and general soft skills
- Excellent Customer relations skills mandatory
- Having experience with Mac OS based computer systems and iOS mobile troubleshooting experience
How to write Desktop Specialist Resume
Desktop Specialist role is responsible for software, troubleshooting, travel, training, customer, hardware, architecture, finance, integration, database.
To write great resume for desktop specialist job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Desktop Specialist Resume
The section contact information is important in your desktop specialist 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 Desktop Specialist Resume
The section work experience is an essential part of your desktop specialist 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 desktop specialist responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular desktop specialist position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Desktop Specialist resume experience can include:
- System Administration – The Service Desk Specialist position provides 1st and 2nd line administration and support for computer systems, network/VoIP systems, applications, office server infrastructure and back-office systems
- Experience technical support experience or educational equivalent
- Having experience with maintaining password security, data integrity, and file system security for the laptop environment utilizing Bitlocker
- Having experience with providing Desktop support in an Active Directory environment
- Having experience with telephony systems like Cisco or Avaya and troubleshooting user issues with headset hardware
- Scripting knowledge and experience would be an advantage
Education on a Desktop Specialist Resume
Make sure to make education a priority on your desktop specialist resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your desktop specialist 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 Desktop Specialist Resume
When listing skills on your desktop specialist 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 desktop specialist skills:
- A good understanding of basic computer hardware installation/configuration and troubleshooting skills and knowledge
- Experience working effectively in global complex organizations
- Outstanding customer service skills and the ability to use a consultative approach, is required
- Interact effectively and gain credibility with internal associates at all levels as well as external third parties
- Great interpersonal skills and personality to work with sensitive users
- Technology-savvy and high competency in MS office; Advanced Excel skills and other analytics software as well as eSourcing, reverse auctions, Ariba, etc
List of Typical Experience For a Desktop Specialist Resume
1
Experience For Lead Application License & Desktop Specialist Resume
- Upport experience that includes the following: User desktop setup Windows, UNIX, and/or Linux OS, Active Directory or Novell networking
- Proven track record of leading engineering excellence and implementation of global technologies that scale, are manageable, reliable and cost-efficient
- Strong deductive listening and reading comprehension
- Experience providing phone and/or in-person support
- 6 months of experience with a help desk ticketing system
2
Experience For Desktop Specialist Internship Resume
- 6 months’ experience troubleshooting hardware and/or software issues
- Prioritize requests for support service keeping in mind service level requirements
- Excellent working knowledge of the Microsoft Office suite of software
- Experience in servicing PC’s, laptops, printers and file servers by manufacturers such as IBM and HP
- Experience with Microsoft Operating System Deployment (OSD) and System Center 2012 Configuration Manager (SCCM) an asset
- Experience in providing support on Windows 7 / 8.1 and application software is an asset
- Experience in providing support on Apple and Blackberry products is an asset
- Experience engineering technical solutions to complex requirements
- Experience with Windows 7, 10, and deploying Microsoft Office (All Current Versions) in a global environment
3
Experience For RDS Desktop Specialist Resume
- Experience providing enrollment assistance with MassHealth programs required
- Installing, configuring, analyzing, resolving and repairing all hardware and software issues involving Windows and Mac OS computers
- Responding quickly, thoroughly to documents, and closeing all assigned cases through the designated tracking system
- Maintaining local IT infrastructure, keeping the infrastructure up to date
- Working knowledge of MS Exchange Email
- Networking and VPN
- Executes strategic sourcing initiatives following the 7-step Sourcing Methodology
- Environment tuning and troubleshooting
4
Experience For Senior Desktop Specialist Resume
- Focus on completing support calls in a timely and efficient manner, ensuring that constant communication is maintained with internal and external clients
- Advanced working knowledge of Microsoft Windows XP and 7operating systems
- Support audio/visual equipment including projectors, microphones, live streaming software
- 1st and 2nd level desktop & apps deployment and support to end-users in North America including remote staff
- Gathers stakeholder and subject-matter expertise/insights and market intelligence to ensure sourcing solutions meet business needs
- Apply the desktop configuration changes and analyzing the end user impacts
5
Experience For PC / MAC Desktop Specialist Resume
- Support engineering personnel in the implementation and sustainment of the network, server and desktop environments
- Work independently in resolving problems at both the local and enterprise level across multiple systems
- Recommend or performs minor remedial actions in the course of performing other work
- Maintain knowledge of new and changing technology
- Establish help desk system for task management and tracking, and selects appropriate database and work flow tools
- Solve, or assist help desk representatives in solving, non-routine or complex software, hardware, and procedure problems
6
Experience For Desktop Specialist Resume
- Create documentation on best practices for technical support as well as resolving commonly known technical issues
- Perform the packaging of applications
- Potentially Requirement to participate in rotating on-call schedule
- Exposure to general networking protocols, specifically TCP/IP and IPX/SPX
- Contributes to development of company IT by participating in projects
- Resolve and respond to questions received via telephone, email or other collaboration methods meeting defined SLA's
- Attend conference calls and meetings with project team members and carry out assigned project tasks according to project schedule
- Design, plan and implement modifications/upgrades to existing Altiris v7.x environment
7
Experience For Lead Application License & Desktop Specialist Resume
- Manage and configure Client Management Suite (CMS) 7.x including plug-ins and policies
- Use tasks and policies to deploy applications, endpoint operating systems, and personalities
- Fundamental understanding of ITIL
- Provide technical support for conference room technology such as projectors, display screens and telephony equipment including sound systems
- Understand and apply mathematical calculations and concepts involving fractions, decimals and percentages
- Firm understanding of implementation techniques and sustainment requirements for desktop, network and server environments
- Provide remote troubleshooting support to users as well as hands-on desktop support as needed
- Multi-task between phone, email, and in person customers while maintaining a friendly demeanor
8
Experience For Desktop Specialist Internship Resume
- Initiative to develop personally and professionally without prompting
- Identity and access management for user accounts, systems and applications
- 1st level network support, office LAN’s, as well as troubleshooting the WAN infrastructure (possibly required to work closely with distributed teams and vendors or service providers in different time zones)
- 1st line support for Cisco network & VoIP systems, including Call Center
- With little supervision, respond to customer communication regarding software/hardware issues received via phone/e-mail and/or ticketing system. Evaluate nature of the problem, determine the appropriate solution and provide assistance to resolve the situation for a user(s)
9
Experience For RDS Desktop Specialist Resume
- Familiar with the company’s technical systems that are in use. Explains technical information in an easily understood manner
- Provide first-level support for the upgrade to Windows 10
- Participate in device collection, configuration, and upgrade of endpoint devices
- Ensure checklist items are completed and that the laptops are issue-free
- Assess supplier capabilities and identify new suppliers
10
Experience For Senior Desktop Specialist Resume
- Analyze supplier proposals and facilitate fact-based supplier selection process
- Analyze and summarize RFP responses and results and prepare recommendations for Senior Management
- Develops negotiation strategy and leads negotiations to maximize total value and minimize risks for Tufts Health Plan
- Establishes contract terms and conditions and coordinates with legal to execute contracts with suppliers that optimize the partnership Develop transition plan to new supplier and support implementation
- Drive continuous improvements post project
- Support Tufts Health Plan's supplier diversity and sustainability goals by increasing use or opportunity of suppliers in all commodity areas and by tracking opportunities to increase impact
- Provide world class customer service, be the customers advocate, provide excellent and caring service to all internal and external customers. Adjust communication style with all levels of employees and management. Be flexible and adjust schedule in order to provide optimal customer service. Unwavering commitment to customers service is essential
- Assure the timely deployment and maximum availability of the Cambia desktop infrastructure (data, voice, video) by analyzing the individual desktop environments and making configuration decisions regarding operating system, system applications, environmental variables and desktop hardware
List of Typical Skills For a Desktop Specialist Resume
1
Skills For Lead Application License & Desktop Specialist Resume
- Troubleshooting experience with Microsoft Products (Windows XP, 7, Office 2007/2010)
- Relevant strategic sourcing experience demonstrating success in positions of increasing complexity
- Experience supporting Microsoft Windows PC’s, laptops, and Apple OSx MAC’s using remote tools (SCCM remote, RDP, ARD) – Required 2 Years
- Experience with software installations and imaging of devices with new operating systems
- Experience supporting PC hardware, desktop applications and basic network functions
- Upport experience that includes the following
2
Skills For Desktop Specialist Internship Resume
- Experience supporting PC’s in a large domain environment – Required 3 Years
- Knowledge of Active Directory and experience troubleshooting GPO’s and name resolution. – Required 3 Years
- Experience with managing profiles and certificates on Microsoft Windows PC’s, laptops, and Apple OSx MAC’s. – Required 3 Years
- Experience with Windows 10 and mastering the cycles of evolution
- Experience in Policy Management (GPO), AD and Application Packaging
- Experience with Powershell or scripting
- Experience in SCCM Reporting
- Experience deploying security patches
- Good knowledge of ticketing systems (Remedy/ITSM/ServiceNow)
3
Skills For RDS Desktop Specialist Resume
- Experience with security, disk encryption, and anti-virus products on Microsoft Windows PC’s, laptops, and Apple OSx MAC’s. – Required 3 Years
- Windows and iOS experience
- Mobile support experience (iOS and Android)
- Hardware repair and replacement experience
- Experience doing an upgrade from Windows 7 to Windows 10
- Experience re-imaging computers from a hardware and software perspective
- Experience re-imaging computers from a hardware and software perspective. Ability to provide remote technical support
4
Skills For Senior Desktop Specialist Resume
- At least four (4) years of Desktop Support experience, providing phone, e-mail and/or desk side support for various software and/or hardware issues required
- Understanding of Office 365 cloud-based applications supporting a highly mobile workforce
- Deploying PC’s and providing support to end users in a large enterprise environment (500 PC’s +) – Required 3 Years
- Creating and managing SCCM task sequences
- Creating documentation in french
- Working knowledge of EMM environments (Intune, AirWatch)
- Following processes and testing procedures to ensure a high quality of work is delivered to the end-user with no or minimal disruptions
5
Skills For PC / MAC Desktop Specialist Resume
- Evaluating and implementing application software solutions as identified by Corporate IT
- Communicating with customers, peers, and management concerning the status of cases, problems, or suggestions
- Troubleshooting and determining the root cause of problems with software or hardware incompatibilities or network connectivity issues
- Providing technical support for conference room technology such as projectors, display screens and telephony equipment including sound systems
- Performing periodic and/or required maintenance in the desktop & back-office environments, including software deployments and updates
- Liaising with vendors/suppliers, service providers and external consulting companies for equipment purchases, repairs and maintenance
- Providing total support for the desktop environment in accordance with defined standards and procedures
- Completing other tasks as assigned by the IT Desktop Support manage
6
Skills For Desktop Specialist Resume
- Providing accurate and complete documentation
- A Working knowledge of Remote Working / Mobile Computing
- Assist the Service Desk manager with managing day-to-day operations, escalations, reporting, and overseeing VIP support
- Create and close Help Desk incidents in a timely manner including updating worklog with pertinent information and commitments to customers
- A Working knowledge of Networking (WAN & LAN) topology and protocols
- Serve as a MassHealth subject matter expert and keep up-to-date on eligibility policies and guidelines by attending the quarterly MassHealth Training Forums
- Define packaging standards and standards according to industry best practices
- Administer file systems and tracking of asset inventory, databases, diagrams and other documents
- Meet established deadlines while maintaining a high level of quality. Negotiate changes to delivery dates as necessary
7
Skills For Lead Application License & Desktop Specialist Resume
- Repair PC’s by replacing hard drives, motherboards, memory, etc. – Required 3 Years
- Detailed knowledge of standard desktop software including Microsoft Office & Lync products
- A Working knowledge of Windows Active Directory
- Windows 10 new features (Device Guard, Secure Boot, Application Whitelisting, UEFI, Credential Guard, Passport/Hello etc.) are an asset
- Windows operating systems: Windows 7 and higher
- Participate and pilot new software and hardware being deployed to our business customers
8
Skills For Desktop Specialist Internship Resume
- Rigorously follow a defined staffing schedule to assure optimal customer service
- Identify 64+ MassHealth Standard or Frail Elder Waiver prospects by conducting outreach to community and faith-based organizations as well as provider groups
- Take over an existing Mac OSX Sierra update project
- Proficiency in Windows 10 and Office 365
- Heavy equipment installation might be required
- Provide customer support through direct interaction with end users by telephone, chat, remote connectivity
9
Skills For RDS Desktop Specialist Resume
- Analyze and document customer request requirements and problem symptoms to make recommendations and collaborate with IT professionals
- Participate in the daily and long term support requirements for the internal desktop environment. Take action as directed to ensure maximum system availability
- Skilled with analyzing and documenting Customer request requirements and problem symptoms to make recommendations and implement moves, adds, changes, and maintenance of desktop equipment, and internal data and telecommunication wiring infrastructure
- Respond to and escalate issues and requests to ensure needs of business are met
- Collaborate effectively with internal and cross department peers to provide results to management in a timely matter through case updates, weekly project reporting, Q/A reporting
- Responsible for customer support, assess, analyze and resolve technical issues, through direct interaction with internal\external customers by telephone, e-mail, and remote connectivity
- Strong understanding and ability to support audio/visual equipment pre/during/post community events at the Cambia Grove
- Translate business needs of the Cambia Grove into technical requirements for vendors
- A+ certification or similar level certification
10
Skills For Senior Desktop Specialist Resume
- Application Support for MS Office 365 on Microsoft Windows PC’s, laptops, and Apple OSx MAC’s. – Required 2 Years
- Hands on expertise with deep understanding and knowledge of Microsoft’s Remote Desktop Service, Windows Server 2012, Active Directory, Group Policies, application integration into an RDS environment and proficiency troubleshooting desktop application issues
- Detailed knowledge of desktop and laptop hardware components
- Knowledge of Backup software and processes
- Knowledge of Server hardware maintenance
List of Typical Responsibilities For a Desktop Specialist Resume
1
Responsibilities For Lead Application License & Desktop Specialist Resume
- Excellent time management, organizational skills, and attention to detail
- Work effectively with cross-functional teams to identify, isolate, and resolve technical design issues and hardware/software malfunctions
- Immediately escalates urgent and high priority problems as per defined procedures
- Keep and protects Data Center equipment, software and other information technology resources in good repair
- Experience with standard Windows OS applications and MS Office applications
2
Responsibilities For Desktop Specialist Internship Resume
- 6 months of experience in tier 1 help desk support
- Experience in trader floor support is an asset
- Experience with VOIP phones is an asset
- Experience with Service Now is an asset
- Analyze and assess client/server architecture requirements and identify optimum, cost-effective solutions
3
Responsibilities For RDS Desktop Specialist Resume
- Strong knowledge of Windows desktop and server security controls and best practice
- Good Knowledge of mobile platforms (iOS/Android/ Blackberry /Windows/MacOS)
- Previous EMM Architecture/Design/Implementation experience is an asset but not required
- Direct work experience in a technical customer support role in a fast paced highly secure environment
- Experience with remote tools such as SCCM Remote Control and Dameware
- Experience with JAMF Casper
- Expert understanding of contract terms and techniques for driving additional value and managing risks
4
Responsibilities For Senior Desktop Specialist Resume
- Software deployment and upgrades, including Windows 10 servicing of quality and feature updates when applicable
- Leverage market data, external expert resources, spend analytics, and cost modeling to drive fact based decision making
- Configuration of monitoring and notification for the platforms
- Firm Understanding of implementation and sustainment requirements for desktop, network and server environments
- Participate in major and complex projects and perform problem diagnosis of the network and desktop environments
- Adhere to standards and guidelines established for the corporate network, server and desktop environments
- Assess, analyze and resolve customer’s technical issues through telephonic customer support
- Responsible for customer support through direct interaction with internal\external customers by telephone, e-mail, and remote connectivity
- Serve as a support resource in the use of enterprise defined Regence software applications
5
Responsibilities For PC / MAC Desktop Specialist Resume
- Determine end user’s needs and competency level on PC applications and help users obtain needed skills through training classes and provide one-on-one training
- Write problem/solution information in the form of a knowledgebase entry
- Immediately deals with suspected or recognized irate customers as per defined procedures
- Work as a team to achieve performance goals and increase individual productivity
- Deliver group and/or individual outreach presentations regarding MassHealth and/or the Frail Elder Waiver program guidelines, eligibility, and how to enroll as well as facilitate SCO referrals to those already enrolled in MassHealth Standard
- Create a new channel to generate SCO leads by providing seniors and their caregivers with enrollment or renewal assistance in the MassHealth program and/or the Frail Elder Waiver. Assistance include
- Develop and implement plans for successfully completing technical projects, serving as the accountable project lead for all Service Desk projects, and reporting on overall project efforts on a weekly and ad hoc basis
- Maintain standard operating procedures for an ever-changing IT environment
6
Responsibilities For Desktop Specialist Resume
- Utilize ticket tracking system (iSupport) and available technical resources to document troubleshoot, escalate and resolve technical requests submitted to the helpdesk by phone call, e-mail, and customer walk up, while maintaining professionalism, a positive attitude, and observing proper office etiquette
- Provide analysis and technical assistance for a variety of requests including
- Inspect personal computer equipment and prepares computer for delivery per requested configuration
- Install or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises when needed
- Load specified software packages, as required
- Provide instructions to customers on equipment, software and manuals
- Coordinate activities with Service Desk, Network Services, Server Team, or other information systems groups
- Refer major hardware repair and purchases to procurement
- Adhere to service level performance objectives for all agencies
7
Responsibilities For Lead Application License & Desktop Specialist Resume
- Confer with staff, computer users, supervisors, and managers to determine requirements for new or modified software and hardware
- Coordinate installation of hardware and software, and implementation of procedure changes
- Manage SCCM deployment infrastructures
- Create and maintain desktop images
- Manage and maintain the workstation environment through Policy (GPO)
- Automate deployments and monthly updates of desktops and servers
- Analyze and diagnose operational issues related to the SCCM environment
8
Responsibilities For Desktop Specialist Internship Resume
- Ensure that processes and operational documentation are documented and maintained
- Participate and act as expert in the projects
- Work in collaboration with the manager, front-line services and the deskside support team
- Responsible for installation, configuration, maintenance upgrades of EMM environments, and manage various mobile platform devices (e.g. IOS / Android / Windows / Blackberry)
- Detect and restrict jail broken, stolen and rooted devices
- Create and update device policy settings
- Generate reports as per client requirements
9
Responsibilities For RDS Desktop Specialist Resume
- Upport experience that includes the following: User desktop setup Windows, UNIX, and/or Linux OS HP and/or Dell server hardware Active Directory or Novell networking
- Provide feedback to Field Operations Manager on potential customer situations
- Works with Client specific applications and Microsoft suite of products
- A+ and MCP Certification required
- MCSA: Windows 7 or 8.1 certification is an asset
- Enforce encryption settings
10
Responsibilities For Senior Desktop Specialist Resume
- OEM certifications an asset
- Network+, MCSE, Server+ certification an asset
- Flexible to work shift hours from 8am-8pm local time and occasional overtime and weekends
- Provides technical assistance to computer system users by resolving computer problems for clients in person, via telephone or from remote locations. Including answering questions and diagnosing issues
- Responsible for the implementation and operational support of all aspects of client services and systems
- Interacts with both technical and non-technical personnel, monitors and enforce SLA's and follow problems to resolution
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