Senior Desktop Support Resume Sample
Bonnie Murazik
566 Brooke Terrace,
Phoenix,
AZ
+1 (555) 412 9080
Work Experience
Senior Desktop Support Technician
10/2015
-
PRESENT
Houston, TX
- Provides helpdesk and user support by setting up new user accounts and applying appropriate permissions, troubleshooting and resolving user issues, providing support and technical assistance for helpdesk systems, creating and distributing helpdesk tickets, and training end users
- Plans, documents and conducts user and administrator training on e-Builder via classroom training and individual sessions as appropriate
- Provides administrator-level general support to e-Builder users
- Stays abreast of advanced updates in the e-Builder system by analyzing quarterly rollouts and communicating with user population regarding possible benefits or issues related to recent changes. Also remains knowledgeable of updates to other systems which provide data or interfaces for e-Builder such as Navision, Primavera, and Microsoft Outlook, etc
- Applies the agency’s document retention schedule by proactively monitoring file dates and executing permission-based purges per documented process and policy
- Writes reports, delivers presentations, communicates concepts and deliverables to clients, and participates in quality control checks
- Employment verification
Senior Desktop Support
05/2011
-
05/2015
Chicago, IL
- Background check
- Direct support responsibilities for LAN voice/data infrastructure outside the data center, with emphasis on support of network enclaves classified networks used for the development and testing of Launch Vehicle Division programs
- Use best practices in support and maintenance of network infrastructure to ensure the highest consideration for availability, security, performance, and scalability
- Interfaces as technical leader for collaboration w/the Enterprise Network & Communications Infrastructure team - Adheres to enterprise standards and principles in the support and maintenance of Network and communication infrastructure and services
- Guide desktop support staff through proper decision making and escalation
- Manage desktop and laptop imaging and deployments
- Maintain IT Inventory and supplies
- Able to manage team schedules based on demand
- Raise awareness of recurring issues to IT Management for resolution
Senior Desktop Support Associate
05/2007
-
04/2011
Chicago, IL
- Address high priority level issues quickly and thoroughly
- Ensure proper recording, documentation and closure of tickets
- Recommend procedure modifications or improvements
- Understand and apply firm policy and procedures
- Address any other items as needed
- Service Desk Backup: Performs basic Service Desk functions as coverage requires including answering Service Desk telephone, creating and assigning tickets, providing 1st level telephone support for the Service Desk
- Support Methods: Provide support service via remote control software, at on-site customer location, and at off-site facilities
- Desktop, Laptop, Thin Client, and Tablet Computer Support: Investigates and resolves minor to moderate hardware, software, and network error issues. Verifies basic PC and network functionality. Replaces defective basic hardware (mouse, keyboard, monitor, …) and thin client computers
- Limited Printer Support: Investigates and resolves minor to major printing issues. Verifies printer network connectivity,
Education
Averett University
2003 - 2007
Bachelor's Degree in Computer Science
Professional Skills
- Excellent communication skills, attitude, and customer service skills
- Strong, professional client-facing and communication skills
- Strong troubleshooting + customer service skills
- Excellent troubleshooting skills, especially for Windows, Networks and Telecom systems
- Strong communication skills in collaborative support efforts and in documentation
- Excellent communication skills, written, and oral
- Effective oral communication skills for explaining technical information to end users, and for guiding users to identify and resolve system issues
How to write Senior Desktop Support Resume
Senior Desktop Support role is responsible for customer, troubleshooting, technical, software, mac, microsoft, hardware, telecom, design, reporting.
To write great resume for senior desktop support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Senior Desktop Support Resume
The section contact information is important in your senior desktop 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 Senior Desktop Support Resume
The section work experience is an essential part of your senior desktop 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 senior desktop 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 senior desktop support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Senior Desktop Support resume experience can include:
- Application Support: Applies application and OS patches and updates. Installs optional application modules. Researches and resolves minor to moderate application and OS error messages
- Excellent written and verbal communication skills to clearly communicate with management, users, IT staff, and vendors
- Has excellent communication skills and proactively follows up on IT service requests/IT problem tickets until customer confirms resolution
- Solid PC Hardware skills – competent in all aspects of PC and Mac / laptop / peripheral installation, repair, parts replacement and configuration etc
- Provides desktop services to customers following documented processes while providing a good customer service experience to those supported
- Access to our extensive training resources such as Pluralsight, Skillsoft, toolbox talks, etc
Education on a Senior Desktop Support Resume
Make sure to make education a priority on your senior desktop support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your senior desktop 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 Senior Desktop Support Resume
When listing skills on your senior desktop 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 senior desktop support skills:
- Proven exceptional organizational skills, multi-tasking skills and ability to prioritize requests as they arise who is capable of self-directing
- Communicate effectively both orally and in writing; and maintain effective working relationships with other staff and clients
- Effectively manage multiple, competing, high-priority tasks with varying deadlines
- Excellent verbal skills and customer service background
- 4) Strong Win 7 and soft skills
- Excellent customer service skills, self-directed and the ability to thrive in a fast paced, highly critical environment
List of Typical Experience For a Senior Desktop Support Resume
1
Experience For Senior Desktop Support Technician Resume
- Mathematical skills including the ability to apply basic algebra and concepts such as fractions, percentages, ratios, discounts, and interest
- Provide an excellent customer service experience to our employees worldwide
- Experience in support & troubleshooting Windows & Mac OS platforms including mobile devices running Apple iOS & Android OS
- Strong understanding and interpretation of workflows to facilitate timely routing/escalation of IT issues/service requests to the appropriate swim lanes/POCs
- Flexibility to respond to changing work priorities and handle multiple, competing demands at the same time
- Experience with client-side troubleshooting of network services (i.e. DNS, DHCP, and certificate-based authentication)
- Experience managing large rollouts and mass deployments of PC / Mac desktops and laptopsSearch Jobs US
- Produce and roll out processes and tools to improve support effectiveness
2
Experience For Senior Desktop Support Technician Level Resume
- Provide excellent customer service and quick resolution of technical issues for NIH employees and scientists
- Validates IT related assets
- Strong understanding of ITIL/ITOM processes and procedures
- Setting up, installing and configuring PC hardware (HP and Lenovo desktops and laptops) and software for a manufacturing plant with 188 employees
- Mentoring/Leadership: Acts as a mentor for the Desktop Support Tech and provides leadership during manager's absence
- Meeting support, coordination, and troubleshooting
- Troubleshooting hardware and software
- Assisting the projects team with desktop/infrastructure related projects as needed
- Documenting solutions in a clear and accurate manner so that resolutions are pushed to the lowest level
3
Experience For Senior Desktop Support Associate Resume
- Working knowledge of Microsoft Office2013/2016/Office 365
- Troubleshooting of Corporate Mobile Devices and BYOD Enterprise Asset Management
- Working knowledge of Server and Data Network management
- Understanding of database structures and SQL
- Scripting (DOS, Powershell, BASH)
- Viewing computer screens (75-95%)
- Working knowledge with Microsoft SCCM and/or JAMF’s Casper Suite
- Allocating tickets to team via ticket que
4
Experience For Senior Desktop Support Tech Resume
- Coordinating with end users for appointments
- Troubleshooting issues in a timely, efficient, and accurate manner keeping the end user notified of current progress
- Maintaining consistent, accurate, and up-to-date inventory documentation
- Meeting the required number of remote site visits per quarter/year
- Completing Remote Site Visit Checklists upon completion of each remote site visit
- Assisting end users with IT related questions/ issues/ concerns
- Ensuring tickets created by remote site end users are resolved and closed out
5
Experience For Multiple Senior Desktop Support Professionals Resume
- Trying to rebrand their service desk
- IT inventory of stock in house, such as moving, sorting, cleaning, stocking etc
- Responsible for working and tracking cases from beginning through resolution
- Responsible for providing assistance in Telecommunications planning, engineering, and architecture
- Responsible for the scheduling and setup of asset replacements including the migration of user’s old data from their existing asset to the new asset
- Restores files or systems by designing, writing and implementing backup procedures
- Works in a team setting, sharing information and assisting others with calls
- Knowledge and understanding of Microsoft client operating systems including Windows 7, Windows 8, Windows 10 and their use in global enterprise environments
- Assist customers with IT related issues in a Service Desk setting, troubleshooting issues and resolving where applicable remotely
6
Experience For Client Field Senior Desktop Support Resume
- Day to day support of VIPs/Executive Assistants including company required training and new executive setup
- Backup support role to AV Services Lead by responding to AV/Conference room setup and meeting requests
- Assist in formulating and implementing procedures to improve IT service levels
- Basic understanding of TCP/IP networking, Cisco switches, firewalls, VPN, VoIP
- Monitors and responds to hardware and software problems utilizing a variety of hardware and software testing tools, techniques and technologies
- Assures that network systems are running according to normal processes
- Performs the installation, modification, testing, and servicing on all data communications network equipment
- Determines network requirements for designing and developing hardware, software, and telecommunications solutions
7
Experience For Senior Desktop Support Resume
- Assist in employee on-boarding and off-boarding
- Backups: Responsible to safely and securely transport tapes according to tape back up rotation procedure to offsite storage
- Technologies Currency: Keeps informed of new and developing technologies and looks for ways to utilize them to improve customer performance
- Handle support tasks in a timely manner, close tickets quickly while maintaining accuracy
- Continually researches and keeps abreast of new computer infrastructure, computer system operating environments and new software applications
- General understanding of desktop infrastructure architecture and ability to improve operations
- Detail oriented and capable of documenting tasks and procedures
- Mobile devices including Android and IOS platforms
- Maintain asset tracking. Change toner for printers/copiers
8
Experience For Senior Desktop Support Technician Resume
- Develop and maintain troubleshooting procedures and system documentation
- Implement universal images using DeployStudio
- Advanced understanding of Apple products (Yosemite, El Capitan) is required
- Responsible for coordinating the numerous service call requests received each day
- Provides high-level support to Desktop Support Technicians for ongoing desktop computers, peripheral equipment and software work
- Acts as a third level support for troubleshooting of desktop and laptop computers
- Assists in providing technical advice to end-users
- Be responsible for the technical training of new desktop support staff
- Work with desktop supervisors on updates for the technical manual, by contributing written proposal for added or new technical documentation
9
Experience For Senior Desktop Support Technician Level Resume
- Be responsible for the technical training of new desktop support personnel as it relates to technical SOP’s
- Contributed to the content of the technical manual by supporting research and development of new methodologies and technologies
- Responsible for the keeping inventory of assets received, deployed and retired through the Computer Lifecycle Management Program
- Participates in cross training
- Multiple device configuration including personal device support and configuration
- Work closely with the Service Desk and End User Technology Engineering to ensure efficient incident and problem management
- Make recommendations on and maintain appropriate working relationships with vendors and third-party support providers
10
Experience For Senior Desktop Support Associate Resume
- Represent the interests of the customer internally, providing appropriate escalation to other IT functions
- Develop client documentation as required to support end-user computing requirements
- Handle all tickets assigned through Service Now Ticketing tool
- Complete handover of any IT equipment to users and setting up same at user’s seat location
- IT Hardware / software purchase requests coming through tickets to be notified to Lead (follow up with vendors if need be) and supplied to the requestor
- Windows XP/7/8/10, Office Suite, Mac OS X, Google, Exchange, Office 365, Active Directory, Networking, Anti-Virus, Printer, Scanners, Mobile Devices
- Diagnoses and repairs problems and deploys upgrades to existing networks
- Works on integration initiatives that combine telecommunications technologies with other networking systems
List of Typical Skills For a Senior Desktop Support Resume
1
Skills For Senior Desktop Support Technician Resume
- Good people skills with cheerful, helpful, service oriented attitude
- Excellent customer service skills over the phone, remotely, and at desk side. Self-starter who is able to work in a team environment
- Strong Win 7 and soft skills
- Excellent Customer Services skills both in person and over the phone or written via a remote session / email / IM etc
- Strong end-user support skills
- Strong customer service experience in a technical setting
- Four to six years of relevant work experience required.Valid driver's license and clear driving record required
- Effectively manages work, understands and meets SLA requirements (personal and team’s work queue) through the utilization of a ticketing process
- High level of both oral and written communication skills
2
Skills For Senior Desktop Support Technician Level Resume
- Has advanced troubleshooting and resolution skills
- Knowledge of and skill to operate the applications supported, which include SQL Queries, Windows, Outlook and Microsoft word, Excel, Access, and PowerPoint
- Customer service skills to act responsively to inquiries and requests, and escalate appropriately
- IT experience in a support, and/or project based environment, previous experience as a Desktop Technician required
- Work multiple incidents and effectively manage resolution of tickets
3
Skills For Senior Desktop Support Associate Resume
- 3) MS sql experience and little oracle sql experience
- Prior experience with Citrix
- Strong Windows applications and PC experience
- Experience with Microsoft System Center Configuration Manager (SCCM), At least 3 years’ Experience in similar role
- Work with minimal supervision, manage own time effectively, maintains control over all current projects/responsibilities
- Strong ability to prioritize ‘on the fly’
- Prior C-level support experience
- Looking for a MAC SME, experience/certification with Casper Suite or JAMF
- Training end users on how to operate the equipment as requested
4
Skills For Senior Desktop Support Tech Resume
- Experience with conference room technology including, video conferencing, audio conferencing, and mic/speaker setups or troubleshooting
- Experience documenting business requirements, executing change management during a project and maintaining documentation
- Experience creating and maintaining user training materials and/or leading user trainings of business functions
- Excellent understanding of AppleScript – writing, debugging
- Three years experience running company events, department meetings, remote meetings, using host of conferencing tools, primarily WebEx
- Experience deploying hardware and patching
- Experience providing Mail Support to include at least some of the following: Outlook, Entourage, Apple Mail /Mac Mail, etc
5
Skills For Multiple Senior Desktop Support Professionals Resume
- Experience providing Network Support: Knowledge of LAN, Wireless, and VPN troubleshooting
- Experience in providing high level of customer service and comfortable working with all levels of staff and leadership
- On boarding and Off Boarding Experience
- Experience with rolling out O365, training and related office support issues
- Experience providing assistance to users with any end user troubleshooting
- Check the ticket queue to ensure that new and outstanding requests are appropriately assigned and prioritized
- Experience supporting a Call Center environment and technology
- Experience working in IT support
- Experience working with iOS/Apple devices
6
Skills For Client Field Senior Desktop Support Resume
- Experience with on-site and/or remote installations and troubleshooting
- Experience troubleshooting Blackberry and iPhone mobile devices; Blackberry Enterprise Server Knowledge and Apple iOS
- Or more experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
- Two years of IT experience, including background in Windows admin & related technologies, such as Windows admin tools & Active Directory group policies
- BS Engineering / Computer Science or equivalent experience required
- Experience of implementing best practise I.T. support processes
- Helpdesk support experience with at least 3 years supporting VP and C-level executives
7
Skills For Senior Desktop Support Resume
- Strong understanding of Windows/Linux is desired
- Experience with SAP ECC, preferably in Sales and Distribution including configuration and enhancements
- Experience in troubleshooting T2 & T3
- Experience Supporting Leadership meetings
- Experience providing VIP support
- Experience using remote desktop tools
8
Skills For Senior Desktop Support Technician Resume
- Desktop support experience – this is the biggest thing
- Five years experience with help desk coverage and scheduling with PTO / OOO requests
- Five years experience supporting Executive Staff and Exec Admins through their day to day IT support activities
- Experience supporting Google Docs
- Demonstrates Working knowledge of PC Hardware and Software Installation and Configuration Settings
- Windows OS desktop support experience with at least 250 end users
- Experience in 1st level Corporate IT support, gained in a multi-site IT operations environment in 100% Mac environment
9
Skills For Senior Desktop Support Technician Level Resume
- Establish strong relationships with individuals at their peer and supervisory levels
- Provides and awesome team member experience
- Experience running New Hire Orientations, laptop deployments, training, and making the new hires feel completely welcomed
- Studies and evaluates prior steps in resolving escalated issues, and develops and executes new trouble shooting steps until the issue is resolved
- Experience performing Desktop Support in a fast-paced, high demand role at a large business professional environment
10
Skills For Senior Desktop Support Associate Resume
- A strong sense of your career goals and the technologies that support them
- Experience as a Desktop Technician and has acted as a lead
- Experience imaging PC hardware
- Has experience in supporting a virtual environment
- Experience troubleshooting MS Office 2016 and O365; and MS Office 2016 for Mac
List of Typical Responsibilities For a Senior Desktop Support Resume
1
Responsibilities For Senior Desktop Support Technician Resume
- Solid experience of PC support in a medium or large corporate environment
- Five years experience with account creations and separations. Making sure SLA’s are meet while constantly improving the process
- Demonstrate the ability to learn new technology and apply best practices
- Experience in the administration of user accounts and properties – creation, deletion and maintenance etc
- Stronger on MAC side of support
- Strong background with PC support and active directory
- If their knowledge is high, but not as experienced, he would entertain the idea
2
Responsibilities For Senior Desktop Support Technician Level Resume
- Experience with Mac/Apple devices both mobile, desktop, and laptops for at least six months
- Experience with Slack or other communication tools
- Five years experience with laptop refreshes, leases, deployments, and repairs
- Monitor Service Ticket Queues and routes priority Service Tickets accordingly
- Operates as a Lead
- In Depth Experience with MS Office (including Word, Excel and PowerPoint)
3
Responsibilities For Senior Desktop Support Associate Resume
- Experience in IT end-user support
- Experience
- Audio/Visual hardware or technology experience
- Experience with Mac/Apple devices both mobile, desktop, and laptops for 6+ months
- 5+yrs of experience in Desktop support
- Prior Help Desk Knowledge, as a technology leader
- Three or more years of desktop and systems support experience in diverse IT environments
4
Responsibilities For Senior Desktop Support Tech Resume
- Experience in break fix with Win 7 devices
- Experience in break fix Office 2010 and above
- IT customer support experience
- Relevant work experience in a Help Desk capacity
- Has World Class call center experience
- Good technical Windows background
5
Responsibilities For Multiple Senior Desktop Support Professionals Resume
- Able to build good relationships with internal / external suppliers
- Direct Technology Support experience
- Call Center or any remote IT support virtual experience
- Remedy or equivalent ticket management system experience
- Virtual machine, Linux, Apple iOS support experience desired
6
Responsibilities For Client Field Senior Desktop Support Resume
- Four years of relevant work experience is required.The ability to commute to and throughout user facilities is required
- At least two years of hands-on, technical support experience
- Supportend-users in person and over the phone with excellent customer service
- Experience in Windows 7 required
- Experience with Dell client hardware required
- 1year+ of Service Desk experience
- Provides experienced technical support of desktop computers, Mac OS computers, SSO, VM, Casper, Landesk, SCCM, Airwatch, Office365 applications
- Typically, 5 to 7 years’ related experience
7
Responsibilities For Senior Desktop Support Resume
- Prioritize workload accordingly
- VMware support experience
- Assisting end users by creating Remedy tickets or assisting with resolution of existing tickets
- Provides support to employees for network/hardware issues, including resetting passwords, starting printers, etc
- Proficient with both ends of basic level testing as well as high level testing and documentation
- Receive and respond to incoming calls and/or e-mails regarding desktop problems
8
Responsibilities For Senior Desktop Support Technician Resume
- Separate team for desktop engineering and networking
- Provides support to company personnel by maintaining a general working knowledge of all applications to provide support when needed
- Proficiency supporting users running macOS from 10.8 on, and Windows 7, 8, and 10
- SCCM OSD, ImageX imaging or similar desktop imaging technology
- Provide on-going training and assistance to users on computer systems and software
- Configure and deploy desktop operating systems
- Provide frontline customer service in more complex/high profile work areas, either remotely or at the end user’s location, using advanced troubleshooting and technical skills to resolve complex problems and perform maintenance tasks
9
Responsibilities For Senior Desktop Support Technician Level Resume
- Resolves desktop issues with various Operating Systems (Windows, Mac) in a platform agnostic IT environment
- Desk Side issues to include but not limited to the following
- Advise or train customers regarding the technical aspects and use of standard software packages
- Provide an accurate record of each call-in incident management tracking tool
- Monitor ticket SLA’s and provide feedback for tickets misrouted
- Troubleshoot software or hardware to ensure functional objectives and SLA’s of the business are met
10
Responsibilities For Senior Desktop Support Associate Resume
- Make sure customer escalations are handled properly
- Follow up with customers to ensure follow through and customer satisfaction
- Support associates locally and remotely across client branch locations
- Providing hardware support for workstations (Dell desktops & laptops), printers & copiers, mobile devices and imaging; including installations and configurations
- Perform installations, adds, moves, and changes for PCs, monitors, printers and related peripherals
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