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Customer Service Desktop Support

McKinney, Texas, United States
January 01, 2018

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Vitaliy Rusov


**** ******** ****,

Apt. #322

McKinney, TX 75070



Perform as information systems support for a reputable company where with proven troubleshooting skills, technical expertise and professional customer service experience will result in accelerated and accurate resolution to insure minimal loss of productivity.


I am Desktop Support Technician Tier 2 with more than 9 years of experience supporting software/hardware systems for a large enterprise environment. I am 2nd top productive technician in our organization with 100% positive customer’s feedback. Authorized to work in US for any employer.


Strong communicator of complex technological concepts to professional and non-professional audiences.

Windows XP, Vista, 7, 8 and 10.

Knowledge of MS Server 2008, 2012, 2016.

Microsoft Office Suite 2003, 2007, 2010 and Office 365.

User administration via MS Active Directory.

Remote tools such as DameWare Remote Control and MS Remote Desktop.

BMC Service Desk Express (incident system.)

Initial install, configuration, troubleshooting and maintenance of HP, Ricoh, Canon and other printer brands.

Extensive knowledge of hardware, software and networking problem resolution (LAN, TCP/IP) either remotely or in person.

Strong technical background with solid history of delivering outstanding customer service.

Solid experience working under time constraints and managing priorities.

Remarkable ability to adapt to sudden changes and experience making difficult decisions.

Professional in appearance and presentation.

Basic experience with iMac.


Hardware Technician CNE Health System

02/25/2015 12/1/2017

Desktop Support Level 2 for over 1500 end users. Laptops, workstations, WYSE-Thin terminals, printers, hardware and software support via phone, email and remote. Windows OS install and configuration. Asset database management. Malware detection and removal. Resolved various Windows user profile problems. Equipment moves, relocation. Participated in various projects. Most recent one was EPIC Go Live project where I was deploying computers, printers, scanners etc. to over 100 new office spaces ahead of schedule.

Helpdesk Analyst CNE Health System

09/30/2013 02/25/2015

Taking 20+ calls a day, resolving variety of desktop problems using approved tools and according to standards and policies. Network administration functions, set up network user accounts/permissions, reset passwords via MS Active Directory. Ensured quick resolution of user concerns and escalated application specific issues to appropriate support personal. Maintained and constantly updated help articles in our KME database. Participated in various projects.

Computer Operator CNE Health System

05/05/2008 09/30/2013

System monitoring, data and file transfers, system backups and scheduling. Customer support, incident and escalation reporting, problem and change management. Identify, troubleshoot and document all problems with backups, batch processing and then escalating any problems to the appropriate support personal.


A+ Certification from CompTia. Expires 10/06/2018.

Finished Windows 7 Essentials computer course.

Finished Designing, Optimizing and Maintaining Database

Administrative Solution for MS SQL 2008 course.

Associate degree in Applied Electrical technology from Vocational

College of Maritime Transport, City of Odessa, Ukraine.


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