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Desktop Support Customer Service

Richmond, CA
September 30, 2018

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Jim Do

**** ******** *****, *** ****, CA. *****, Tel: 408-***-****, Email:


KLA-Tencor, Milpitas CA Corporate IT Support Tech Feb 2014 - Aug 2018

Provide technical support and training for personal computer and PC network users

Delegates and handles tickets to make sure they are properly routed, worked and documented

Performs preventive maintenance, test and repair of equipment

Provide training to newly hired IT helpdesk

Assists with the resolution of application, hardware and software problems

Advanced support and troubleshooting of personal computers, laptops, printers, mobile

Dispatch Service Now tickets within the IT support team work in progress, Pending, etc.

VMware Sr. Desktop Support Tech Aug 2010 – Oct 2014

Provide network support

Provide LAN (Local Area Network) and WAN (Wide Area Network) support to remote end users

Handle daily technical support activities on desktop support, data network and server management

Responsible for Technology engineering standards for workstations

Perform system Administration for 3rd party support applications

Basic troubleshooting and escalation of DHCP, DNS, WiFi, VPN and other network issues

Provide remote user support

Microsoft Inc. Data Center Field Tech Jun 2008 – Jul 2010

Performs routine duties to customer needs. Interface directly with Customers in depth background in break/fix hardware service. Provides onsite technical customer support timely, response to customer service needs to maintain a high level of customer satisfaction.

Migrate workload off server, physical inspection, airflow check, hard disk scan, event log alerts or trends, install patches and updates.

Build and deploy Server rack HP Proliant, Dell EMC cabinet, stack and rack, cable management,

Install / decommission switches and servers in the data center or IDF.

EDUCATION: San Jose State University SJSU Bachelor’s Degree in Computer Science


Knowledgeable in the troubleshooting of both hardware and software in a Windows environment

Very strong communication with excellent verbal and written skills

Seasoned professional able to work calmly under pressure and/or challenging conditions

Able to discretely manage highly confidential/sensitive company and personal information

Strong attention to detail

Strong relationship building abilities/diplomatic and the ability to handle stress with poise

Strong Windows server 2016, 2012R, AD and Windows 10 and 7 platforms knowledge

Ability to clearly define and document technical procedures

Ability to coordinate with other technical teams in the delivery of end user services

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