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Sr. Desktop Support Technician

St. Cloud, Minnesota, United States
August 19, 2018

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A high-performing desktop support technician seeking a senior desktop support role, leveraging current technology skills to move forward.


Ticketing tools (ServiceNow, HP Service Manager)

Microsoft operating systems (7, 8, 10) & productivity tools (Office 2010 to current)

Smartphone operating systems (primarily Android, with some iOS) & productivity tools (Office, Citrix)

Tools for application installation and PC re-imaging (primarily Altiris)

Remote access tools (Bomgar, Dameware, Remote Desktop)

Web browsers (Internet Explorer, Firefox, Chrome)

Leadership and mentoring

People and project management


Optum IT, Minnetonka, MN

Desktop Support Consultant, 2005 – 2017

Performed hardware and software support and installation.

Diagnosed hardware failure

Diagnosed user errors

Conducted business and technical translations, supplying easy-to-understand explanations to users and the admins of top executives in the company

Received over two dozen recognition notes and spot awards based on client relations, persistent customer service, and technical efficiency

Wrote and developed technical training documents for use by Level 2 support technicians

Reported weekly and monthly to management, providing written and oral reports.

Worked as an in-house consultant, researching alternate approaches to existing software and hardware.

Recognized by team management several times for superior communications, both written and verbal

Respected team-wide for efficiency in conducting team meetings; often asked to fill in for technicians not available to host

Provided quality compliance examination to Level 1 phone support for four years, moving tickets to the proper queues as needed

Audited Level 1 phone support quality for patterns of failure and reported to supervisors as necessary

Mentored and provided informal leadership to less experienced technicians and those new to the company.

Regularly asked to substitute for the manager while on PTO

Rescued five technicians from corrective action plans by detecting patterns of reporting mistakes


JCI (Junior Chamber International, Jaycees), Lake Elmo, MN

General Member & Mentor, 2000 - Present

29th of 140 chapters statewide as local chapter president in 2001

Chosen the outstanding state vice president of the year in 2005

Secured two national vice presidents and two national program managers for JCI Minnesota members during my term as state political advisor

Constructed an analysis of chapter membership for every chapter in the state as presidential advisor

Served as regional staff member, presidential assistant, local chapter president and regional staff coach

Served as the Minnesota overall chair of a charity chili cook-off project involving JCI Minnesota and JCI Wisconsin four times

Advised volunteers and volunteer leaders to ensure quality of programs and effective use of resources.

Assigned duties to staff and volunteered.

Planned, directed, and prepared fundraising activities and public relations materials.

Researched and analyzed member and community needs as basis for community development.

Spoke to media to explain local project's purpose, programs, and policies, including appearances on local radio stations.

Presently serve as a local chapter mentor.



University of Kansas, Lawrence, KS

Bachelor of Arts, Accounting and Business Management, 1995

GPA: 3.94. Member of residence hall leadership team, 1994 and 1995

Tony Wencl

400 US 10

St. Cloud, MN 56304

Cell phone: 651-***-****

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