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Desktop Support Service Technician

Willow Spring, NC
December 29, 2018

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**** ***** ******* **

Willow Spring, NC *****

919-***-**** 919-***-****



Ability to adapt to situations

Tasks Completion within Deadlines

Quickly learn new technologies


Interpersonal Skills

Problem solving abilities


Series 7 Brokerage License May 1988

Series 63 Brokerage License May 1988

A + Core Service Technician Feb 2001

CompTIA A + DOS/Microsoft Windows

Service Technician Apr 2001

CompTIA Network Mar 2001


An energetic and imaginative IT professional who is able to work alongside other talented IT professional in application development to the very highest standards. Proven record of success diagnosing and resolving technical issues. Able to clearly understand problems and find positive solutions through use of critical thinking, problem solving, team work and communication. Superior skill in translating complex and abstract ideas into sound, easily understood financial assumption. Excel in team collaboration and solution brainstorming. Adaptable and flexible problem solver with the ability to anticipate and preempt issues and solves crises with minimal negative impacts. Excellent verbal & written communication skills in English. KEY AREAS OF EXPERTISE

Team Leadership

Clients Needs Assessment

Team Collaboration

Software & Hardware Troubleshooting

Extensive Windows Knowledge

Good Presentation ability


Server Configurations

Advanced TCP/IP Knowledge

Excellent time management

Diligent and detail-oriented

Staff Development & Motivation

Applications troubleshooting

Service Desk\Sr. Analyst Feb 2012 - Present

HCL America – Cary, NC

Notify customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily

Builds knowledge base for reference for incoming calls and escalation procedures

Maintain statistical reports and documentation

Install Adobe, Outlook, Printers, Java, etc. software for remote users IT Analyst I-II/Desktop Support Oct 2003 - Oct 2010 Wake Technical Community College – Raleigh, NC

Worked with IT Analysts I-II to keep 2500+ computers operational for users and Computer labs

Documented work using School Dude ticketing system

Created many different images for computer labs using Ghost or Altiris, depending on classroom needs

Team Leader and/or Team Member on sizable projects to meet deadlines IT Desktop Support Sep 2003 - Oct 2003 (Contract)

Provided day-to-day technical support for networked and in-house desktop/laptop systems

Performed software updates and hardware upgrades

Ensured a good line of communication with both upper management and team members

Performed other related duties

Temporary IT Desktop Support Jun 2003 - Jul 2003 (Contract)

Worked with Analysts I-II disassembling old computers from computer labs, installing new computers, and cloning images on computers for Fall Semester classes

Replaced defective hardware components and shopped back defective under warranty to vendors for replacement

Performed software updates and hardware upgrades

Performed other related duties

Situated to convey exceptionally powerful inventive answers for business and innovation PERSONAL SKILLS

Ability to work well within a team

Decision making

Strong leadership competencies

High levels of integrity

Great sense of professionalism

Dedication and patience

Very responsible


Strong will to learn

Project Management Quality Control & Assurance Application Installations / Upgrades EDUCATION/TRAINING

East Carolina University Bachelor of

Science in Business Administration,

Concentration: Finance

May 1988

Wake Technical Community College

Quality Professional Developments

“Tools of the Trade” Fall 2006

Higher Education Extron Electronics of

Global Configuration

Apr 2007

Altiris Deployment Solution Foundations

Nov 2008

5115 – Installing and configuring the

Windows Vista Operating System

Jun 2009

6294A Planning and Managing Windows

7 Desktop Deployments and


Mar 2010

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