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Customer Service Desktop Support

Oradell, New Jersey, United States
January 17, 2017

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Desktop Support Analyze

Dalton T. Credle

*** **** ** ********, ** 07675 - Cell (551) ***-**** -

Professional Objective


Seeking a position as a Desktop Support Specialist

Where excellent hardware and software skills can be fully utilized to maximize the end user satisfaction.


• 24+ years of extensive experience in supporting computers and networks

• Highly skilled in troubleshooting hardware, software, LAN, WAN and operating system issues

• In-depth knowledge of branded and non-branded PCs, laser printers, laptops, and peripherals and bar-code scanners

• Hands-on experience in hardware repairs such as video cards, motherboards, and hard drives in addition to a number of software programs


• Demonstrated ability to provide user support by means of remote access tools

• Proven skills in Windows 7,8,8.1 Microsoft Office 2007/2010 and Antivirus software

• Able to configure and use Microsoft Enterprise, Active Directory and IBM Lotus Notes

• Documented success in responding all inquiries and tickets in a timely manner


• Reorganized help desk procedures, shortening response time from 30 to 15 minutes

• Designed and implemented a new network strategy

• Trained and coordinated activities of 5 help desk personnel, whose efforts resulted in good user experience

Computer Skills

IT Professional with 24 years of experience in computer operations (14 years) and

Desktop Support (10 years)

Companies worked for: Medical Economics, Thomson Healthcare, PDR Net LLC and Pfizer Inc.

Experienced in providing a high level of customer service for internal customers.

Technical expertise: Troubleshooting, hardware problems, hardware builds, software upgrades, MAC support and phone system support. Use logic and reason to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Talk to others to convey information effectively Consider the relative costs and benefits of potential actions to choose the most appropriate one. Identify complex problems and review related information to develop and evaluate options and implement solutions. Manage own time and the time of others. Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, organization rules, and the democratic political process. Ability to listen to and understand information and ideas presented through spoken words and sentences.

Employment History

Chef Central in Paramus, NJ Sept. 2010 to Present

Sales Associate

• Provide outstanding customer service to each customer by providing a

friendly enironment, which includes greeting and acknowledge and all other

Aspects of customer service as deemed necessary.

• Aid customers in locating merchandise or finding the right solutions

based on individual needs.

• Achieve in processing and replenishing merchandise and monitoring floor stock

• Assist in floor moves, merchandising, display maintenance, and housekeeping of sales

floor and stock room.

• Assist in ringing up sales at the register and/or bagging merchandise.

• Any other tasks as assigned by any member of management.

Pfizer Inc. Apr. 2011 – Jul.2011

Desktop Support Analyst II - Contractor for Migration

•Perform onsite analysis, diagnosis and resolution of client devices and network problems for End Users.

•Developed and executed the procedures in order to recover the lost data that occurred due to hard drive failure

•Resolve problems via remote desktop access, in person, by telephone or e-mail.

•Install, configure, test, maintain, monitor and troubleshoot desktop and laptop hardware and software, peripherals.

•Identified the problems in the systems and resolved many of them and forwarded some of them to concerned departments for providing solutions.

•Research available information sources to create and provide technical specifications to install.

•Provide support for Adobe, SAP, Citrix, Outlook, and Windows Office Suites.

PDR Net LLC Sept. 2009 – Feb. 2010

Desktop Support Analyst II

•Provided computer tech support for internal users.

•Computer builds-installing Windows XP and MAC OSX.

•Provides Blackberry support, troubleshooting and account maintenance.

•Hardware support included installation and maintenance of printers.

•Software support included work on all Microsoft products.

•Removal of Spyware\Malware on infected PC’s.

Thomson Healthcare Jan. 1999 –Sept. 2009

Desktop Support Analyst II

•Assisted in the building of customized computers.

•Provide support for Phone system including backups, account creations, voice mail setup and password resets.

•Provide first level support for local servers including troubleshooting issues from Desktop to switch, create accounts groups, and security permissions within Active Directory.

•Provide MAC Support including images, software installs and configurations.

•Create\maintain Exchange e-mail accounts.

•Creates\modifies documents and procedures for various installations and software installs.

•Installs and maintain Network printers.

•Worked on upgrading and installing operating systems, memory, disk drives, CD-ROMs drives, and hard drives.

•Worked on the removal of viruses from computer systems.

Medical Economics Jul. 1985 – Jan. 1999

Computer Operator Data Center

•Worked in a large Data Center.

•Took requests from Employees and run specific reports and queries.

•Other responsibilities include monitoring and maintaining data center systems to ensure requested information can be compiled in a timely manner.

•Oversees the support and ongoing operation of server and mainframe equipment.

•Computer and peripheral operations.

•Data entry, data control, job scheduling and quality control.

•Supports multiple business locations by typically “housing” their applications within the corporate data center.


Pamlico County High School –

Lyons Institute

Hackensack, N.J.

Digital Computer Electronics

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