Desktop Support

CRAIG SCHULTZ

**********@*****.*** 414-***-****

SKILLS • 15 years of IT Help Desk

experience

• MS Windows SME (10 &11)

• MS Office 365 admin

• PC hardware and software installs

• PC repair and troubleshooting

• Active Directory management

• Excellent customer service

• Highly detail oriented

• Excellent communication skills

RECENT WORK

HISTORY

IT Support Specialist Franklin Energy – 12/2019 – present day

• On-boarding and off-boarding of users

• Communicate technical information to non-technical users

• Day-to-day issues resolved via Freshdesk, Bomgar, and other tools

• Respond to assigned tasks in accordance with predefined guidelines while meeting targets for SLA

• Maintain accurate and concise service asset and configuration management for desktop infrastructure

• Diagnose and resolve software and hardware issues

• 100% remote support to ensure end user uptime

Technical Support Representative II FIS - 07/2016 – 12/2019

• Provide day-to-day technical support to bank employees for network infrastructure, internal desktops and thin clients, servers, and software

• Maintain passwords, data integrity, and file system security for desktop and Citrix environments

• Recommend hardware and software solutions, including new acquisitions and upgrades

• Set up new users' workstations and assisted with onboarding processes

• Documented all reported issues and resolutions accurately and timely IT Service Desk Analyst Actuant - 01/2014 - 09/2015

• Responded to requests for technical assistance via phone, e-mail and in person for walk up support

• Extensive Active Directory and remote services set up

• Supported 500+ user stations consisting of Dell and Apple products, including iPhones

• Installed, configured, and maintained desktop computers, laptops, peripherals, and software applications

Additional Work History Upon Request

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