Technical Support Desktop

David L Gray

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

Plano TX

************@*****.***

469-***-****

**Summary**

Highly skilled Desktop Support professional with 8 years of experience in providing comprehensive technical support for PCs, networking, and POS systems. Adept at troubleshooting hardware and software issues, ensuring optimal performance and security. Strong background in high-security environments, ensuring adherence to strict security protocols and procedures. Proven ability to manage and resolve complex technical issues efficiently, with a focus on customer satisfaction.

**Professional Experience**

Desktop Support Specialist**

Dell Technologies

Dallas Fort Worth

Dec/2022 – Present

- Provide technical support and troubleshooting for PCs, laptops, and peripherals for Dell clients.

- Diagnose and resolve hardware and software issues, ensuring minimal downtime for end-users.

- Manage and configure network setups, including LAN, WAN, and wireless networks.

- Perform system upgrades and software installations, ensuring compatibility and optimal performance.

- Maintain and update documentation for support processes and procedures.

- Adhere to high-security protocols, ensuring data integrity and confidentiality.

- Collaborate with cross-functional teams to address complex technical issues and implement effective solutions.

Field Support Specialist II**

CDK Global

Hoffman Estates IL

Oct/2019 – Dec/2022

- Provided first-level technical support for a diverse client base, resolving hardware, software, and network issues.

- Supported Printers/Copier systems, ensuring smooth operation and quick resolution of technical problems.

- Conducted routine maintenance and updates for client systems, enhancing performance and security.

- Developed and implemented security measures to protect sensitive data and systems.

- Trained and mentored junior support staff, fostering a collaborative and knowledgeable team environment.

- Assisted in the roll-out of new technologies and system upgrades, providing support and training to end-users.

IT Network Technician**

Field Nation

Dallas TX

June/2018 – Oct/2019

- Delivered technical support for desktops, laptops, and network devices.

- Diagnosed and resolved technical issues remotely and on-site, ensuring high customer satisfaction.

- Configured and maintained network infrastructure, including routers, switches, and firewalls.

- Provided support for POS systems, including installation, configuration, and troubleshooting.

- Implemented security protocols and best practices to safeguard systems and data.

- Maintained accurate records of support activities and inventory management.

**Education**

Associate Degree Computer Programming **

Nortwestern Business College**

Chicago **

[Nov/1987]**

**Certifications**

- Dell Tech Field Support Certification

- CompTIA A+ Certification

- CompTIA Network+ Certification

- Microsoft Certified: Modern Desktop Administrator Associate

**Skills**

- Technical Support and Troubleshooting

- PC and Laptop Maintenance

- Networking (LAN/WAN/Wireless)

- POS Systems Support Level 2 (NCR)

- OFFICE365 Suite

- Software Installation and Upgrades

- Citrix /MS Network Administrator

- Documentation and Reporting

- Team Collaboration and Mentoring

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