Support Specialist Desktop

Core Competencies

Efficient and organized Desktop Support Specialist.

Enterprise level technical analysis and hardware/software troubleshooting.

Good written and oral communication skills and ability to work with individuals with varying degrees of technical experience

Self-motivated, customer oriented and committed to performing the best service on the first attempt. Sensitive and responsive to end-user satisfaction.

Strong analytical and interpersonal skills with the ability to multi-task and work in a fast-paced environment.

Education

June 2024 High School Diploma – YouthBuild Charter High School

Currently Studying for the A+ certification

Work Experience

Technician – Amino Charter Schools– Los Angeles, CA

2/23 – 6/24

Individual contributor that provided first level support to resolve problems with products and applications by meeting customer service standards (ex, displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).

Responded to tickets assigned by team lead, manager or service desk in a timely manner; communicated status and reviewed solutions to resolve issues.

Escalated routine problems, as necessary, to appropriate resource (e.g., support team, vendor).

Supported and assist with tracking and developed documentation by entering details of problems, status of service requests, and resolutions into the company tracking system (ServiceNow).

Desktop Refresh Technician Volunteer – Kaiser Permanente– Ontario, CA

4/23 – 12/23

Discovering computers and equipment in order to note what devices are eligible to be refreshed.

Re-installing software to new asset from old, noting which software versions that may vary due to operating system upgrade.

Transferring end user’s profile if workstation is a general, personal workstation.

Labeling, packaging and transporting replacement machines to deliver at department/building location.

Removing old workstation and installing new machine at desk or on wall mount.

If machine is a personal workstation, work with end user to reinstall any printers or mapped drives and allow them to test machine to ensure a smooth transition.

Updating information concerning old and replacement machines.

Placing older machine within our inventory, updating spreadsheet and updating or closing any ticket associated with machine’s replacement.

Provide end user with sheet with contact information on how to receive troubleshooting with any issues caused by the refresh process.

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