Desktop Support Customer Service

Kenneth Gross

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

Wilmington, DE 19801

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

302-***-**** Cell

PROFESSIONAL SUMMARY

Mature professional with excellent communication and team skills, capable of working independently or in

a group environment. I also possess strong customer service skills.

COMPUTER SKILLS

Windows 2000, Microsoft Office, Outlook, XP, Vista

Hardware: IBM, Dell, Compac, HP

Printers: HP, Tektronix, Win10

EXPERIENCE

Desktop Support Engineer- &

AstraZeneca, Wilmington, DE Sep 2022 – July 2024

Building laptops for the end user.

Provide second/third level contact and problem resolution for customer issues.

Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Windows 11.

Install, upgrade, support and troubleshoot for printers and computer hardware.

Built and deployed and windows 11 for the users.

Coordinate small team to deliver work packages.

Document and report on work completed.

Provide customer service to internal and external customers.

Barclays Bank, Wilmington, DE

Desktop Support Technician- August 2018 - Dec 2021

Provided 2nd 3rd Tier Desktop/ Technical/Phone support of end user’s PC’s, Laptops, mobile devices, email, networks and network printers.

Responsible for the day-to-day user and systems administration of customer/user desktop support needs in a Windows, Mac Tech Bar Team.

Performed Windows 7 roll out-migration on Dell Desktop and Dell Laptop units to include synchronization of Office 10 on iPhone with customer training and support per customer request. Also

perform beta testing to move from Windows 7/Office 10 to Win10.

AstraZeneca, Wilmington, DE January 2008 – July 2018

Desktop Support Technician

Responsible for providing 2nd and 3rd level technical/executive support on hardware, software, application and PCs support and administration to onsite and AstraZeneca.

Installed network and provided troubleshooting and configuring PC’s/ Desktop and troubleshoot network printers.

Configure monitors for dual setup.

Responsible for moving computer equipment from one location to another.

Remedy is the ticketing software that is used to keep track of problem calls.

Have also used Service Now as a ticketing system.

EDUCATION:

Delaware Technical and Community College

Wilmington, DE June 1991

A.A.S. in Information Technology

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