Desktop Support Technical

Summary

A self-motivated IT Support Analyst with 5+ years of experience in related education and proficiencies with a strong background in desktop support management and supporting clients across Windows, macOS, and iOS and related peripherals. Independent worker on one hand but a team player to 15 coworkers throughout the US with five years’ experience using remote service and support team for my current vendor.

Skills

Technical Skills: ServiceNow, Office 365, Basic technical troubleshooting, Basic knowledge of Linux/Unix system, Hardware terminology, and Network Topology, JavaScript, HTML5, CSS3, Remedy, Windows 7/10, Microsoft 0365

Soft Skills: Team Collaboration, Effective Communication, Customer Service, Public Speaking, Problem Solver, Self-Starter, Leadership

Professional Work Experiences

Summit Fire Protection

Desktop Support Technician December 2023 –May 2024

●Provided technical support on-site and remotely for roughly 6,200 End Users at 110 locations across the nation.

●Utilized Manage Engine for a ticketing system.

●Provided support from entry level employees to c-level executives.

●Image and deploy devices for new employees or replace old/broken laptops

●Track, stock, and locate inventory

●Support: Providing technical assistance to users and staff

Travelers

IT Technical Support December 2022 – October 2023

●Acted as the initial point of contact for all hardware and software related concerns from end users.

●Provided technical support both face to face and over the phone.

●Utilized ServiceNow as a ticketing system.

●Assisted with Windows 7 to 10 migration and Active Directory to Azure migration.

●Completed detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved.

●Assisted management in creating training materials pertaining to computer troubleshooting and usage.

●Organized and filed documentation pertaining to warranties and instructional guides for computer hardware.

●Resolved technical issues related to network interruptions.

●Maintained a working log detailing all required system updates, as well as the date of completion.

●Attended in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems.

●Actively updated, maintained, and monitored all aspects of computer networks.

Allina

IT Help Desk Analyst December 2020 – December 2022

●Utilized ServiceNow & Remedy ticketing systems to document incidents and to assign them to groups if necessary.

●Provided phone support to end users within the company.

●Interacted with multiple levels of teams and management throughout processes.

●Assisted customers with manual account reset/unlock in Active Directory.

●Remoted into user’s computer to perform troubleshooting.

●Rebuilt user’s profile in outlook.

ABBOTT

IT Help Desk Analyst January 2019 – January 2020

●Utilized ServiceNow ticketing system to document incidents and to assign them to groups if necessary.

●Initial triage, troubleshooting, and analysis of hardware and software issues for end users over the phone.

●Interacted with multiple levels of teams and management throughout processes.

●Assisted customers with manual account reset.

●Remoted into user’s computer to perform troubleshoot.

●Installed/troubleshot software on mobile device.

Target Corporation

Senior Specialist October 2018 – January 2019

●Handled thousands of customer transaction in order to mitigate conflict.

●Utilized ServiceNow software to communicate with team, supervisors, and customers.

●Analyzed daily reports to ensure customer satisfaction was met.

●Assisted customers with information regarding products, shipping information, and returns to resolve customer issues.

Education

North Hennepin Community College

Associates in Computer Science Expected Fall 2024

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