Desktop Support Technician
431-***-**** firstname.lastname@example.org 6 Red Wing Cove Winnipeg, MB R3Y 0V3, Canada
Desktop Support Technician with over 5+ years currently providing technical support in large environment. Skilled problem-solver able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems.
Expertise in designing LAN networks and providing technical support related to Windows Computers to meet the unique needs the organization.
Experience in diagnosis and replacement of PC hardware and software components.
Break-fix support for Laptop, desktop, tablets and associated hardware peripherals.
Perform intermediate IMAC (installs, moves, add, changes) activities: hardware rollouts, refreshes, and other hardware deployment related activities on PCs, laptops, printers.
Effective communication skills, teamwork, adaptability, conflict resolution, flexibility, leadership, problem-solving, creativity.
Technical skills and Expertise
Microsoft Exchange Server 2013/2016
Active Directory Domain Services (AD DS)
DNS, DHCP (Dynamic Host Configuration Protocol)
Active Directory Rights Management Services (AD RMS)
Active Directory Certification Services (AD CS)
SCCM (System center configurations manager)
VMware vSphere 4.1/5.0/5.1/5.5/6.5
Citrix Application receiver
Windows Server 2008/2012/2016
Certification / License / Training
Installation, Storage, and Compute with Windows Server 2016 (70-740), April 2018
Microsoft Certified Desktop Support Technician Windows 10 (70-698), March 2018
VMware Certified Professional 6.5 - Data Center Virtualization (2V0-622), March 2018
Windows Server 2008 Active Directory, Configuring (70-640), January 2011
Microsoft Exchange Server 2016
MCSE 2012 Microsoft Certified Solutions Expert
ITIL / A+ Certification
CCNA Routing and Switching
Bachelor of Computer Science, Major in Networks
University of Karachi
Skills and Experience
Winnipeg Regional Health Authority Winnipeg, Canada
Desktop Support Technician (November 2019 – Present)
Providing tier 1/2/3 technical support to end-users through the distribution centre, including hardware support, network support.
Creating user accounts, resetting passwords, adding users to groups, apply group policy on users.
Configuration and support of Microsoft outlook and O365 collaborations apps one drive, group/teams, skype for business, share point.
Perform IMAC (installs, moves, add, changes) activities: hardware roll-outs, refreshes, and other hardware deployment related activities on PCs.
Operating system deployment, application management, path management, compliance management, software and hardware inventory using system center configuration management.
Monitor service desk phone and ticket management queues, resolve and respond to all request in a professional, confident and courteous manner.
Migrating Windows 7 to Windows 10 migrations on daily basis including technical issues that occurred during and after the deployment process.
Expertise in troubleshooting and resolving issues in enterprise Citrix environment, Including Web Interface, application enumeration and performance issues, Printing and provisioning issues, for internal and external clients.
Cargill Ltd. Winnipeg, Canada
Desktop Support Technician (June 2019 – October 2019)
Provided tier 2/3 technical support, performed troubleshooting to various technologies including pos, pcs, printers, thin clients.
Conducted imaging, os migration, backups, virus removals, wipes and restore user data.
Maintained user, group, and computer accounts in active directory.
Migrated and transferred user profiles and data from windows 7 to windows 10 using USMT.
Provided support and maintenance of Microsoft Office Outlook Web Access and Microsoft Office Outlook E-mail, Calendaring & Scheduling
Provided technical support by using Remote Access Tools SCCM Client Center and Packaging over 100 Applications in SCCM.
Troubleshot and fixed IT-related problems with regards to Internet Explorer, Mozilla Firefox, and Google Chrome, Java, and many more.
OS hardening applied on operating system by using automatic updates, patch management, firewall and services, security templates.
Advanced level Knowledge of incident management / BMC ticketing system.
Rodenstock Riyadh, Middle East
Desktop Support Technician (January 2014 – March 2019)
Provided tier 1/2/3 technical support, performed troubleshooting to various technologies including pos, pcs, printers, thin clients, ap’s, servers, and network switch equipment.
Created Virtual Machine, performed cloning, created and deleted snapshots by using VMware V center, ESXi V sphere.
Installed, upgraded and replaced selected software and hardware products according to organizational standards.
Customized and deployed lite touch/zero imaging by using mdt (Microsoft deployment toolkit).