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Desktop Support Customer Service

Portland, OR
May 28, 2020

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John Anderson

Portland, OR *****



Supported end users for resolving computer hardware/software issues in the computer industry. Coordinated on-going maintenance and future planning needs of the company’s desktop environment.

Collaborated with existing vendors to evaluate the new technology that is available and made recommendations to management on the implementation of that technology. Consulted with IT support and design departments to make sure that network expansion projects were in line with the company’s plan. Proven results, having exceptional customer service skills supporting staff.


Geosyntec Consultants, Inc., Portland, Oregon March 2019 – April 2020

Desktop Support Tech II

Maintained, repaired and troubleshot advanced and complex desktop, laptop and smart technology hardware and software packages. Followed up with clients and end users to provide great customer service.

Interfaced with company employees, our clients, to identify current computer procedures and desktop-based LAN systems, software operations, and resolve problems expeditiously with a focus on customer service

Ensured customer needs are promptly reported, tracked through the IT Service Desk, monitored, addressed, documented, and resolved in a timely and effective manner.

Provided advanced level client/desktop service and support to employees in the assembly, installation, configuration, optimization, maintenance, repair, testing, upgrading and troubleshooting, imaging of desktop computers, laptops, including handheld/wireless devices, printers, copiers, and related computing technologies adhering to departmental procedure and company policy

Resolved basic requests independently, such as application password overrides, access issues, Microsoft Office tools and messaging software

Performed bi-yearly laptop/desktop optimizations, upgrading Windows OS builds, DELL driver updates, Office 365 and Adobe DC Cloud upgrades

Used Active Directory daily to grant permissions, put people in specified member groups and to keep organized inventory of newly imaged desktops/laptops

Deskside IT Support Specialist, Portland, Oregon September 2016 – January 2019

EIS (Enterprise Information Systems) at BPA

Installed and configured SQL and Oracle data bases, HRMIS, Hyperion and Project wise for clients

Resolved hardware/software computer issues on DELL pcs for BPA staff in person, remotely or via phone

Responded to ticket incidents and work stoppages to close incident tickets in a timely manner to meet Service Level Agreements

Communicated with BPA clients, co-workers and superiors using Outlook e-mail and Skype

Imaged laptops and desktops with Windows 10 and older devices with Windows 7

Installed and setup user workstation for new hires and cube to cube moves for staff

John Anderson 503-***-**** Page Two

Worked with Asset Management to replace antiquated equipment with new laptops or desktops

Supported conference rooms and training rooms to assist staff with computer and/or A/V issues

Was the lead tech for the WYSE thin client upgrade project

Proficient with SCCM, Software Center, Bit-locker, Symantec, Windows defender, Windows 7 &10, Outlook and Office 365

Used RDP and Dame ware to remotely resolve most software issues and some installations

Worked with P.O.A. (Pacific Office Automation) on the copier/printer upgrade project to install new copiers and retire old copiers.

Desk side Support Specialist, Portland, Oregon September 2014 – May 2016


Imaged and configured new Lenovo laptops for New Hires, Interns and Contractors

Configured & setup iPads for Partners and staff

Provided configuration support for staff on the iPhone 5,5s,6,6s and 6s+

Resolved computer issues from window walk-ups in a timely manner

Performed Hot Swaps/Shell Swaps for staff as needed – Shipped PCs with HW issues to repair depot

Scanned all incoming laptops from Insight, Repair Depot and inter office shipments into ATS DB

Performed monthly inventory of all computers/laptops to balance against ATS

Prepared monthly disposals for ARROW of retired, non-re-deploy able and end of life cycle laptops


ADP, Portland, OR June 2014 – Sept. 2014

Desktop Support Technician (Contractor/Temp)

Precision Cast Parts, Portland, OR February 2014 – May 2014

Windows Imaging Technician (Contractor/Temp)

Standard Insurance, Portland, OR June 2013 to Dec. 2013

Deployment Technician/Windows Migration Technician (Contractor/Temp)

Umpqua Bank, Hillsboro, OR April 2012 – May 2013

Computer Logistics Technician (Contractor/Temp)

Freightliner Corp, Swan Island Portland, OR October 2005 – December 2011

Desktop Systems Analyst (Contractor/Temp)


Bachelor of Science (B.S.) Electronics Engineering Technology

Oregon Institute of Technology, Klamath Falls, Oregon

Associate of Science (A.S.) Computer Science/Information Technology

Central Oregon Community College, Bend, OR


Completed HDI course certificate for Excellence in Best Practices

(DOE) Department of Energy government clearance

MCP certified

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