Desktop Support Service

IT Help Desk Technician -Tier *

PURPOSE OF POSITION

Tenacious, knowledgeable, attentive individual seeking Tier 1 Help Desk/Desktop Support Technician role. Most proficient in desktop support, critical thinking, and software management. Exceptional customer service background makes client interaction natural and effective. Motivated fast learner, Team player, always ready to assist in getting issues resolved in a timely fashion. Aim to provide exceptional support to maximize customer satisfaction and loyalty.

Core Qualifications/Skills

Includes but not limited to the following.

Comprehensive understanding of OS functionality including Microsoft Windows (XP, Vista, 7, 8, 10) and Mac OS

Extensive background experience in customer service-based roles

Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.)

Assign and categorize service tickets, answer calls accordingly

Provide Help Desk support to end users via proprietary software

Sufficient in Active Directory

Troubleshooting and software diagnosis/repair

OS /Software update management

Hardware maintenance/Part replacement and installation

Wireless Networking and Security support

System Imaging, Data Backup using various software/windows tools

Troubleshoot, Service, Configure network devices (printers, routers, etc)

Workstation/Hardware deployment, installation, configuration

User laptop imaging, configuration, deployment

Database coordination/maintenance

Install, configure, troubleshoot telecommunication solutions (AV equipment, conference room equipment)

Provide operational support/Account management for Email server

Organized and meticulous with all equipment

Sufficient experience with various POS hardware and platforms

DHCP/DNS Ethernet and firewall support capable

Up to date on current trends in media device market

Mobile device synchronization and support

Vendor communication/outreach, issue resolution

Proficient in Anti-Virus, Malware, Spyware support/removal

Work Experience

IT HELP DESK SUPPORT TECHNICIAN TIER 1

THE WOODLANDS RESORT THE WOODLANDS, TX OCTOBER 2019 – APRIL 2020

Hands on exposure to various fields of IT at large scale 4 Diamond resort

Monitor live help desk ticket queue, assign tickets, execute resolution

Oversee and ensure functionality of PC/MAC desktops and hardware property wide

Provide application support, server updates, ensure network functionality

Image, catalog, assign newly issued laptops for execs

Personally imaged, configured, and deployed 45 brand new full workstations in one project

Assist and shadow the System Admin/Architect/Director on escalated open tickets

Provide on demand face to face or remote troubleshooting for employees and visitors

Execute and manage all network drops/port configurations and telecommunication equipment for conferences, conventions, etc.

Responsible for the maintenance/support of all POS terminals

Upgraded entire property to brand new UPS surge free power supplies

GUEST SERVICES SUPERVISOR

THE WOODLANDS RESORT THE WOODLANDS, TX APRIL 2019 – APRIL 2020

AM Leadership role to Guest Services Department. (Transportation Services, Valet, bell assistance, deliveries, general guest experience enhancement)

Utilized Opera hospitality suite for essential guest related tasks and financial recordings,

Daily use of Excel for scheduling, valet cataloguing, and other key operations

Beta tested and deployed brand new mobile hotel operations and management platform ALICE

Overall positive guest feedback for department sees substantial increase from previous year

STUDENT TECHNOLOGY SUPPORT SPECIALIST UNIVERSITY TECHNOLOGY OFFICE

ARIZONA STATE UNIVERSITY GLENDALE, AZ FEBURAY 2010 – DECEMBER 2010

Campus wide support for all PC/Mac workstations

On call service ticket support for professors/lecturers and other employees

Identify, document, and provide support to network printers, projectors, routers, etc.

Data entry for new vendor invoices and up to date inventory (software and hardware)

Image building, configuration, deployment of laptops and desktop workstations

Hardware and software quality testing, /disposal of obsolete equipment

Trained briefly in domain access and user account management (password resets, new user setup, etc.)

Configure proper synchronization protocols and teach new mobile device users how to optimize usage

Education/Certifications

ARIZONA STATE UNIVERSITY AUGUST 2009-DECMBER 2011 COMPUTER INFORMATION SYSTEMS

LONE STAR COLLEGE MAY 2018 – AUGUST 2018 A+ CERTIFICATION FAST-TRACK CERTIFICATE PREP COURSE

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