Customer Service Desktop Support
Resume:
Shantrey Taylor
**********@*****.***
DESKTOP SUPPORT SPECIALIST
Certified IT Professional with 2 years’ experience in technology and skilled in hardware, networking.Knowledge includes quick issue resolution, critical thinking skills, and customer service. A self-motivated team member with a strong work ethic, recognized for efficiency and drive for results.
COMPETENCY:
Hardware
●PC Troubleshooting
●PC & Laptop Repair
●Hardware Troubleshooting
Software
●Windows 7/8/10
●Imaging (PXE)
●Antivirus / Malware
●Remote Access Software
Business Skills
●Customer Service
●Help Desk
●Reports & Records
●Phone Support
WORK EXPERIENCE:
Desktop Support Technician October 2020 – May 2022
Connexion Point’s, Memphis, TN
●Provided end-user technical support, including software/hardware troubleshooting and installation, workstation setup, and asset management
●Assisted in the maintenance and troubleshooting of Connexion Point’s network systems.
●Maintained a flexible schedule to allow for fluctuation in the needs of the company, including evenings and weekends
●Ensured the proper documentation of tasks performed via Helpdesk tickets and Work Logs via Jira Service Management
●Provided exceptional customer service to agents and staff including completing tasks outside of this job description
●Working knowledge of Windows and Linux desktop operating systems
●Performed installation of and troubleshooting software and hardware
●Working knowledge of desktop networking (wired and wireless)
●Maintain accurate asset inventory via Snipe-IT
●Troubleshooting hard drive, memory, power supply, and motherboard issues on workstations
●Used VNC and PuTTY to remotely troubleshoot and resolve software problems on Debian computers
●Involved with migrating from on-premises GSuite to Office 365
●Upgraded MS Office software and taught end-users how it differs from GSuite
●Migrated Windows 7 machines to Windows 10; added new Windows 10 machines to the Windows domain
●Migrated and reconfigured user Windows profiles after the desktop migration; reconfigured Outlook, mapped network drives, etc.
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