***** ***** **** ** ****, TX ***** 281-***-****

ady3sv@r.postjobfree.com

SR. DESKTOP SUPPORT TECHNICIAN

SUMMARY

Solution oriented highly analytic and resourceful desktop specialist. Seeking an opportunity to expertly resolve day-to-day and or highly challenging issues. Quick learner, remarkable experience in technical support and customer service. Also, I have a wealth of experience troubleshooting desktop and mobile platforms such as OSX, Windows, IOs and Android operating systems. Bringing a strong knowledge of troubleshooting techniques to both hardware and software. I have strong knowledge with most ticketing systems and very competent in MS Outlook, Word, Excel and PowerPoint. Excellent communication and interpersonal skills to deal with clients and customers on a face to face or remotely basis with over 10 years in the industry.

HIGHLIGHTS OF QUALIFICATIONS

•Troubleshooting

•End-user Training & Support

•Root Cause Analysis

•Client Relationship Management

•System Implementation

•Rapid Ticket Response Times

•Detailed Documentation

EXPERIENCE

Sr. Desktop Support Technician Sept 2022 To July 2023 West

Marine

•* Perform analysis, diagnosis, and resolution of hardware and software problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed

*Prioritize, schedule and update incidents and requests, as well as escalate incidents outside the Help Desk to the appropriate IT teams when required

*Provide direct support for Windows and Mac OS X endpoints, ensuring endpoints are up-to date and compliant with IT standard configurations and procedures

*Provide meeting support with Audio Visual, Audio, and

Video Conferencing equipment and services

*Initiate improvements to raise the quality and efficiency of service to end users expanding knowledge base documentation and self-service opportunities

*Provide end user training on various services and systems

*Participate in weekly operational meetings * Participate in assigned IT Projects

Sr. Desktop Support Technician Sept 2019 To July 2022 Royal

Caribbean Cruise

•Installed and maintained Microsoft Outlook and Office 365 products.

•Organized, submitted and completed tickets Remedy

8.1and ServiceNow.

•Configured MBAM to encrypt data.

•MDT for imaging desktop and laptops

•BigFix for software distribution

•Used Intune to maintain security and connectivity on mobile devices.

Desktop Support Team Lead Feb 2018 to Sept 2019

Carnival Cruise Lines

•Assists the Service Desk Manager in the technical leadership of the IT Service Desk team.

•Acts as the second point of technical escalation and the first point of hierarchical escalation for the IT Service Desk

•Mentors Service Desk Analysts and Desktop Support Analysts to aid in their technical and professional development.

•Monitors response times and service levels for phone and ticket queues and takes corrective action to maintain service levels, when needed.

•Ensures timely execution of user administration requests, including user access as well as equipment disposition.

•Coordinates with line-of-business management to adequately address complex requests or to resolve service issues.

•Assists in the execution of duties for Desktop Support Analysts and Service Desk Analysts, as needed.

•For urgent issues, ensures the appropriate teams and management are engaged and regularly updated with status changes.

•Establishes positive and helpful discourse with their customers by regularly providing updates and feedback.

•Takes the lead in the development of Service Desk procedures and documentation.

•Assists with special projects, as assigned.

•Perform other job-related duties, as assigned.

Desktop Support Technician Tier 2 Nov. 2017 - To Feb 2018

Fanatics

•Troubleshoot hardware, software and network communication.

•Installed new personal computer systems.

•Managed and maintained tickets and work request queue.

•Provided support to end-users for common applications including MS Office, Windows OS

•Maintained hardware and software inventories.

•Coordinated end user training on new and existing systems.

•Utilized Remote Access when needed.

•Completed remote virus removal and installation of AntiVirus software.

•Ensured customer timeframes were met by Help Desk Team.

•Provided both first and second-line support for operating system issues.

•Ensured all calls made to the Help Desk service were answered within established time frames.

•Installed and configured desktop and network printers • Set up workstations for new and relocating staff members.

•Reset user passwords and unlocked accounts.

•Assisted staff members with their Outlook accounts.

•Set up VPN accounts and manage VPN certificates. Provided support of Microsoft application

Desktop Support Technician Tier 2 May 2017 To Aug 2017 Royal

Caribbean Cruise

•Installed and maintained Microsoft Outlook and Office 365 products.

•Organized, submitted and completed tickets Remedy 8.1

•Configured MBAM to encrypt data.

•MDT for imaging desktop and laptops

•JAMF and BigFix for software distribution

•Installed and configured Lotus Notes

•Used AirWatch to maintain security and connectivity on mobile devices.

Desktop Support Technician Tier 2 Dec 2015 To Feb 2017 Health Choice Network Inc.

•Created Citrix Accounts

•Migrated mail accounts to Office 365

•Scheduling accounts for termination and later deleting terminated accounts.

•Reset user passwords and unlocked accounts.

•Restoring deleted accounts

•Adding and removing user permissions

EDUCATION

Bachelor of Science, Marketing Dec 2005 to Dec 2008

Johnson & Wales University

1701 NE 127th St, North Miami, FL 33181

CERTIFICATIONS

MICROSOFT TECHNOLOGY ASSOCIATE OBTAINED 2014

COMPTIA A+ CERTIFICATION. OBTAINED 2016

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