Support Specialist Desktop
Resume:
Michael Crews
Desktop Support Specialist - Alpha Star Technology
Port Huron, MI 48060
**********@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Desktop Support Specialist
Alpha Star Technology-Port Huron, MI
March 2020 to Present
• Provided technical support to end-users, troubleshooting hardware and software issues in a timely manner
• Installed, configured, and maintained desktops, laptops, printers, and other peripheral devices
• Collaborated with cross-functional teams to diagnose and resolve complex network connectivity problems
• Performed regular system updates and patches to ensure optimal performance and security
• Conducted hardware inventory management to track assets and maintain accurate records
• Assisted in the planning and execution of technology upgrades across the organization's infrastructure
• Configured VPN connections for remote users ensuring secure access to company resources
• Provided remote support to off-site employees via remote desktop tools
• Managed printer queues, print servers, and resolved printing issues for end-users
• Researched new technologies to recommend hardware/software upgrades that enhance productivity Technical Support Specialist
Hello Tech-Los Angeles, CA
May 2016 to March 2020
Responsibilities:
• Local/networked printing, e-mail, connectivity, remote access, & hardware issues
• Repaired and upgraded various computer labs' hardware and software
• Build\deploy new workstations (desktop & laptop PC's)
• Troubleshoot laptop & PC hardware such as DVD-ROM, hard drive, motherboard, power supply, computer fan, NIC, monitors, LCD screens, & warranty repairs
• Log, prioritize, assign & troubleshoot all calls, voicemails, emails, trouble tickets & walk-up requests reporting technical problems. When appropriate, determine appropriate group for escalation Turbo Tax Remote Desktop Specialist
Intuit-Englewood, CO
December 2015 to May 2016
Assignment Ended)
Responsibilities:
• Help customers over telephone using IC Client or remotely with Team Viewer to complete their taxes and utilizes which Turbo Tax software is right for them.
• Identify and manage clients account information within Workforce CRM using Morpheus tools to Troubleshoot, unlock or change account password.
• Assist customers on which Turbo Tax software package to purchase or which Turbo Tax options online is efficient for the completion of taxes.
• Provide technical support for Turbo Tax desktop software configuration during installation and resolving errors or guide customers with the how-to through widgets.
• Provide excellent customer service by NPS (Net Promoter Sore) Remote Desktop Software Support Specialist
H&R Block-Troy, MI
December 2015 to April 2016
Assignment Ended)
Responsibilities:
• Offer remote software support to H&R Block corporate and franchise companies
• Verify caller's credentials through Dovetail software to determine if he/she is an H&R Block employee, corporate or franchise office
• Type case notes of the caller's problem(s) keep notes on troubleshooting steps, and analyze issue over the telephone
• Determine if caller's problem is hardware or H&R Block's 30 tax software we support issue
• Troubleshoot issues through database software called Consona to define if issue is software/hardware related, escalated to a Tier II technician, or ticket sent out to a field technician to take care of hardware problems
• Remote troubleshoot issue over Remote Desktop Connect or Bomgar remote software Education
Diploma
Port Huron High School - Port Huron, MI
September 1989 to May 1993
Enroll in a selection of Information Technology college courses. Skills
• MICROSOFT OFFICE
• MICROSOFT WINDOWS
• Remote Access Software
• Computer Hardware
• Computer Networking
• Technical Support
• Operating Systems
• LAN
• Help Desk
• Desktop Support
• Network Support
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