Service Desk Desktop Support
Resume:
Meron Segid
Fredericksburg, VA *****
*****.******@*****.***
· Advanced certifications include Database SQL and Dell (Tech Direct).
· Information technology professional with over 6 years of experience supporting businesses, healthcare, and schools. Expertise in a service desk environment providing both hardware and software support. Skilled at building relationships with customers.
· Physically fit, can carry and lift up to 60lbs.
· Pay close attention to details, Enthusiasm for continual learning, and Willingness to sometimes work unsociable hours.
Work Experience
Desktop Support Specialist I (SETMBER
Mary Washington Healthcare - Fredericksburg, VA
January 2019 to Present
· Provide timely attention to all managed engine helpdesk requests. Assess the validity of the requests as they arrive, whether by phone or helpdesk ticket. Ensure the details within the ticket were complete and that the impact and criticality of the issue were correctly assessed.
· Promptly and properly escalate unresolved issues, and/or severe issues including complete problem descriptions, documentation of all actions performed, and all other pertinent details to the next level of IT support within IT and third-party vendors when required, based on established service level agreements
(SLAs).
· Uses Manage Engine (Service Desk Plus) to manage IT inventory; software updates, and antivirus updates, conduct scans and restart users’ workstations as needed.
· Reduce production floor call volume by 50 percent by introducing a call tracking and reporting method, determining the root cause of issues, and implementing corrective actions.
· Diagnose, troubleshoot, and resolve desktop, hardware, and software-related issues (pcs, laptops, monitors, printers, peripherals, headsets, Cisco and Avaya phones, side cards, mobile devices, VPN, and software applications). Troubleshoot various login, and connectivity issues, perform virus removal procedures, and PC performance analysis; and rebuild Windows desktops to maximize performance as necessary. Install, configure, and support various software programs on desktops, laptops, tablets, network printers, scanners, and other hardware systems.
· Service approximately 80+ customers daily, ensuring requests are processed well within company- established deadlines.
Desktop Support Tier I
SPOTSYLVANIA COUNTY PUBLICSCHOOLS
May 2017 to May 2019
· Provide technical maintenance and support to students, staff, and families.
· Provide technical maintenance Instructional and administrative software applications Managed and maintained computer hardware, including monitors, peripherals, A/V equipment, and laptops, overseeing Moves/Adds/Changes.
· Delivered technical support and analysis both in-person and remotely, installing, configuring, and implementing PCs, peripherals, hardware, and software applications.
· Performed data backup and retrieval, planned, and implemented new technology, and maintained records while updating current end-users.
· Managed and completed tasks assigned in response to various requests, including help desk calls; repaired equipment, hardware, and software; processed purchase requests; communicated with users, and logged all resolutions.
· Oversaw departmental requests, logging all resolutions, including help desk calls. Maintained a master inventory log of computer equipment, created, and maintained templates, and prepared and submitted reports.
· Conducted research, deployed, diagnosed, and troubleshooted issues, resolving them or escalating to the next level when necessary.
PC Specialist
ADDIS COMPUTER COMPANY - Ethiopia
March 2010 to December 2015
· Provided Top Notch technical support and assistance to all the departments in the Bon Secours SRMC Healthcare system such as being responsible for the setting up and installation of the laptop, desktops, iPhones, MacBooks, iPads, Computer on
Wheels, and other IT-related peripherals. Connected devices to a CHS-managed network environment, and perform troubleshooting, diagnostics, and routine maintenance on the laptop, desktop, and mobile devices. Troubleshoot and performed
IBM AS400 system backups (FSS/IPLs).
· Actively monitor ticket queue and assign incoming support requests raised by customers with Service Desk Plus
· Provided on-call and backup helpdesk services for internal and remote users and support for Cisco Unified
Communications environment. Assisted the Network Technician to Install well-functioning LAN/WAN and other networks and managing components (servers, IPs, etc.).
· Managed security options and software in computers and networks to maintain privacy and protection from cyber-attacks.
Education
ASSOCIATE in Information Systems Technology
GERMANNA COMMUNITY COLLEGE
May 2018
Skills
• Technical support
• Computer skills
• Computer hardware
• ServiceNow
• Confluence
• Wireless/VPN, TCP/IP networking
• Server management
• Active Directory, SCCM, Driver & Software installation
• LAN
• Desktop support
• Mobile devices
• VPN
• Apple operating systems: iOS & macOS.
• IT
• Computer networking
• Windows
• Remedy
• Research
• Help desk
• Operating systems
• Equipment repair
• Audiovisual systems and associated. equipment, Crestron DM training
• Printer Management, Inventory tracking, & troubleshooting (HPs)
• Microsoft Office 2016, 2019 and Office365
• Apple Configurator 1, 2 & MDM Solutions
• Software troubleshooting
• Avaya
• SharePoint 2010
• AS400
• WAN
• Customer service
• IT support
• VMware
• SQL
• Maintenance
Contact this candidate