Desktop Support Customer Service
Resume:
Harold Desmond
301-***-**** Washington, DC
SENIOR DESKTOP SUPPORT
CORE COMPETENCIES
Technically sophisticated IT professional with solid 18-year history of expertise serving clients in private and public sectors. Maintain essential tools of business including desktop, laptop, phone, hardware and software installations, Lan/Wan, audio/visual, deployments, and upgrades. Quick thinker and excellent problem solver, staying up to date on new developments and continually implementing new products. Able to negotiate with multiple competing stakeholders to achieve objectives. Ensure organizations have technology tools needed to help meet business objectives. Customer service specialist for end users, able to stay calm and work quickly when troubleshooting problems, as well as proven track record of training users and staff.
Technical Support Operation Management
User Training / Support
Documentation
Remote Support
New Software Rollouts
IT Implementation
Project Management
Staff Training
Root Cause Analysis
Support Tools
Customer Service
Troubleshooting
Issue Resolution
Communication
TECHNOLOGY
EXPERTISE
MS Windows 11/10/8/7/XP • Linux Ubuntu/Fedora • MS Exchange • 0365 (Admin Center) • Service Now • WebEx Enterprise Admin • BitLocker Machine Search • AD • LAPS • Slack • MS Endpoint Manager Admin Center • AWS Workspaces Management Console • EX05 • TeamViewer • MFA Setup • AutoPilot/Intune • Cisco Softphone • Cisco AnyConnect • Desktop Central • Mobile Device Manager (MDM) • Dameware • Jamf • Apple OSX (Mojave/Catalina/Big Sur) • Norton Ghost • CyberCrunch • Configuration Manager • MS Surface Pro Configuration
PROFESSIONAL
EXPERIENCE
Senior Executive Support, Clarivate Analytics, Alexandria, VA (2017 to Present)
Serve as point of contact for executives needing remote support with diagnosis and resolution of technical and product functional inquiries. Leverage Service-Now ticketing system to accomplish tasks efficiently and support integration with Clarivate environment. Investigate, diagnose, and address application support issues, and document ongoing progress on 40+ open tickets per month. Utilize clear communication to gather information from users and share how issues will be resolved. Image and re-image computers using Endpoint Manager, push out software with Configuration Manager, create AWS/VDI accounts for worldwide users, and remote wipe/kill off computers as needed.
Led office closures and moves and provided onsite support for network issues.
Served as Jamf Admin for Macs and Azure AD Admin for PC, providing remote support using Teamviewer and Dameware remote tools.
Created effective documentation for users and tech support teams for AWS/VDI, supported AV for regional meetings, managed eWaste, and decommissioned networking/server equipment.
Integrated acquisitions into Clarivate environment (Azure AD/vpn access/ re-image).
Senior Desktop Support Technician, IBM, Washington, DC (2015 to 2017)
Provided Tier 1/2/3 support for Thomson Reuters Corp, Westlaw, and News Bureau including satellites at White House, Capitol, and Departments of Treasury, Labor, Commerce, Justice, and State, serving 1500+ users. Applied proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments. Installed and supported printers, maintained training room computers and laptops for CLEAR training.
Imaged and configured new laptops and desktops for deployment and accomplished phone support for iPhone, Android, and Blackberry devices.
Contributed to network support on Cisco routers, switches, and wireless access points.
Investigated incidents using root cause analysis to resolve issues.
Senior Desktop Support Analyst, Thomson Reuters, Washington, DC (2012 to 2014)
Utilized multiple resources to determine causes and resolutions of technology problems and incidents. Consistently met or exceeded performance targets and goals correlated with call handling and customer service.
Tested new software for deployment, created weekly server backups, established local software repository server to install software, installed and configured Cisco video teleconference equipment, and provided audio visual support for conferences.
Trained users in one-on-one and group sessions.
Diagnosed hardware/software faults, researched answers, and solved technical problems, guiding user through corrective steps either remotely or face to face.
Desktop Support Tier 2/3, EEOC Site Lead, Washington, DC (2010 to 2011)
Provided excellent customer service and level 2/3 technical support while serving as contact for third party contractors. Installed COTS software to desktop equipment. Re-imaged desktops with Symantec Ghost. Replaced faulty drives, created user accounts, and instructed end users. Tracked all work in ticketing system. Liaised with client to ensure satisfaction. Thoroughly documented solutions, repairs, or other encounters.
Adapted in real-time to fresh challenges and shifting priorities with strong technical skills across a variety of IT disciplines.
Utilized positive attitude even in the face of challenges with strong interpersonal, written, and verbal communication skills.
Instructed field technicians on troubleshooting procedures of Agency equipment.
Identified and resolved delays and outages as quickly as possible.
Earlier roles include: Tier 2/3 Site Lead, Tier 1 Support Technician, Tier 2/3 Support, and IT Support Technician positions at Siemens-ITS, Hogan and Hartson LLC, US Department of Agriculture, FEMA, and Georgetown University Hospital.
EDUCATION, CERTIFICATION
AND TRAINING
Bachelor of Science in Computer Information Systems
Strayer University, Washington, DC
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