Help Desk It Support
Resume:
Mike DiSalvo
Ames, IA *****
*******************@*****.***
Professional Summary
Experienced IT Support Specialist with 25 years of expertise in help desk operations, phone support, and on-site troubleshooting. Proven ability to optimize system performance, reduce wait times, and provide high-quality customer service. Adept at diagnosing and resolving complex technical issues across networking, hardware, and software platforms. Strong background in team leadership, virtualization, and operating system maintenance. Dedicated to hands-on technical roles, ensuring seamless IT operations. Work Experience
Network Engineer
Ortho2, LLC Ames, IA
January 2004 – March 2025
• Led the team in client phone support calls for 18 of 20 years.
• Reduced customer wait times by 30% within the first year.
• Provided expert technical support for cloud-based software and VMware environments.
• Diagnosed and resolved issues related to networking, printers, access permissions, and OS updates.
• Installed and configured operating systems, ensuring optimal performance.
• Managed daily help desk operations, ensuring prompt resolution of technical issues.
• Conducted beta testing for company software, providing valuable feedback for enhancements.
• Performed on-site installations for networks, routers, security, and backup systems. Computer Support Technician
USDA APHIS Veterinary Services Ames, IA
September 2001 – September 2003
• Provided IT support for servers, printers, and networking infrastructure.
• Assisted in implementing and configuring Ghost imaging software across USDA campuses.
• Deployed security patches, software updates, and OS installations.
• Delivered technical support to staff, ensuring minimal downtime and optimal system performance.
Network Specialist
Leading Edge Ames, IA
June 1999 – April 2001
• Provided help desk support, troubleshooting networking and printer issues.
• Assisted with website management and HTML coding.
• Supported Microsoft Professional Training classes by installing and testing software.
• Installed and maintained networks for businesses throughout central Iowa. Education & Certifications
• Des Moines Area Community College (DMACC) Studied Computer Programming
(C++, Office Programs)
• Leading Edge Technical School Network Engineering (Microsoft Professional & MCSE Courses)
• Marshalltown Community College Studies in IT Support, Networking, and Operating Systems
Certifications:
• CompTIA A+ Certification (1999 – 2010)
• Windows Professional in NT Server & Workstation
• Windows Professional in all XP certificatioms
Technical Skills
• IT Support & Help Desk (25+ years)
• Hardware & Software Troubleshooting
• Network Support & Security
• Operating System Installation & Maintenance (Windows, Mac OS, Linux)
• Virtualization (VMware) & Cybersecurity
• Printer & Peripheral Device Management
• Windows Server Administration (NT 4.0 – 2022)
• Windows OS Support (Windows 98 – Windows 11)
• Microsoft Office, SQL (2003 – 2020), C++, Visual Basic, HTML
• Backup Job Configuration & Troubleshooting
Soft Skills
• Strong analytical and problem-solving abilities
• Excellent communication and teamwork skills
• Ability to work under pressure and meet deadlines
• Experience in beta testing and software evaluations
• Willingness to learn new technologies and adapt quickly References
• Lowell Davis (Supervisor of Network Engineering, Ortho2) 515-***-****
• Michael Augustine (Quality Assurance, Ortho2) 515-***-****
• Mike Vest (Network Administrator, Ortho2) *****@******.***
• Chris Bennett (Network Engineer, Ortho2) ******@******.***
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