Desktop Support Technical

RORY HOLMES

**********@*****.*** 469-***-**** Indeed

PROFESSIONAL SUMMARY Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

SKILLS Customer Service Hardware Installation

Incident Management Desktop Support

Remote Support System Upgrades

Help Desk Support Technical Support Expertise

WORK HISTORY IT Support Specialist, Ovation Workforce Services Inc., 01/2021 – 05/03/2024

• Enhanced system performance by conducting regular software and hardware updates.

• Streamlined desktop support processes by prioritizing ticketing system tasks.

• Reduced downtime for employees by resolving technical issues and providing timely assistance.

• Remote Support resolved technical issues for clients increasing customer satisfaction.

• Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality.

• Served as primary point of contact for all desktop support inquiries, maintaining strong relationships with users and stakeholders.

• Managed and support local apps & software (win10, ms Office 365, teams, etc.)

• Collaborated with vendors to locate replacement components and resolve advanced problems.

• Support of Active Directory and Azure environments.

• Coordinated efforts with network administration team to optimize connectivity between local machines and shared resources such as servers or printers.

• Support Hands & Eyes for the Network team to change HP servers, switches and firewall equipment.

• Assist with Data Center Operation, installing new backup tape, moving equipment to different racks alone with reconfiguring the network cables, fiber optics, and changing SFP. Computer Support Specialist, Hemmersbach Inc., 11/2015 - 01/2021

• Reduced downtime for users with efficient troubleshooting, problem diagnosis, and resolution of hardware and software issues.

• Streamlined company operations by implementing effective IT support protocols and procedures.

• Improved customer satisfaction by promptly addressing and resolving technical issues.

• Managed inventory of computer hardware components, ensuring timely replacement or repairs as needed.

• Led a successful migration project from Windows 7 to Windows 10 operating system within specified timeline parameters without disrupting business operations or user workflows.

• Provided remote support to offsite users through phone calls or video conferences, extending IT assistance beyond physical office boundaries.

• Installed, configured and maintained computer systems and network connections. IT Support Specialist, NSC Global Managed Services LLC, 02/2013 - 11/2015

• Streamlined helpdesk processes for quicker issue resolution and increased customer satisfaction.

• Enhanced IT system stability by implementing proactive maintenance routines and monitoring tools.

• Used ticketing systems: Snow, to manage and process support actions and requests.

• Created help desk tickets, troubleshot and resolved desktop issues.

• Created user accounts and assigned permissions.

• Worked with the Network team to change out tapes at the local Data Center. Computer Support Analyst, Siemens IT Solutions and Services, 02/2013 - 11/2015

• Reduced ticket response time through efficient prioritization of tasks, resulting in higher customer satisfaction.

• Resolved complex technical issues for clients through remote troubleshooting, reducing downtime and increasing productivity.

• Developed a streamlined process for managing IT support tickets, resulting in faster response times and higher customer satisfaction rates.

• Improved customer satisfaction by providing timely and effective technical support for computer systems and applications.

EDUCATION DeVry University – Irving, TX., Associate of Applied Science: Electronics Technology. Microsoft – MCP Certificate.

A+ Certificate.

Dell – Laptop & Desktop Maintenance Certificates.

IBM – Laptop & Desktop Maintenance Certificates.

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