Help Desk Support

Marvin T. Pettigrew

*** *. ******** ******, ***** 7C, Bordentown, NJ 08505

609-***-**** 609-***-****

***********@*****.***

Professional Summary

Experienced and customer-focused Help Desk Support Specialist with over a decade of providing first-rate technical support in enterprise and remote environments. Skilled in troubleshooting hardware, software, and network issues with an emphasis on customer satisfaction, SLA compliance, and efficient service delivery. Proven ability to support users across multiple platforms while maintaining professionalism and clarity.

Technical Skills

Windows 10/11, MacOS, Linux

Active Directory, SCCM, ServiceNow, Citrix, Azure

Office 365, VMware, Remote Desktop, MDM tools

VPN, TCP/IP, DNS, DHCP, LAN/WAN

Remedy, Zendesk, Jira, Freshdesk

Printer support, imaging, laptop/desktop deployment

Professional Experience

Support Analyst September 2022 – May 2025

• Provided remote help desk support for Enterprise Cloud Application (ECFax), ensuring user-friendly access and resolving technical issues for both clients and internal staff.

• Troubleshot incidents such as inaccessible applications, faxing errors, missing files in network folders, and MFD connectivity problems.

• Supported users in composing and sending electronic faxes via Outlook, ECFax Messenger, and VPN connections, using both visual and voice communication tools like Microsoft Teams.

• Enabled faxing functionality for PDF, Word, and TIF files and provided training on ECfax usage.

• Utilized the EMR (Electronic Medical Record) system to assist medical staff in securely tracking and entering confidential patient information (PII/HPI) for the Veterans Administration. Monitored and maintained resources across servers to ensure fast data retrieval and uptime.

• Created and managed Identity Management Toolkit for user’s accounts, including assigning fax numbers by group/department and provisioning user access.

• Performed maintenance and configuration of network devices, laptops, mobile devices, and workstations.

Help Desk Technician – Credit Union of New Jersey

05/2008 – 07/2013

Supported internal staff with hardware and software troubleshooting.

Performed updates, software installs, and system configurations.

Maintained documentation and updated asset tracking database.

Education

Associate Degree in Network Administration

Mercer County Community College Graduated 2014

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