Senior Desktop Support Technician with 20+ years Experience

403-***-**** OLIVER KNAUF ******.*****@*****.***

HIGHLIGHTS:

Attentive Desktop Support Technician with 20+ years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.

RELEVANT SKILLS:

Demonstrated experience with client support and proven ability to deliver high-level customer service

Excellent written and verbal communication skills

Work independently and/or be a team player

Reliable and dependable

WORK SUMMARY:

Mar 2019 - Sept 2025 SENIOR DESKTOP SUPPORT TECHNICIAN (Hybrid)

DXC Technology & Insight Canada, Calgary, Alberta

Provide onsite/remote h/w & s/w support (break/fix) for “SAP Canada” (about 100 users locally) including setup of new hires

Maintain “Service Now” queue for local and remote tickets

Re-image end user h/w (laptops, desktops & tablets) via InTune with latest Windows 11 version & reset Apple MacBooks with latest Mac OS

Maintain printers, Smartphones (iPhone & Android) and AV equipment (Lenovo/Logitech MTR & Evoko/Crestron eDoorplates)

Asset and inventory management

Apr 2018 - Dec 2018 IT OPERATIONS ANALYST – DESKSIDE SUPPORT (Contract)

PeopleToGo, Calgary, Alberta

Provided onsite/remote support (h/w &s/w) for “Wood” employees on Windows 7 and 10 platforms (about 7000 users)

Worked with IBM Service Desk, via Maximo, to maintain Service queues

Unlocked user accounts and reset passwords via Active Directory

Worked with Office Services to provide IMAC support

Aug 2009 - Oct 2017 APPLICATION SUPPORT ANALYST III

PCM Canada (formerly Acrodex), Calgary, Alberta

Provided precise install documentation for software within a test environment for application packagers at The City of Calgary

Maintained “Software Packaging” Remedy queue

Assisted with troubleshooting SCCM software deployment(s) – modified task sequences with PowerShell

Worked with Vendor(s) directly to ensure software functionality

Application rationalization and software compatibility testing

Assisted IMAC for Windows XP to Windows 7/10 migration

TECHNICAL SKILLS:

Well versed in repairing and maintaining of IBM PC’s and compatibles, printers, and laptops

Experienced with Windows 11/10/8/Server2012r2/7/Server2008r2/Vista/XP/CE/Me/2000/98/95/NT, Office 365/2016/2013/2010/2007/2003/XP/2000/97, Oracle, Hyper-V, Remedy, Heat, Citrix XenApp, Skype, Zoom, VMware, SQLNet, OneDrive, Teams, Planner, PowerShell, Project, Visio, RDP, Azure AD, Sharepoint, SCCM & InTune (including configuring, troubleshooting, migrating, imaging, and installing)

CERTIFICATIONS / TRAINING:

2025 Microsoft Sharepoint Online Essential Training: The Basics

2024 Introduction to Prompt Engineering for Generative AI

Managing Projects with Microsoft 365

2023 Critical Communications for IT

2022 Microsoft Azure Fundamentals: Networking, App Services, Cloud

Computing, Subscriptions & ARM Templates, AD & Virtual Desktop

2020 Windows 10: Troubleshooting for IT Support

2019 Sharepoint 2016 Essential Training

Learning OneDrive

OneDrive for Business Essential Training

Microsoft Teams Essential Training, Quick Tips

Learning OneNote Online (Office 365)

OneNote for Mac 2011 Essential Training & Teams Collaboration

2017 MVA: Power Tools for Windows 10

MVA: SCCM: Deploying Software and Operating Systems

MVA: Deploying Windows 10 Using SCCM

2016 MVA: Windows 10: Top Features for IT Pros

MVA: Windows 10 IT Pro Essentials Support Secrets

MVA: Managing Exchange Online Using PowerShell

2015 MVA: Getting Started with Microsoft PowerShell

MVA: Getting Started with Windows 10 for IT Professionals

MVA: Using PowerShell to Manage Office 365 Users

ITIL Awareness: Certificate of Completion

2013 Lenovo Laptop/Desktop training

2009 Symantec Technical Specialist & Backup Exec/System Recovery

Lenovo Laptop/Desktop training

Xerox Laser Printer training

1997 A+ Certification

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