Help Desk & Desktop Support Specialist

MICHAEL COX

**** **** ******, ***. *****, PLANO, TX. 75074

972-***-**** • ***************@*****.***

Ambitious Help Desk and Technical Support Specialist

Combination of 16+ years of experience in Information Technology and Customer Service; 17+ years of experience building/repairing desktop computers in Windows environment; functions well independently and collaboratively in a variety of settings; motivated to succeed and contribute; leads by example as an individual contributor; excellent organizational skills; highly focused with a strong ability to multi-task; quick learner with a thirst for knowledge; customer focused and resolution driven; highly detail oriented and focused on efficiency and accuracy;

Technical Expertise

Operating Systems

Windows 98/2000/XP/Vista/7/8/10

MS DOS

Networks

LAN / WAN

Ethernet

Wireless (802.11 a/b/g/n)

VPN (Including Cisco)

Hardware

Printers/Scanners/Copiers

DSL Modems/ Cable Routers

CPU

Motherboard

Video Cards

RAM

CD/DVD Drive

Hard Drives

Power Supply Units

Switches

Network Equipment

Mobile Devices, Phones, Tablets.

Applications

Microsoft Office Suite

Avaya

CDPI

HEAT (Ticketing System)

Active Directory

PC Anywhere

Bomgar

Computer Security

Junkware Removal

Virus Removal

Spyware Removal

Rootkit Removal

Operating System Repair

Security Software (F-Secure, Microsoft Security Essentials, AVG, McAfee, Norton, Avast, TrendMicro, etc.)

Web Browsers

Internet Explorer / MS Edge

Google Chrome

Mozilla Firefox

Safari

Work History

TekSystems - Intuit Dallas, TX (Remote)

Job Title: Technical Support I

Dates: October 2025-April 2025

Assisted internal employees with their technical support needs for Windows 11, application installation and configuration issues. Assisted with computer, printer, and application issues. Also assisted with password resets and lockout issues. Stayed up to date with the latest technology trends.

TekSystems - WellsFargo Dallas, TX (Remote)

Job Title: Technical Support I

Dates: August 2024-July 2025

Assisted internal employees with their mobile devices (iOS and Android) application installation and configuration issues. Assisted with computer, printer, and application issues. Also assisted with password resets and lockout issues. Stayed up to date with the latest technology trends.

Sol-Ark Allen, TX

Job Title: Technical Support III

Dates: October2022-June 2024

Maintained a fast and accurate technical support position for external contacts and customers. Support of solar inverters and electrical connections for both residential and commercial applications. Support of remote monitoring software. Troubleshooting of electrical connections, solar production, generator connections and battery storage.

Synectics Frisco, TX (Remote)

Job Title: Technical Support I

Dates: August 2021-April 2022

Assisted internal employees with their computer, printer, iOS tablets and application issues. We used an internal ticketing system to document and escalate hardware issues to the respective local IT departments. Stayed up to date with the latest technology trends. Also assisted with password resets and lockout issues.

TekSystems Irving, TX

Job Title: Support Analyst

Dates: June 2019-August 2021

Maintained a fast and accurate desktop support position for internal employee’s computers, printers, and various in-house applications, as well as SAP. We used SCCM and Skype to remote in to fix most issues up to hardware. We escalated hardware issues to the respective local IT departments throughout the world. Managed a ticketing system and provided additional troubleshooting for difficult issues.

Conduent Associates LLC Remote

Job Title: AppleCare Support Specialist

Dates: February 2018-January 2019

Provided front-end support for Apple customers troubleshooting hardware and software related issues. Created tickets and escalated issues to other departments. Assisted supervisor with training and support and served in a team lead capacity.

G6 Hospitality Carrollton, TX

Job Title: Technical Support Specialist

Dates: March 2014-March 2016

Provided support for the IT service lines environment both centrally and at property level; provided support for web-based applications from a user and technical standpoint; provided support for administration and troubleshooting on Microsoft Server technologies including Active Directory, Citrix, and Exchange messaging; provided support for equipment on location at G6 properties nationwide.

Frontier Communications Allen, TX

Job Title: Technical Support Representative, Internet Help Desk / Premium Technical Support

Dates: May 2012-June 2013

Provided front line technical support to DSL internet customers; provided in-depth Premium Technical Support to subscribing customers; de-escalated upset customers.

Ameritraining (AT&T Uverse) Dallas, TX

Job Title: Technical Support II

Dates: February 2007-March 2009

Provided front line technical support to AT&T U-Verse customers; provided in-depth troubleshooting assistance to resolve complex software, hardware, and network issues;

Achievements: Promotion to Team Lead - assisted front line agents in an internal support group environment; Promotion to USPOC - identified outages and coordinated with management and NOC to distribute outage data.

Education

Attended Southern Methodist University Allen, TX (April 2001-October 2001)

Major: MCSE Windows 2000 Pro Certification, A +, Network +

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