Desktop Support Technician Resume
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Resume:
M, Dell, Apple products and operating systems.
*Answers help desk calls from client and responds to complex customer inquiries
•Assists the customer in resolving highly complex technical problems by providing guidance regarding software and/or hardware problems using remote desktop or server access.
•Oversees follow ups with customers to ensure that customer inquiries are completely resolved within the contracted time frame and with full customer satisfaction
•Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
•Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. Recommends changes to policies and procedure to streamline operations.
•Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.
•Provides leadership and work guidance to less experienced personnel.
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•Windows XP/Vista, Mac OS, Lotus Notes, Microsoft Office /.
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•Knowledge on ticketing system Remedy, Service Center, SAP and Track-IT.
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•Knowledge with the TCP/IP concepts.
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•Experienced with mobile devices such as Blackberry/iPhones.
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Technical Expertise
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* Desktop Systems
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* Troubleshooting
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* Technical Support
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* Customer Service
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* Troubleshooting TCP/IP
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HARDWARE SKILLS
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Repair desktop, laptop / Mac variants and printer.
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Professional Experience:
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Desktop Support Specialist - – - UTStarcom, INC. Alameda, CA
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Provide technical support for + users and ensure proper maintenance of workstations, such as printers and peripherals. Respond to user service requests and expediently resolve trouble tickets to maximize system uptime. Deploy new workstations and printers installing operating systems, applications, drivers and configuring network properties and hardware. Support disaster recovery plans, performing regular backups and creating Ghost images of workstations prior to upgrades.
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Key Achievements:
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Outperformed peers by maintaining outstanding record of technical support service, Resolving % of all trouble tickets without escalation to senior support specialists. Substantially increased security and performance of systems by initiating installation of new anti-virus software and critical operating system updates.significantly reduced workstation set up time by developing a disk cloning procedure to streamline operating system implementation and security properties configuration.
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Technical Project Manager - – - Apex Computer Systems, Inc San Bruno, CA
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Contracted to work for IBM to provide technical leadership to staff of technicians across campuses in support of all Gap Inc. domestic corporate desktop support, including: installation (hardware and software), maintenance, and Level II management.
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Responsible for installation and maintenance of all IBM, HP Compaq and Dell workstations and associated peripherals and software. Coordinate regularly with system analyst and software engineer chartered with managing nation-wide Gap Inc.
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Workstation Replacement Program (WRP), and manage hardware inventory associated with the program.
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Technical Lead - – - Apex Computer Systems, Inc San Bruno, CA
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Trained technicians on how to set up builds through the image-roaming server according to the Gap Inc.
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Workmanship standard. Configured and installed new workstations; established users’ accounts; installed
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System-wide software; implemented procedures to prevent the spread of viruses. Additionally, was trained
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to use HP Jet Admin application tool to troubleshoot print server queue and assign new printers.
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Technician II - – - Pratt & Whitney Aircraft Base San Jose, CA
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Primarily provide on-site maintenance support for printers and IBM/Dell workstations for Pratt & Whitney Aircraft Base account.
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Helpdesk /Tech Support - – - BancTec Fremont, CA
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Provided the following support for Com accounts: printer maintenance; workstation maintenance for IBM, HP, and Dell systems and servers; hard drive, video card, NIC, and RAM upgrades; power supply, motherboard, and other defective component replacement.
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Educations & Training
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Associate of Science in Computer Technology ()
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Mission College – Santa Clara, California.
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Kudonet Computer Learning Center. Sunnyvale, CA
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Certifications
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Microsoft Certified System Engineer (MCSE)
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Microsoft Certified System Administrator (MCSA)
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Cisco Certified Network Associate (CCNA)
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Comp TIA A+ Certified I
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BM Certified technician
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Dell certified technician
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Additional Languages: Speak and write Chinese Cantonese, Mandarin, and Vietnamese.
