PC-proficient desktop support engineer with expert analytical and communication skills, supported by over seven years’ experience. Expert at basic network troubleshooting routine network operations, including installation, setup, and backup of software, systems, printers, and hardware. Focused on customer satisfaction and building ongoing professional relations.
Skills and Qualifications :
** Excellent knowledge of Mac and PC systems and hardware
** Extensive experience in diagnosis and troubleshooting of most desktop and back office issues
** Superior customer communication and relation skills
** Outstanding data securing, record tracking, and documentation skills
** Skilled at installing, configuring, and updating desktop with advances in technology
** Mastery of IT industry technical abilities and knowledge
Work Experience :
Lead Desktop Support Engineer :
January 2015 – Present
Innovative IT Solutions
Sonoma County, CA
** Direct the implementation and assessment of Intel’s LANDesk Management Suite, resolving technical issues and handling data network
** Install, assess, and test desktop software applications
** Resolve daily technical issues, communicating with average of 11 clients per day
** Supervise team of five desktop support engineers and create training guides for new hires
** Establish work stations, assess for connectivity and proper function
** Develop training publications, increasing new employee accuracy within the first two months by 65%
Desktop Support Engineer :
April 2012 – January 2015
Healdsburg Orchards
Healdsburg, CA
** Diagnosed and resolved PC desktop and laptop software and hardware issues for 34 staff computers
** Maintained list of common issues and frequently asked questions, updating list and distributing it throughout company offices, decreasing calls to desktop support by 16%
** Provided specific support for users with many levels of computer-expertise, simplifying procedures, breaking processes into easily-understood instructions, and resolving user interface difficulties
** Developed training course for groups and individual employees, reducing occurrences of common mistakes and improving employee satisfaction with software systems
** Earned office monthly MVP award seven times for friendly and accurate services
Junior Network Technician :
October 2009 – April 2012
Tech Services & Solutions
Napa, CA
** Installed computer networks, connections, and cabling for over 150 clients
** Troubleshot system failures, identifying bottlenecks and improving long term network efficiency
** Configured and tested software, maintained hardware and peripheral devices
** Evaluated network performance and identified methods of improvement, increasing efficiency by 13%
** Scheduled upgrades and maintenance without interfering in others’ work
** Offered technical direction to co-workers, collaborating on creation of comprehensive instruction manual
Education :
BS in Computer Science, 2012 Napa Technical College Napa, CA
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