Desktop Support Analyst resume examples

Choose and edit as your own

Get inspired by the best resume examples picked for your profession and create your!

Add pre-written phrases

Describe yourself as a professional just in 2 clicks! All the phrases you need are prepared by us

Save and Download your Resume

Save it in PDF format. Ready-to-sent to you employer!

This resume is created in 7 minutes.
Professional Summary
I am an IT professional with a 25-year background in all aspects of technology, including Helpdesk, desktop support, system administration, budgeting, troubleshooting and network management, including 15 years as a Network Administrator. In-depth understanding of business logic and flow. Excellent problem solving, customer service, and communication skills. I work on figuring out WHY, as well as the HOW.  And I love cannolis.
  • OPERATING SYSTEMS:  DOS, Linux, OS X, Netware, Windows OS
  • SOFTWARE:  Most major packages, including anti-virus, backup, database, business, and network monitoring software
  • HARDWARE:  Most major hardware platforms for desktops, servers, switches, firewalls and VPN
  • Keywords:  AVG, McAfee, BackupExec, Unitrends, Amazon AWS, FusionAnalytics, VMWare, Oracle, MongoDB, MySQL, Apache, Cacti, Nagios, SolarWinds, GLPI, iSupport, Tomcat, SaltStack, Office, Exchange, Sharepoint, Dell, HP, Apple, DataDomain, Cisco, ASA, NetGear, SonicWALL, F5 LTM
Work History
Network Operations Engineer (Remote Position) naviHealth - Brentwood, TN 06/2012 - Current
  • Maintenance, documentation, and troubleshooting of CentOS 5.6/6.4/7.0 Linux servers, and various in-house software packages
  • Creation and maintenance of VPN tunnels for outside customers
  • Deploying new software and subsequent updates to customer-facing server farms
  • Responsible for monitoring software (Nagios and SolarWinds)
  • Heavily involved in deployment and troubleshooting of Linux-based fax-to-email servers
  • Working closely with development / qa on deploying, testing, troubleshooting dev/qa/staging/production environments
  • Responsible for new Linux server deployment for two data centers, including documentation
  • Responsible for MongoDB infrastructure in dev/qa/staging/production
  • Responsible for researching, purchasing and implementing backup solution (Unitrends, BackupExec, and Data Domain devices) for all data center servers, and archiving to AWS Cloud services
  • Updates of various items: F5 GeoLocation updates, ZipCode Updates for development and production databases
Network Administrator Kennebec Savings Bank - Augusta, ME 11/2008 - 06/2012
  • Maintenance, documentation, and troubleshooting of Windows 200x Primary and Backup Domain Controllers, DHCP, DNS, WINS, print servers, and file servers, including backups, patches and antivirus updates
  • Troubleshooting, updating, and maintenance of network switches for all branch offices
  • Heavily involved in core database updates and patches (Fiserv, Open Solutions, Inc.)
  • Responsible for new server deployment (physical and virtual) for all branch offices, including documentation
  • Responsible for VMWare Data Recovery and Acronis backups
  • Responsible for troubleshooting and patching Internet banking check and statement imaging system (Fiserv Director)
  • Research, implementation, and maintenance of email encryption (ZixCorp)
  • Research, implementation, and maintenance of HelpDesk ticketing system (Track-It)
  • Research, implementation, and maintenance of network fax solution (FaxFinder)
  • Currently researching replacement for custom Intranet package
  • Working with vendors and ISP's for resolution of IT and internal employee issues
  • Ensured consistent, reliable and timely delivery of support services to office and various branches
  • Creating and maintaining documentation of various procedures, including use documentation
Systems Engineer / Facilities Coordinator Thorndike Press - Waterville, ME 12/2002 - 11/2008
  • Maintenance, documentation, and troubleshooting of Windows NT / 2000 / 2003 Primary and Backup Domain Controllers, DHCP, DNS, WINS, print servers, and file servers, including backups, patches and antivirus updates
  • Setup, deployment, backup, documentation, and troubleshooting of desktop and laptop machines with Windows 2000 Professional and Office 2003
  • Troubleshooting and maintenance of switches and hubs, Nortel Phone System, and MS Access databases
  • Working on various projects for main office in Michigan
  • Ensured consistent, reliable and timely delivery of support services to office
  • Maintenance of weekly communication to management team on all tasks, and also to main office in Michigan
  • Working with vendors and ISP's for resolution of customer issues
  • Troubleshooting, repairing and resolving all printer issues
  • Implementing SOP's on software, hardware, and computer equipment sign-out and created central license and serial number archive and repository for organization
  • Responsible for various facilities-related building functions, including outside vendor communications and budgeting
Systems Engineer ValCom - South Portland, ME 02/2001 - 11/2002
  • Installation, setup and maintenance of Windows NT / 2000 Primary and Backup Domain Controllers, print servers, file servers, backup systems, and DHCP, DNS, WINS servers
  • Installation, setup, and maintenance of Citrix MetaFrame 1.8 / XP servers, Cisco Routers and Firewalls, SonicWall firewalls. VPNs, and wireless technology
  • Performing security and network audits for customers, recommendation of security and backup policies and procedures, SOP's for software and hardware
  • Setup and troubleshooting of desktop and laptop machines with Windows NT / 2000, Windows 95/98/Me, TCP/IP, printing, user, software and hardware issues for customers
  • Working with vendors and ISP's for resolution of customer issues
  • Included in rotation of 24x7 on-call pager
  • Determining customer's present needs, and anticipating future needs
Systems Administrator Applied Intranet Technologies - Camden, ME 02/2000 - 01/2001
  • Installation, setup and maintenance of Primary, Backup Domain Controllers, main file server, VPN server, Email server, DNS, WINS, and DHCP servers, firewall, backups, and networking equipment
  • Implementation of Enterprise-wide Anti-Virus solution, and security policies and procedures
  • Organized transition to an externally hosted mail system from the in-house solution
  • Upgraded network hardware from hubs to switches, and cable from coax to fiber optic
  • Setup and maintained servers at remote office sites (New York, Portland, etc)
  • Troubleshooting TCP/IP, Windows NT network, printing, user, software and hardware issues
  • Setup and troubleshooting of desktop and laptop machines with Windows NT / 2000, Windows 95/98
  • Created central license and serial number archive and repository for organization
  • Implementing SOP's on software and hardware ordering and inventory
Network Engineer MeetingMakers, Inc. - Woburn, MA 10/1999 - 01/2000
  • Troubleshooting TCP/IP, Windows NT network, printing, user, software and hardware issues, clustering, IIS 4.0 web farm, SQL 6.5 database servers, and ODBC connections
  • Installation, setup, maintenance and backup of DNS, WINS and DHCP servers, Primary and Backup Domain Controllers, IIS web servers, SQL database servers, and file servers
  • Setup and troubleshooting of onsite conference LANs
  • Programming router to route new IP addresses
  • Supervised desktop support person for troubleshooting issues
  • Authored technical information documents
Bioinformatics / Desktop Support Analyst Genetics Institute - Andover, MA 04/1998 - 10/1999

Help Desk Analyst Parametric Technology Corporation - Waltham, MA 01/1998 - 02/1998

Level 2 Support Technician Liberty Mutual Insurance Corporation - Portsmouth, MA 09/1997 - 01/1998

Internet Course Instructor Burgess Business Solutions - Bath, ME 02/1997 - 08/1997

User Assistance / Support Analyst Bates College - Lewiston, ME 06/1996 - 08/1997

Computer Technician Kennebec Valley Community College - Fairfield, ME 09/1994 - 08/1996

Associate of Science: Applied Electronics Technology Kennebec Valley Community College - Fairfield, ME 1996


Fly fishing



Men's groups


RV Camping

And of course, cannolis

This resume is created in 7 minutes.
Professional Summary
United States Navy veteran Desktop Support Specialist with more than ten years of experience in a variety of computer operating systems applications and hardware. Analytical and adept at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Relocating to the Hampton Roads area.
Skill Highlights
  • Microsoft Office 2010, 2013, and Office 365 Experience
  • Remote Support Software
  • Exceptional Phone Etiquette
  • Strong Oral and Written Communication Skills
  • Ability to work without supervision
  • Detail oriented, energetic self-starter
  • Strong Organizational Skills
  • Exceptional Customer Service Skills
  • Ipone, Ipad, and Tablet support experience
  • VPN (Cisco Anyconnect) Experience
  • Excellent Analytical and Problem Solving Skills
  • Superb Experience in installing, upgrading, and maintaining PC software and hardware
  • Proficient in Windows Server 2003 and 2008, 2012(Active Directory)
  • Proficient in Windows 7/8/10 Operating Systems
  • Proficient in MAC Operating Systems
  • Apple and Andriod mobile devices.
  • Experience with VoIP/Tandberg video teleconferencing systems
Professional Experience
Eaton Partners LLC Rowayton, CT Desktop Support Analyst 11/2014 to Current
  • Set up, tested and configured networks, desktops, laptops and printers.
  • Senior analyst responsible for 6 global offices.
  • Responds to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based end points (Laptops Desktops & Thin Clients) Tablets & Smartphones (IOS & Android) and Microsoft Office
  • Provides direct support to C-level and Managerial Executives.
  • Salesforce and Active directory administration.
  • Works directly with IT Officer to analyze computing and network needs and installed appropriate solutions within each organization's budget.
  • Served as operating system expert, providing technical support for the entire organization.
Unger Enterprises Bridgeport, CT Desktop Support Technician 06/2013 to 11/2014
  • Provided service desk support and resolve problems to the end user's satisfaction.
  • Monitored and respond quickly and effectively to requests received.
  • Modified configurations, utilities, software default settings, etc.
  • for local and remote workstations.
  • ERP System (Microsoft Dynamics Navision) troubleshooting and installation.
  • Documented internal procedures.
  • Assisted with onboarding of new users in Active Directory.
  • Installed, tested and configured new workstations, peripheral equipment, and software.
  • Maintained inventory of all equipment, software and software licenses.
Yale University New Haven, CT Yale ITS Desktop Support Technician 04/2013 to 06/2013
  • Provided workstation, laptop, and printer hardware and software support/troubleshooting.
  • Test and image desktops and laptops using Microsoft Operating System Deployment using the Yale University's software.
  • Set up and configure all workstation, laptop, and printer hardware according to Yale's standards and guidelines.
  • Ensured all open tickets requiring follow-up work and/or calls are resolved within 24 hours.
  • Responsible for monitoring customer queues in incident Management System and responding to tickets based on Service Level Agreements (SLA) using Service Now IT Service ticketing system.
  • Demonstrated a willingness to assist other IT professionals in completing tickets, responding to emails, monitoring alerts and sharing documentation.
Hewlett-Packard Enterprise Services Groton, CT Enterprise Deployment Desktop Support Technician 01/2011 to 03/2013
  • Assisted civilian and military staff with the installation, configuration and ongoing usability of Windows XP and 7 desktop computers/ laptops, peripheral equipment, and software.
  • Assigned and created user accounts using Active Directory 2003 and 2008.
  • Worked with vendor support contacts to resolve technical problems with desktop computing equipment and software.
  • Managed a Navy/Marine Corp network of 300 users (average).
  • Ensured desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
  • Worked with procurement staff to purchase hardware and software.
U.S. NAVY Operation's Specialist 12/2001 to 11/2011
  • Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Supervised and trained other clerical staff and arranged for employees training by scheduling training or organizing training material.
  • Tested, maintained, and monitored computer programs and systems, including coordinating the installation of computer programs and systems.
  • Performed general office duties, such as ordering supplies, maintaining records management database systems, and performing basic bookkeeping work.
  • Provided Briefings and Computer support to Capt level Leadership, VIP's and executive level leadership personnel.
This resume is created in 7 minutes.
Professional Summary
I have been working in IT for the last 20 years. I love challenges and thinking outside the box to get a job done. I had managed a small sized network in Australia between 2000 and 2005 before I moved to the UK and continued to work in the IT sector. My last few roles in the UK before moving back to Australia in 2010 where within both the private and public sectors performing desktop and 2nd Line support roles, using Windows 2k /'03 servers, Active Directory, Outlook as well as Novell Netware, Groupwise and ConsoleOne. Upon returning back to Australia I have been working for Visualsounds as their IT Manager handling everything IT related to the business. I am always up for a challenge and love it when I come across a problem that needs some though put into it. Over the years I have completed my CCNA1, CCNA2 and CCNA3 exams, however due to travel commitments I unfortunately did not complete my full CCNA. Whilst I may not be an expert in anything specific I believe I have a well rounded knowledge of Computer related Hardware, Software and IT Practices in general and can hit the ground running in a variety of roles.
  • Excellent problem-solving abilities
  • Windows and Basic Linux
  • Hardware upgrades
  • Desktop and laptop repair
  • Data backup and retrieval
  • Anti-virus solutions
  • Remote access technology
  • Excellent diagnostic skills
  • Spiceworks Helpdesk Software
  • ACT! 2010 CRM
  • Windows 2k/XP/7 Support
  • Windows 2k3/08/12 Server
  • Active Directory
  • MS Office (Various)
  • Attention to detail
  • Driving continuous improvement
  • Effective communication
  • Strong communication skills
  • Focused
  • Patient
  • Excellent communication skills
Work History
IT Manager 01/2010 to Current
Visualsounds Smeaton Grange

I was initially employed to build computers for the DJ Edge background music system, however as the business has grown so have my duties.

Currently I perform the below duties and have the following responsibilities PC hardware Builds and software configuration for Background Music System and Jukeboxes when needed.

  • Senior support for all PC based clients.
  • Working with 3rd party software development companies for product support and end user support.
  • Working with and scheduling with clients 3rd party service companies and technicians Working with Data Centre's when needed for maintenance of Music Servers.
  • Ordering and purchasing relevant hardware and software from wholesalers and IT Service companies.
  • Responsible for maintaining all facets of Visualsounds IT infrastructure at head office.
  • Training and management of one other employee who handles first line tech support.
  • Testing of new hardware and technologies when needed.
  • Coordinated with systems partners to finalize designs and confirm requirements.
  • Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
  • Managed creative projects from concept to completion while managing outside vendors.
  • Aligned office departments and increased inter-department communication and data sharing.
  • Trained junior members of IT team regarding network security and troubleshooting of data circuits.
  • Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of technical objects.
Infrastructure Support Contractor 12/2008 to 03/2009
Kodak Ltd Leeds, UK
  • Configuring site digital phones using the Nortel Networks / Meridian phone software, as well as deploying phones for users.
  • Building / Imaging / Troubleshooting Dell Optiplex (GX270 > GX745) Desktop PC's Building / Imaging / Troubleshooting Dell Latitude (D600 > D630 and Latitude E6400) Laptops.
  • Deploying and Maintaining HP Laser jet printers.
  • Liaising with 3rd level US support teams for call resolution.
  • Sourcing / Purchasing required hardware from 3rd party suppliers.
  • Assisting Lab Technicians with installing and Configuring Densitometers and Plate Readers - software and hardware.
  • AutoCAD 2009 Project - Hardware and Software audit in preparation for software roll out for the engineers.
Technical Analyst 10/2008 to 12/2008
Computacenter / Abbey National Bradford, UK
  • Microsoft environment, Windows 2000 & 2003 Servers, Windows 2k and XP Pro desktops and Laptops.
  • Office 2000 and 2003 pro.
  • Using Active Directory to manage domain users and groups.
  • Working with the helpdesk and 3rd level support to resolve all onsite issues.
  • Diagnosing hardware faults for Dell, IBM, and Fujitsu laptops and replacing parts when required.
  • Diagnosing hardware faults for Dell and Compaq Desktop PC.
  • Deploying / Replacing Desktop PC's when needed.
  • Upgrading Desktops and Laptops from windows 2000 to Windows XP as part of a project.
  • Network printers utilised on site, Kyocera and HP (Replacing parts such as fuser units and controller boards.
  • IS Infrastructure Support.
Infrastructure Support Technician 02/2008 to 08/2008
Kodak Limited Leeds, UK
  • To support the Leeds manufacturing site, maintaining and ensuring all computer systems are fully operational in a 24/7 environment.
  • Ensure that helpdesks are completed within set SLA's.
  • Develop IT skills on site for all Microsoft office products and assist users in developing there own skills where appropriate.
  • Support IS for non-production functions, and to follow change control procedures for testing and implementation ensuring correct documentation and communication is in place.
  • Assist in implementing and maintaining the current and future telecoms network.
  • PRIMARY DUTIES & AREAS OF RESPONSIBILITY Anti-Virus Migration TCO deployment (SOE) - Laptop and PCs Preparation for SAP Go Live (installing SAP and configuring .ini files) Assisting in replacing the entire network infrastructure, from HP switches and routers to Cisco kit.
  • IP re-addressing schema.
  • Comm's cabinets and office network re-cabling.
  • Telecoms - Meridian system, cabling new phones (Nortel 61C ) Assiting in implementing / replacing the wireless barcode scanners and wireless equipment to go with them (intermec Scanners) Blackberry configuration and support Administering user accounts on the Domain Changing the Backup Tapes Improving technical workflow procedures Maintaining SOX documentation for Corporate Security Procedures.
  • To install, configure PC's printers and other related hardware.
Desktop Support Analyst 11/2007 to 01/2008
NHS - Bradford Royal Infirmary Bradford, UK
  • Prioritise conflicting deadlines to meet all the ICT Support KPI's ,OLA's and 's Ensure allocated faults are updated and liaise with third party suppliers where necessary.
  • Administering user accounts and network access via Novel ConsoleOne Deploying desktop PC's, imaging PC's using Zen Imaging, Zenworks.
  • Deploying Dell Laptops, Dell Axim's, Palm Pilots, HP IPAQ's, Blackberry's, PALM Tungstens and Printers - Stand Alone and Networked.
  • Liaise with external companies who provide software and hardware system support.
Service Desk Officer 02/2007 to 10/2007
NSW Dept of Commerce Sydney, Australia
  • KEY ACCOUNTABILITIES Liase with other IM&T support groups and IT Support staff.
  • Assist in building and maintaining methods and solutions through local documentation and ensure this is added to the IM&T Service Desk knowledge base.
  • Provide technical on-site and Service Desk support, log calls and provide phone assistance.
  • Ensure all email enquiries or assistance requests are channeled through the central Service Desk.
  • Assist in developing support solutions and the IM&T Quantum knowledge base.
  • Perform network administration duties as outlined in the Novell Configuration Workbook.
  • Initiate problem escalation when necessary and ensure that all Service Desk actions are clearly and accurately logged and that only relevant information is added to these logs.
  • Act as backup to other areas in IM&T.
Support Analyst 04/2006 to 01/2007
Halifax Bank of Scotland plc Pudsey, UK
  • ComputerCall provides the IT support services for all departments of the HBOSplc business.
  • This includes Head offices, Branches, Remote Workers and international offices in France and Germany.
  • The XP Rollout team was implemented as a stand alone team to deal with the rollout / Upgrade of all PC's and Laptops in the HBOSplc Business.
  • Support Analysts would field approximately 50 - 100 calls a day and manage there own fault call queue's, liaising with the other support area's senior technical specialists where appropriate and onsite engineers to resolve calls as effectively and efficiently as possible.
  • KEY ACCOUNTABILITIES Follow a rational and organised approach to any aspect of support analysis required using appropriate tools and techniques to ensure quality standards.
  • Provide support to the 1st line Project team to help speed fault resolution.
  • To support GT&S and business areas through a number of business channels eg email, telephony, web based.
  • Work with colleagues and users on the resolution of IT customer problems, queries and requests, and keeping all relevant parties informed on regular basis.
  • Assist with the collation, analysis and production of performance standard metrics, records and statistical information for the effective management of systems and services.
Helpdesk, Desktop Support 08/2005 to 01/2006
National Health Service - South East Lewisham Shared Partner Services London, UK
  • Responsible for providing a wide range of non-clinical support services to Lambeth, Southwark and Lewisham Primary Care Trusts, the South East London Strategic Health Authority, the South East London Workforce Development Confederation and a number of other NHS clients.
  • The ICT provides a diverse range of Services to its clients in Finance, IT, Human Resources, Facilities Management, Training and Development and data processing to Lambeth, Southwark and Lewisham Primary Care Trusts, the South East London Strategic Health Authority, the South East London Workforce Development Confederation Responsibilities and Duties
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Managed call flow and responded to technical support needs of customers.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Described solutions to customers accurately and persuasively.
  • Used ticketing systems to manage and process actions taken.
IT Admin 09/1999 to 06/2005
Trademart Pty.Ltd Milpera, NSW, Australia
  • Evaluating and upgrading / replacing IT Infrastructure when needed.
  • Support & Maintenance of Windows 2000 Servers, SQL 2000 Server, Netware 3.12 Server
  • Purchasing, configuring and deploying of new systems for employees to company standards (Windows XP Pro, Office 2000/XP, Active Directory)
  • Streamlined and enhanced the corporate accounting and operations system.
  • Maintaining the Linux Firewall and proxy server.
  • Using Crystal Reports (V8) for developing reports for Sales, Purchasing and Warehouse inventory use. These where either produced from "scratch" or default reports were edited to suit the staff needs at the time.
  • Creating SQL queries for exporting reports from the SQL DB to MS Access and then finally into our hand held PDA scanners for staff to use in the sales department.

  • Achievement - In 2002 - 03, After listening to my boss (company owner) whinge about the Sales & Inventory software he been using for approximately 15 odd years, I suggested It might be time we look for a new software package. I researched relevant software packages and presented the results to the company owner. After about 12 months we had fully implemented a new software package that handled, Sales, Purchasing, Accounts and- Stock Inventory / Control. I was finally able to decommission the Novel Netware 3.12 server. In 2005 when I left to go overseas, He thanked me for putting up with his whinging during the changeover and said it was the best thing that had ever happened to the business.