Desktop Support Analyst resume examples

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Skillful Desktop Support Analyst resume

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Scott Milewski
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.
Skills
  • 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

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

Music

Fly fishing

Hiking

Reading

Men's groups

Dancing

RV Camping

And of course, cannolis

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Job-winning Desktop Support Analyst resume

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Wesley B. Payne Jr
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
Education
Technical Degree: COMPUTER NETWROKING TECHNOLOGY 2014 PORTER AND CHESTER INSTITUTE, STRATFORD, CT
A.S: COMPUTER INFO SYS- NETWORK ADMINISTRATION 2011 KAPLAN UNIVERSITY ONLINE, CHICAGO, IL
COMPTIA NETWORK+
COMPTIA A+
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.

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Experienced Desktop Support Analyst resume

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Mohammad Usman
Professional Summary
Technical Analyst with over five years providing technical solutions through high-quality service and support. Seeking position in a challenging and rewarding tech environment where I can expand upon my existing skill base while contributing to a lively IT team.
Skills
  • Exceptional communication skills
  • MS Windows proficient
  • Quick learner
  • Strong client relations
  • POS systems expert
  • Creative problem solver
  • Service Desk
    • Operations management
    • Cost-effective procurement
    • Accounts receivable and payable
    • Customer service relations
    • Systems Development Life Cycle (SDLC)
    • Skilled in TCP/IP and WAN
    Languages
    • Fluent in English, Urdu, and Punjabi
    Work History
    06/2008 to Current
    Self Employed Contractor G & Q Wholesale Round Rock, TX
    • Installed software, modified and repaired hardware and resolved technical issues.
    • Provided base level IT support to non-technical personnel within the business.
    • Evaluated and responded to incoming sales leads and requests for technical support assistance.
    • Managed call flow and responded to technical support needs of customers.
    • Demonstrated professionalism and courtesy with customers at all times.
    • Resolved customer issues in a clear, courteous and straightforward manner.
    • Remained up-to-date on the latest technologies and solutions applicable to company products.
    • Oversaw the daily performance of computer systems.
    01/2008 to 08/2008
    Desktop Support Analyst St. David's North Austin Medical Center Austin, TX
    • Installed software, modified and repaired hardware and resolved technical issues.
    • Provided base level IT support to non-technical personnel within the business.
    • Managed call flow and responded to technical support needs of customers.
    • Evaluated and responded to incoming sales leads and requests for technical support assistance.
    • Resolved customer issues in a clear, courteous and straightforward manner.
    • Identified and solved technical issues with a variety of diagnostic tools.
    • Followed up with clients to ensure optimal customer satisfaction.
    • Remained up-to-date on the latest technologies and solutions applicable to company products.
    01/2005 to 01/2008
    Service Desk Agent / DOD Contractor Unisys Corporation Austin, TX
  • Provided technical support of cross-connected platform network systems for DOD.
  • Work with various internal and external groups to quickly and efficient resolved issues.
  • Work with ARS Remedy tracking system.
  • When necessary, escalated tickets to proper groups.Use Peregrine Service Center application to track and maintain user calls and emails.Use VPN Client and Remote Desktop using Timbuktu Pro software with DFAS, also Credant which is Encryption software with VPN client to assist the end users.Identify, documented and resolved issues with DOD specified designated software using phone, email, and chat support tools.
  • Trained and assisted new agents in client specific policies and procedures.
  • 01/2004 to 01/2005
    Computer Support Specialist Trifusion LP Round Rock, Texas
    • Installed software and operating systems on 250 company computers.
    • Set up equipment for 100 employees, including installing cables and hardware.
    • Set up and configured hardware and software on company equipment.
    • Ordered necessary supplies and parts to repair malfunctioning hardware.
    • Resolved virus and malware issues with a 100 % success rate.
    • Maintained 99% up time on company networks through careful and preventative maintenance.
    01/2001 to 01/2003
    Production Worker Dell Computer Austin, Texas
    • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
    • Inspected and tested components, assemblies and power tools.
    • Set up and tested monitors and calculators and recorded test data per engineering and quality specifications.
    • Planned and paced work efficiently in order to meet daily, weekly, project or production goals.
    • Verified part Numbers and placed parts in appropriate shipping containers.
    Education
    Training in Software Quality Assurance (QA): Portnov Computer School - Los Altos, CA
    2005
    Applied Associate Degree: Microsoft Network Administration
    Virginia College in Austin - Austin, TX
    Network Administration
    Certifications
    • Microsoft Certified Professional - MCP
    • Microsoft Certified Desktop Support Technician - MCDST
    • Dell Certified System Expert - Desktop
    • Network+ Certification - CompTIA
    • A+ Certified - CompTIA
    Additional Information
  • US Citizen, Held Federal (Top Secret / SSBI) Security Clearance.