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Education:
Bachelor of Science: Engineering, 2016
Fort Lewis College - 1000 Rim Dr, Colorado 81301
Skills:

Programming Languages: MATLAB, Simulink, LabVIEW, and Alice.

Programs: AutoCAD, ArcGIS, SMS Builder,

ICAMP Tririga, FieldFLEX, Abacus, NI, Word, Excel, Powerpoint, and Outlook.

Manufacturing: CNC mill, bridgeport knee mill, grizzly lathes, and general shop machines.

Operating Systems: Windows 10, and Mac OS

Circuit Development: NI myDAQ

Fabrication Skills: Experience with MIG welding, drills, oxy-acetylene torch, sawing, wiring, soldering, multimeters, oscilloscopes, fiberglass, and carbon fiber.

Certifications and License:
  • Engineer-In-Training (EIT) - Colorado, February 2017 - (Credential ID: 17-193-67)
  • American Concrete Institute (ACI) Certifications - Concrete Field, Aggregate Testing, Aggregate Base, Concrete Strength, and Concrete Laboratory Testing Technician - (Credential ID: 01399390)
  • Commercial Driver's License (CDL) Class A - Tanker and Passenger Endorsements
Work History:
Facility Assessor, Associate, 09/2019 to Current
Parsons CorporationAlbuquerque, NM
  • Assisted structural, mechanical, and electrical inventory and condition assessments, managed by IMCOM at Fort Knox using BUILDER application and methodology for their real property assets.
  • Assisted with electrical utility condition assessments and equipment inventory, managed by UCOP at the University of Los Angeles and San Fransico, utilizing ICAMP Tririga application for their real property assets.
  • Documented conditions and special features by taking detailed notes on floor plans and photographs of the interior and exterior of buildings.
  • Produced inventory and condition assessment reports using programs such as SMS BUILDER, ICAMP Tririga, and FieldFLEX.
  • Successfully communicated with all team members to navigate job duties and complete daily tasks.
Civil Engineer, Associate, 12/2018 to 09/2019
Parsons CorporationsAlbuquerque, New Mexico
  • Researched and helped create a preventative maintenance task list for the Kirtland Air Force Base utility shops.
  • Performed evaluating the condition of utility components such as water, gas, sewer, and electrical systems.
  • Documented conditions by taking detailed notes and photographs of the utility systems.
  • Utilized ArcGIS to locate GPS coordinates for utility systems.
  • Assigned the utility components to nearby main pipelines and stored this information using the Microsoft Access program.
  • Assist in writing a final preventative maintenance report.
  • Successfully communicated with all team members to navigate job duties and complete daily tasks.
Entry Level Engineer, 06/2017 to 12/2018
GeoTekLas Vegas, Nevada
  • Geotek practices geotechnical engineering, construction material testing, and special inspections for future residential and commercial land development
  • Assist in writing geotechnical exploration reports and other complex project reports
  • Performed field and laboratory test on soil, concrete, and asphalt for various clients and projects
  • Read and interpret plans and technical drawings
  • Conducted on-site field observations and recorded technical narratives
  • Scheduled field inspections and testing to technicians

This resume is created in 7 minutes.
Professional Summary

Motivated Project Manager with more than 5 years in project management in the Electrical Utility industry. Works well with people at all levels of the organization, and external customers and vendors. Skilled at identifying or anticipating problems and providing solutions.

Skills
  • Excellent problem-solving abilities
  • Excellent communication skills
  • Strong data management skills
  • Advanced user of P6, OPPM, TM1, Ellipse, XA21
  • Dedicated team player
  • Conflict Resolution
  • Staff development
  • Resilient
Work History
Project Manager Western Power - Perth, WA 01/2014 - Current
  • Managed various Capex and Opex Volumetric projects such as: Transmission Substation Maintenance Programs FY 2014/19, Distribution and Transmission Line Siliconing FY2014/17, Distribution URD Pillar Replacement FY2014/17, Distribution Substation Security FY2015/17, and Transmission Line Inspection, Washing and Maintenance (Helicopter Work) FY2014/15. 
  • Developed strong relationships and maintained effective communication with stakeholders to ensure timely delivery and minimise customer impact.
  • Analysed and forecasted project works performance, ensured projects delivery on target of volume, cost, timeliness as well as meeting standards for quality and safety, raised Change Control Request accordingly.
  • Managed conflicting demands within a high workload volume environment, coordinated complex / high risk network outages. 
  • Delivered financial reports as required, advised formal leader on optimizing performance and delivery of project outcomes.
  • Mentoreded graduates / project support staff on customer liaison, data analysis, and varous project tasks.
  • Closely collaborated with project members to identify and quickly address problems.
Project Coordinator Western Power - Perth, WA 08/2011 - 01/2014
  • Managed Capex Volumetric projects such as: Distribution Wood Pole Replacement FY2011/12, Distribution Transformer Replacement FY2013/14, Substandard Conductor Clearance - Road-crossing FY2013/14, Distribution URD Pillar Replacement FY2013/14, Distribution Cross-arm/Stay Replacement FY2013/14, and Distribution Under-rated/Retrofit Stay Replacement FY2013/14.
  • Developed and maintained strong work relationships with both peers and stakeholders.
  • Developed weekly reports to the Executives for Distribution Bushfire Mitigation - pre & post Bushfire Season FY2013/14.
  • Monitored timelines and flagged potential issues to be addressed.
Project Support Officer Western Power - Perth, WA 08/2010 - 07/2011
  • Provided continued support to Wood Pole Inspection and Pole Reinforcing Projects in progress tracking and business reporting (eg. Accruals, Pole Inspection QA).
  • Maintained and improved Data QA and Import Procedure for Pole Inspections AA2.
  • Improved data management tools in MS Access (DRE 7).
  • Assisted in tracking the Pole Inspection and Pole Reinforcement programs.
  • Managed Material Orders for contractors.
Project Support Officer, Design Manager Western Power - Perth, WA 11/2005 - 07/2010
  • Resource Planning and Scheduling for Transmission Substation Design Section.
  • Developed Resource and Workload Analysis reports and section level financial reports. 
  • Conducted cost estimate analysis and resource forecasting.
  • Utilised internal software (Ellipse, Success) to assist estimation of design and drafting cost for substation design teams.
  • Liaised with stakeholders to maintain consistency of project schedule and data quality.
  • Identified project scheduling conflicts and recommended solution.
  • Provided Design Management.
Sales And Proposal Manager CFT Technology - Beijing, Beijing 03/2004 - 11/2004
  • Estimated Marketing-cost and delivered reports to Principle Sales Manager;
  • Provided supports to project management (eg. Network analysis) and package design.
  • Negotiated and managed contract arrangement with customers.
  • Developed and managed annual sales programs of Southeast China (the essential part of the network).
  • Handled customer complaints and issues re quality, packaging, shipment, etc; and delivered corrective action reports.
Chemical Engineer CFT Technology - Beijing, Beijing, China 10/2002 - 03/2004
  • Led a research team of 4, continuously improved methods and procedures in Production Process Control Team.
  • Supervised the team in monitoring production activities and provided suggestions for quality improvements and cost control.
  • Sourced new suppliers and managed procurement including importation, and coordinated with overseas supplier, Custom Office of China and the associated government departments.
  • Mentored new hires in the implementation of company processes and policies to better improve the competency and efficiency of all staff.
  • Improved methods and procedures for processes, measurement, documenting and work flow techniques.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
Managing Director's Personal Assistant CFT Technology - Beijing, Beijing, China 07/2002 - 09/2002
  • Managed stationery stock and developed professional relationship with reliable suppliers.
  • Travel arrangements, event organization and coordination (Team Building, etc).
  • Provided coaching, mentoring, and consultation to staff to enhance staff development. 
  • Wrote reports, executive summaries and newsletters.
Education
Diploma of Project Management (PMBoK 4 & 5): Project Management Paradigma Solutions - Perth, WA 03/2013
  • PMP #1768146
Graduate Certificate in Electrical Utility Engineering: Electrical Engineering Curtin University - Bentley, WA 2007
  • Project Management
  • Distribution System Design
  • Overhead Transmission Line Design
Bachelor of Engineering: Biochemical Engineering Beijing University of Chemical Technology - Beijing, China 2002

This resume is created in 7 minutes.
Professional Summary

Experienced Customer Support Analyst committed to maintaining cutting edge technical skills and up-to-date industry knowledge.

Skills
  • Process Flows & Call-Tracking Tools: ITIL incident Platforms: Windows, Unix,Linux, NetWare Servers, Citrix
  • management service processes;ServiceNow; Freshdesk; Networking: LAN & VPN/Remote Connectivity,
  • MS Office (Exchange,Word, Excel, Outlook, TCP/IP
  • PowerPoint, Access, Active directory); VMware Hardware: PCs, Laptops, Telephony Systems, Printers,
  • applications;Salesforce; Routers, Modems
  • Anti-virus programs. Browsers: Chrome; Safari; Firefox; MS Edge; IE;
  • System Center Configuration Manager
  • SeaMonkey Navigator; Opera
  • Windows: 10,7,98,2000,XP
  • Customer service
  • Excellent diagnostic skills
  • Conceptual thinking
  • Email management software
  • Customer requirement prioritization
  • Problem resolution
  • Document oversight
  • Team leadership
  • Presentation ability
  • Schedule management
  • Conflict resolution
  • Resource scheduling
  • Excellent communication skills
  • Report delivery
  • Online conferencing
  • Workflow analysis
  • Courses and documentation
  • Website maintenance
  • Skills review
  • Training system scope
  • Oral and written communication
  • Team oversight
  • Testing plans
  • Process implementation
  • New employee mentoring
  • Policies and procedures
  • Data analysis
  • Consultative support
Work History
Customer Support Analyst 07/2016 to 08/2018
Tuesday Morning Dallas, Texas
  • Effectively work and communicate with customers and other outside parties. Respond to customer issues with the best interest of both the customer and the company in mind.
  • Provided Level 2 Helpdesk support and focused on troubleshooting escalated customer issues.
  • Responsible for thoroughly researching support calls before they go out to developers which may require recreation of the problem in a lab environment
  • Ensure unresolved problems are communicated early and escalated as appropriate.
  • Monitor ticket queues to ensure quality history records and incident documentation.
  • Quickly analyze and prioritize issues based on urgency.
  • Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery.
  • Provide exceptional customer service in person, via phone and email as appropriate with fanatical responsiveness.
  • Take personal ownership of everything assigned.
  • Set up access and security for users of our internal systems.Perform user administration duties.
  • Operating System Deployments using SCCM
  • Remote control access through SCCM
  • Troubleshoot SCCM client installation

Desktop Support 01/2016 to 05/2016
Fujitsu Network Communications Richardson, TX
  • Troubleshoot client register, credit card scanner, printers, pc, laptop and software.
  • Provided user support and LAN administration to variety of Fujitsu client, resolved issue in PC/LAN environment.
  • Used PGX as the incident management tools to track tickets.Used Active Directory to manage different clients' network domains for authenticating and authorizing users.
  • Exposed to the process of incident, problem, change, and configuration management.
  • Pos/pinpad troubleshooting
  • Software installation/troubleshooting
  • Troubleshooting DNS server 
  • All internal communication via Exchange Email
Help Desk Support 10/2014 to 02/2016
STANDARD ALLIANCE Dallas, Texas
  • Respond to queries in person.
  • Provided technical assistance and support for issues relating to computer system, softwares, and hardware.
  • Ask probing questions to determine nature of problem.
  • Train company workers on new software update and skills.
  • Clean up company computers.
  • Walk company workers through the computer problem solving.
  • Set up systematic shoot down and monthly clean of company computers and devices.
  • Troubleshoot company payment accepting systems.
  • Ensuring proper implementation of a new system.
  • Used Service now as the incident management tool for company ticket.
  • Use exchange email for all communication
Education
Bachelor of Science: Information System University of North Texas at Dallas - Dallas, TX

This resume is created in 7 minutes.
Professional Summary

Certified IT professional experienced in providing technical support with minimal supervision. Knowledgeable in troubleshooting, networking and system management. Optimistic, self-starter with excellent communication skills; exposure to leadership experience with a passion for success that is performance driven and focused on productivity, teamwork, and dedication to excellence.

Skills
  • Windows Operating Systems
  • Networking (TCP/IP, DHCP, DNS)
  • Diagnosis & Troubleshooting
  • Active Directory
  • Hardware/Software Support
  • Malware Protection
  • Quality Assurance
  • Mobility and Devices
  • Hardware Assembly
  • Virtualization
  • Application and Server Monitoring
  • Database Management
Work History
Desktop Support Specialist, 07/2018 to 12/2018
CompuCom Systems Inc. Fort Mill, SC
  • Used ticketing systems to manage and process actions taken.
  • Escalate problems and issues to a higher level of support
  • Interface with other technicians, operations, and customers and makes decisions on operating procedures, analytical approaches, and configuration options.
  • Built and provided end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Trained users on technical resources, including desktops, laptops and mobile devices.
  • Configured security protocols and user accounts.
  • Consistently met deadlines and requirements for all production work orders.
  • Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
Help Desk Support (Temporary), 09/2017 to 12/2017
Bank of America Charlotte, NC
  • Managed call flow and responded to technical support needs of customers.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Resolved password resets, Network connectivity, and application inquires.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Prepared reports and communication for senior management and clients.
  • Maintained personal knowledge of recent environmental/software updates to ensure accurate customer communication
Customer Service Representative, 01/2017 to 12/2017
Spectrum Charlotte, NC
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Reviewed and solved account and billing discrepancies.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Accurately documented, researched and resolved customer service issues. 
  • Described product to customers and accurately explained details and care of merchandise..
  • Answered customer questions about product availability and processing times.
Customer Service Representative, 09/2014 to 06/2016
Convergys Corporation Charlotte, NC
  • Answered a constant flow of customer calls with up to 200 calls in queue per minute
  • Provided 4G LTE support and for Wi-Fi enabled vehicles.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.

Quality Assurance Associate Experience

  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Met or exceeded service and quality standards every review period.
Education
Certification Program: Information Technology My Computer Career - Charlotte, NC

Anticipated Gradation 08/2019

Certification: Information Technology, 2018
IT Ready Program - Charlotte, NC

From 01/2018 - 06/2018

Associate of Science: Simulation and Game Development, 2014
Central Piedmont Community College - Charlotte

From 06/2010 - 05/2014

Certifications & Training
  • CompTIA A+ 
  • Microsoft Technology Associate (MTA), Server
  • Microsoft Technology Associate (MTA), Security
  • Microsoft Technology Associate (MTA), Networking
  • Linux Essentials


Additional Certifications will be obtained  in 2019 including through an accredited training program, including:

  • CompTIA Server +, CompTIA Networking +, MTA Mobility, Microsoft Windows 10, and CCNA


Banking & Call Center Service Training - Customer Service , Solution Selling, Call Center Fundamentals, Teller Services, Office Administration, Lock-box Operation, Bank Regulatory Compliance , Microsoft Office Suite 2010, Cloud Technology and Social Media Etiquette.

System Knowledge

Windows (XP, 7, 8, 8.1, Vista, and 10), Linux (Fedora, Ubuntu), Mobile Devices (Mac OSX, Android, iOS, Windows Phone), Microsoft Office 2003 and higher, Office 365, C#, Microsoft Visual Studio, Adobe (Photoshop, Acrobat), ServiceNow, Microsoft Exchange, Workday, Salesforce, Citrix, FDR, Microsoft Active Directory, Terminal and Thin Client Systems, RSA Token, Oracle VirtualBox, Gaming Engine (Unity and Unreal Engine), ADP Portal, Kronos, VIOP, Avaya Communicator