Desktop Support Technician
July 2010 — March 2014
-Provided a single point of contact for end-users to receive support and maintenance within the organization’s desktop computing environment. This included installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation
-Troubleshot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provided end-user assistance where required. Performed on-site analysis, diagnosis, and resolution of complex desktop problems, recommended and implemented corrective solutions, including off-site repair for remote users as needed.
-Ensured efficient operation of the company’s computing environment. Ensured that physical connections (Ethernet jacks, telephone modem jacks, connections between PCs and servers, switches, etc.) were in proper working order.
Prepared, maintained, and upheld procedures for logging, reporting, and statistically monitoring of desktop operations. Developed and maintained an inventory of computers and equipment and accurately documented instances of desktop equipment or component failure, repair, installation, and removal.
-Conducted research on desktop products in support of PC procurement and development efforts. Evaluated and recommended products for purchase. Assisted in developing long-term strategies and capacity planning for meeting future desktop hardware and application needs such as upgrading to Windows 7 and Office 2010/2013.
-Maintained and updated Windows 7 images using WDS.
-Setup and maintained a virtual network through Hyper-V for the use of testing and deploying patches.