Brianna Davis

Sometown, ME 55555 | LinkedIn URL | bd@somedomain.com | (555) 555-5555

Technical Support Specialist | Helpdesk Technician

Dedicated helpdesk professional currently providing technical support in a 450+ user environment.
Skilled problem-solver able to communicate with users at all levels of technical proficiency.
Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and
peripheral problems.

Technical Troubleshooting System Upgrades & Optimization

End User Training Security, Backup & Recovery Solutions
Expertise:
Virus Detection, Removal & Prevention Technical & User Documentation
IT Infrastructure & Performance Tuning Relationship Management

Technical Summary

Certifications: Microsoft Certified System Engineer (MCSE), Microsoft Certified Professio

Platforms: Windows, Unix, Linux, Mac OS X, iOS, Android

LANs / WANs / SANs, TCP / IP, VoIP, DNS, HTTP, Wireless / VPN Archit
Networking:
Routers & Switches, Firewalls, Cisco IOS, Active Directory Domain Contro

Hardware: iPads, iMacs, tablets, desktops, laptops, printers, scanners, projectors

Zendesk, Microsoft Dynamics NAV, Norton / McAfee Antivirus, Symantec

Applications:
Symantec Ghost Solution Suite, Norton Internet Security

Professional Experience

Abc Company, Sometown, ME  |  Desktop Support Specialist, 6/2014 to Present

Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to
user service requests; and resolve trouble tickets. Ensure system security for desktop, mobile and
cloud environments.

 Closed 95% of trouble tickets on the first call without escalation.

 Commended for quickly resolving complex issues including system crashes, network slowdowns,
connectivity problems, security breaches, virus infections and more.
 Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and
monitored ticket status to ensure fast, quality resolution of every issue.
 Set up secure WiFi, LAN and VoIP networks at remote locations, leading client/server configuration
and performance-tuning of crucial infrastructure to ensure seamless business operations.

DEF Company, Sometown, ME  |  Helpdesk Representative, 12/2010 to 5/2014

Provided level 1 and 2 technical support for 150+ users. Ensured quick resolution of user concerns
and escalated more complicated issues to helpdesk managers.

 Cut incident callback rate by 12%; used technical, analytical and communication skills to accurately
identify user needs and provide effective solutions.
 Awarded “Star Employee” three times for delivering outstanding technical support and customer
service.

Education & Training

ABC COLLEGE, Sometown, ME  |  Associate of Science in Computer Information Systems

Courses: Server Infrastructure | Windows Server 2016 Enterprise | Cloud Configuration | Network
Architecture, Operations, Security and Troubleshooting

DINESH KUMAR
 Phone: (Mob) +92XXXXXXXX, 84XXXXXXXX
Email Id: dineXXXXXXX123@yahoo.com
CAREER OBJECTIVE
Seeking a position to utilize my skills and abilities in the Information Technology Industry that offers
professional growth while being resourceful, innovative and flexible.
PROFESSIONAL EXPERIENCE
One and Half Year experience as a Desktop Support Engineer in XXXXX Software Pvt. Ltd. from April
2010 to December 2011

Responsibilities:
 Proficient in handling escalated calls and providing level 1 Technical Support to end-users.
 Microsoft Outlook, Outlook Express configuration, backup, troubleshooting.
 Experience in installation of Windows, configuration, Technical troubleshooting, support of server Hardware,
operating systems, Microsoft application software and peripherals, Windows 95/98, 2000, 2003, Server, XP.
6 Month experience as a Desktop Support Engineer in XXXXXX Pvt. Ltd. on the payroll of XXXXXX
Solutions Ltd. (1st January 2012 to Till Date)

Responsibilities:
 Proficient in handling escalated calls and providing 1st & 2nd Level Technical Support to end-users.
 Microsoft Outlook, Outlook Express configuration, backup, troubleshooting.
 Installation of Data card Like VPN Data Card, Tata photon+ and Reliance Netconnect etc.
 Maintaince of computer hardware systems and system assembly.
 Maintain the assets of pc's and laptops.
 Installation & Configuration of Network printers & Scanner and its basic level of troubleshooting.
 Manage all the inventory of PCs.
 Configuring & Managing DNS, DHCP & Active Directory.
 Creation and management of Domain and user accounts as well as assign access rights and permission to use
internet facility.
 Managing & Monitoring Network & Coordinate with Vendor.
 Provided the Remote support & Net meting support using following software Team Viewer, VNC Server,
Ammyy Remote Software, Remote Desktop.
 Monitoring & insuring a recommended temperature for Server Storage Room.
 Installation of Antivirus, Patches & Updates from Backend side & frontend both.
 Experience in installation of Windows, configuration, Technical troubleshooting, support of server Hardware,
operating systems, Microsoft application software and peripherals, Windows 2000, 2003, 2008, Linux,
Ubuntu, Windows XP & Windows 7.
EDUCATIONAL QUALIFICATIONS
 Bachelor of Art B.A. from XXXXXX University in 2005 - 2009.
 12th Pass from CBSE Board in 2004.
 10th Pass from CBSE Board In 2002.
PROFESSIONAL QUALIFICATION
 MCP Certified.
 Completed MCSE (Microsoft Certified System Engineer) from IANT.
 Pursuing CCNA FROM IANT.
TECHNICAL SKILLS
Operating System: Window XP, Vista, Win 7, Linux Ubuntu, MS DOS, 2000, 2003 & 2008 R2.
Hardware Skills: PC assembling, Formatting, Partition, drivers Installation, windows 98, 2000
professional, Xp professional.
Window 2003 Administration: Installation Windows 2003 Server, Active Directory Installation,
Implementing DNS Server, creating Windows 2003 domain.
Networking Services: DHCP, creating domain control.
Others: Assembling & Troubleshooting of PC's, Windows Update & antivir, Installation &
Troubleshooting of operating system's (Win XP & Win 2003server), Configuring MS Outlook and its
troubleshooting, Configuration & management of DNS, DHCP & Active Directory Installation.
PERSONAL DETAILS
Date of Birth:
Languages known:

Savanna
Sanford
97312 Skiles Ports
Dallas
TX
97312 Skiles Ports
Dallas
TX
Phone
+1 (555) 246 9928
Experience
IT Technical Support Engineer
Houston, TX
IT Technical Support Engineer
12/2014 – present
 Working between the hours of 08:00 – 18:00 Monday to Friday with the potential to provide some out of hours support to the Central
Service Desk
 To provide Service Request and IMAC (Install, Move, Add and Change) services for requests logged in ServiceNow
 To provide effective communication for all types of incident and request ensuring that the users are kept informed of progress at all times
 To act as the on-site contact for all IT related incidents logged in ServiceNow, delivering high quality support across all key applications,
networks and desktops/laptops
 Participates in maintaining licensing information for all corporate desktop applications and operating systems using established process
 To be proactive in the avoidance of repetitive incidents through publishing “how to’s” and “tips” to users on a regular basis and ensuring
that the knowledge base in ServiceNow is kept up to date at all times
 Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all
unusual events, circumstances, missing items, or alleged theft
IT Technical Support Analyst
San Francisco, CA
IT Technical Support Analyst
11/2011 – 09/2014
 Providing daily assistance for Head Office and Warehouse for PC builds and software support
 Provide support to the service desk team on network and infrastructure issues
 Provides technical support to internal employees for all BCD Travel provided software
 Assist with the build, delivery and support of the desktop, mobile, infrastructure and application management that underpins the group
technology estate
 Develop, test and maintain documented systems procedures/work instructions – train end users
 Identity and access management for all existing and new practitioners
 Time Management
IT Technical Support
Detroit, MI
IT Technical Support
12/2006 – 10/2011
 Engineering process knowledge a plus
 Document actions and resolutions within helpdesk ticket
 Maintain effective communication with company leaders, resort leaders, resort cast members, technical support teams, vendors,
manufacturers and service providers
 Identifies, investigates and researches user questions and problems as well as recognizing, researching, isolating and resolving problems
 Detail orientation, technical details, following established processes and assisting with the development of new or changes to support
processes
 Respond to incoming tickets using the helpdesk dashboard, email or phone. In many cases, phone support and verbal communication will
be necessary
 Provide ongoing support and communication to other staff members, promoting an empowered, multi-disciplinary team environment
Education
Illinois State University
Bachelor’s Degree in Information Technology
Skills
 Ability to follow-through and react quickly to situations
 Ability to diagnose networks, computers, copiers, and phone systems remotely in an efficient and professional manner
 Detail orientation, technical details, following established processes and assisting with the development of new or changes to support
processes
 Comfortable working on your own or part of a team
 Expert knowledge in the following areas is
 Ability to disconnect all network devices and phone system, transport them and reinstall them at new locations during office relocations
 Ability to troubleshoot network and voice cabling
 Ability to climb ladders and maneuver in attics and/or crawl spaces when necessary
 Ability to install preconfigured PBX phone systems
 Experience in Structured Cable installation for both Voice and Data