Desktop Support Engineer Resume Sample

Location

Poland

Rate

$11 / per hour

Years of experience

About

I am a seasoned IT professional with over eight years of experience in diverse help desk roles and four years in managerial positions. My career has been marked by a strong ability to diagnose and resolve operating system issues, extensive experience with Service-Now, and providing Tier 2 and Tier 3 support to over 1,000 users daily. At Westinghouse Electric Company, I lead a team of 20 IT technicians, ensuring IT services for 250 office users, managing ticket queues, negotiating with vendors, and maintaining SLAs. My role involves generating performance reports, resolving team conflicts, and overseeing projects to support office growth. In my previous roles, I provided technical support across various companies, including SpyroSoft, SolidBrain, and Stefanini. I handled software and hardware troubleshooting, end-user support, and system configuration. As a Team Lead at Stefanini, I managed a team, ensuring precise ticket handling, conflict resolution, and generating performance reports. My earlier experience as a Helpdesk Specialist and IT Technician honed my skills in technical support, software installation, network maintenance, and end-user assistance. My educational background includes a Computer Science Technician diploma from Andrzeja Sredniawskiego College, Poland.

Tech Stack

Support, Remote Desktop Protocol (RDP), Software installation, Windows Remote Assistance

Experience

Team Management and Leadership: Leading a team of 20 IT technicians, including Linux Admins, Windows Admins, Network technicians, and IT Support staff at Westinghouse Electric Company.
Incident and Ticket Management: Managing the team's ticket queue to triage and resolve incidents, perform operational tasks, and ensure SLAs are met.
Technical Support and Troubleshooting: Providing technical support to customers via email, phone, and in-person, analyzing and troubleshooting software and hardware issues across multiple roles.
System and Network Maintenance: Configuring new computer stations, maintaining network connections, and ensuring the stability and performance of IT services and infrastructure.
Vendor Management and Procurement: Negotiating with vendors for new hardware, being the main point of contact for vendors, and managing procurement processes.
Performance Monitoring and Reporting: Generating daily, weekly, and monthly reports on resolved tickets and team performance, and conducting quarterly performance reviews.
Project and Change Management: Leading and overseeing projects related to office growth, system upgrades, and implementing new features, ensuring they are delivered on time and within budget.

Employment history

IT Site Manager, Westinghouse Electric Company, Kraków, Poland May 2021– Present

• Managing the team’s ticket queue, to triage and resolve incidents, and perform operational tasks
• Managing Team of 20 IT technicians composed out of Linux Admins/WindowsAdmins/ Network technicians/IT Support
• Making sure that IT service are available for 250 office users
• Generate daily/weekly/monthly reports of resolved tickets
• Resolving conflicts in team
• Performing quarterly performance review
• Be responsible for negotiating the best price with vendors for new hardware
• Performing interviews to fill the headcount
• Making sure that SLAs are meet
• Be main point of contact for vendors
• Making sure that all project related to growth of the office are taking care of and delivered on time

IT Support Technician, SpyroSoft, Kraków, Poland November 2020 – March 2021

• Provide technical support to customers via email over the phone and hands on
• Analyze and troubleshoot software and hardware issues
• Assisted end users in troubleshooting and resolving IT issues
• Configuring new computer stations, for new hired users.
• Maintaining network connection between buildings.
• Config Proofpoint server and release blocked emails

Desktop Support Technician, SolidBrain, Kraków, Poland July 2019 – November 2020

Team Lead back-up, Stefanini sp.z.o.o, Krakow, Poland September 2017 – April 2019

• Be responsible for managing 10+ employee team
• Be sure that all SLA’s are meet
• Resolve conflicts
• Be responsible for precise and correct handling of the tickets
• Generating daily, weekly, monthly reports for ticketing system
• Keep track of vacations sick leave shift allocations
• Taking part in recruiting process

Desktop Support Technician, Stefanini sp.z.o.o, Krakow, Poland September 2017 – April 2019

• Provide technical support to customers via email through ticketing system and hands on
• Analyze and troubleshoot software and hardware issues
• Ensured precise handling of service requests by any Desktop Support team member
• Assisted end users in troubleshooting and resolving IT issues
• Provide necessary hardware for new employees
• Be responsible for desktop support team, and manage responsibilities as well monitor daily work status
• Make sure that services are running stable and that SLA’s are meet if there is any issue

Helpdesk Specialist, Hoya-Vision Care, Mississauga, Canada January 2017 - September 2017

• Provide technical support to customers via telephone, email through tickets and hands on
• Analyze and troubleshoot software and hardware issues
• Installed operating system, software, antiviruses and patches
• Ensured precise handling of service requests

IT Technician, SmartMetrics, Mississauga, Canada October 2016 - January 2017

• Configuring new computer stations, for new hired users.
• Maintaining network connection between buildings.
• Installing and configuring operating system, and software.
• Troubleshooting hardware and software.
• Installing new hardware components.
• Assist end users in IT related issues.

Helpdesk Agent, Oculus VR September 2015 – September 2016

• Provide technical support to customers via telephone, email through tickets and hands on
• Analyze and troubleshoot software and hardware issues
• Sent tickets to appropriate departments utilizing ticket tracking system
• Installed operating system, software, antiviruses and patches
• Ensured precise handling of service requests
• Assisted end users in troubleshooting and resolving IT issues
• Managing Active Directory company infrastructure

Education history

Andrzeja Sredniawskiego College, Myslenice, Poland September 2009 – June 2013 Specialized in Computer Science studies, graduated with Computer Science technician diploma.

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