From: Nicola Smith

HR Manager
Segma Int.
116 S. Fairfax AVE.
Los Angeles, CV 90036
(323)937-3931

To: Mr. Flori Rothenberg

86 Heathrow Avenue
Phillipsburg, NJ 45502
Date: June 15, 2014

Dear Mr. Flori:

We are pleased to confirm you have been selected to work for SEGMA Int. As Desktop Support
Engineer.
JOB DUTIES [Are To]:
Provide end user support working on the internal trading floor local exchanges
Build, configure plus upgrade workstations, laptops mobile devices

Troubleshoot, maintain upgrade desktop managed servers

Manage as well as execute user desk moves, adds changes

User provisioning user accounts, mobile devices, vpn, directory permissions

Automate repetitive system administration tasks

Evaluate as well as recommend new hardware software technologies or solutions

Documentation of support processes

CONTRACT INCLUDES:
A) Reporting: You will report to (Supervisor Job Title And Name)
B) Basic Salary: The offered Desktop Support Engineer Position is at a (salary/wage)... of
(salary/rate per hour) per (period in year/month/ week or hour).
C) Work Hours: Your working hours will start from 09:00 AM Till 17:00 PM
D) Vacations: Your Vacation is 2 days per week
E) Compensations and Benefits: Your Position Compensations and Benefits are: (Group
Insurance, Dental Care, Health care, and Transportation)
We are delighted to send you this offer to be approved and signed from you in order to start the
job from (June 26, 2014)
We look forward to join our company in order to work with you
Sincerely,
Nicola Smith

Reference:

Date:
Dear, (Name of the Applicant)
Address: (The applicant's address)
We are pleased to welcome you to (name of the company) as a (designation of the candidate).
We are eager to have you work with us on such an important assessment. We see your skills as a
value addition to our company and our clients. You would be appointed as a (designation) and
your date of joining would be (mention the date).
Remuneration
Your annual Cost to Company would be US$ xxx,xxx, details of which are mentioned on a
separate page enclosed with the letter.
Probation
You would be on a probation for (mention the number of months). Depending on your
performance during the aforesaid period, the probation period is liable to be extended by another
(mention month). Your job may be terminated during the probation period with a notice of seven
days by either party without giving any reasons. At the end of the probation period your services
would be confirmed and you would be informed in writing on the same.
Place of Work
Your current location would be at (mention the location in which the employee is posted).
However, you may be transferred/posted in any of the company branch offices or project
locations in the country or abroad, at the discretion of the company.
Leave
As and when you are confirmed as an employee of the company, you would be eligible for the
leave as per the rules applicable in the company.
During your stint with the company, you are duty-bound to commit your time completely to the
work of the company. Moreover, you would not take up any other assignment, whether full-time,
part-time or honorary, or in cash or in kind, without prior intimation and written approval from
the company.
Please return a signed copy of this letter, which would signify your acceptance.
Once again we welcome you to (company name) and look forward to have a fruitful association
with you.
With Best Wishes,
For (Name of the company),

(Signature of the Personnel Manager)

Name of the Person,
(His/Her Designation)
Read more at Buzzle: http://www.buzzle.com/articles/appointment-letter-format.html

Desktop support engineer CV samples - desktop support

engineer CV formats and templates
Name:
E-mail:
Phone:
Result-Oriented person with 6 year experience as Desktop & Network support
Engineer who believes in Productivity and Quality.
Objective
To work in the area of System and Network administration, explore my hidden
strengths and participating in the growth of the organization.
Professional Qualification
-Microsoft Certified Professional (MCP) in 2010.
-Diploma in Computer Hardware and Networking from ABC, New Delhi.
Educational Qualification
-Graduation from University of Delhi
-12th passed from C.B.S.E Board Delhi
-10th passed from H.P.B.S.E Board (H.P)
Experience
Presently I am working with ABCTechnologies India Pvt. Ltd at Gurgaon as a Senior
Desktop Support and Network Support Engineer.
Job Profile: Provide L1, L2 support, Remote support, coordination with user and
Junior Engineer.
-Provide remote support to different locations (US, Bangalore and Chennai). Create

and manage new users, email IDs etc, and resolve related problems.
-Provide Software, Hardware, Network Support and Operating System support to all
locations.
-Internet access for the LAN through Proxy setting.
-Responsible for all internet related security.
-Configuring Microsoft outlook for user and troubleshooting Mail Problem.
-Whole sole responsible for all kind of troubleshooting in internal software CBiz One /
Cbiz India.
3 years worked experience as a Desktop and Network Support Engineer.
With XYZ Pvt. Ltd. as a Sr. Desktop & Network Support - from Feb, 2006 to Feb,
2010.
Job Profile: Providing technical support to ABC Ltd for the all the users (production
line users, software development team) and other applications for online data
access.
Responsibilities
-Provide L1, L2 support, Remote support, making MIS, coordination with user and
Junior Engineer.
-Provide Software, Hardware and Network Support, as well as Operating System
loads and organizational.
-Troubleshooting virus related problem and installing Antivirus.
-Installing and troubleshooting operating system (win98, Win XP, Win 2000, Win
2003 and Win Vista.
-Provide Support in Resolving Networks Problem and troubleshooting of LAN
Connectivity issues.
-Internet access for the LAN through Proxy setting.
-Configuring Microsoft outlook for user and troubleshooting Mail Problem.
-Performing troubleshooting on assigned ticket and resolve the problem within SLA.
-Installation Configuration of Print devices (Network printers like, hp LaserJet 2200,
hp LaserJet 2300, hp LaserJet 2420, hp LaserJet 4250, hp LaserJet 5000, hp LaserJet
5100 and local
printers) on desktops.
Installation & troubleshooting of different client applications softwares i.e.
Barcode application, Ramco application, Savior application etc over windows
XP/2000 platform.
-Worked as a Desktop & Network Support Engineer with Vision Computer in Nehru
place (from Jan., 2003 to Nov., 2004)
-Worked as a Desktop & Network Support Engineer with A-one Computer in Sant
Nagar (from Dec., 2004 to Jan., 2006)

Application Skills
-Implementing MS outlook Backup and restore of mail message, mail address book,
recover corrupted mail and completely troubleshooting.
-Configuration of Ramco application and reestablish the ODBC connection with SQL
server.
Personal Profile
Date Of Birth:
Languages Known:
Address:

RE: Desktop support engineer CV samples - desktop support engineer CV formats

Desktop support engineer CV samples 10-17-2012 08:50 AM
Name:
Phone:
E-mail:
Microsoft Certification Exams Period of completion
-Installing, Configuring, and Administering Microsoft Windows XP Professional
-Designing Security for Microsoft Windows Server 2003 Network
-Implementing and Managing Microsoft Exchange Server 2003
-Planning and Maintaining Microsoft Windows Server 2003 Network Infrastructure
-Implementing, Managing, and Maintaining Microsoft Windows Server 2003 Network
Infrastructure
-Planning, Implementing, and Maintaining Microsoft Windows Server 2003 Active Directory
Infrastructure
-Managing and Maintaining Microsoft Windows Server 2003 Environment
Experience
1. Currently employed as Customer Support Engineer With ABC Consultant(Redington) since
August 2011
2. Employed as Resident Engineer with XYZ Ltd. ) December 2007 to May 2011
Work Responsibilities in Redington India Pvt Ltd
Deputed for SIFY as a Resident Engineer of ABC Consultancy, as Associate of (RedingtonIndia
Pvt Ltd) handling of Desktops, Servers Network Level 1
Job Responsibilities included:

1. Handling of issues related to Desktops and Laptops both Application and hardware support
2. Handling of Blade and Rackservers with Level 1 support(Model Hp dl380G4 & G5 Hpbl20p
Blade)
3. Taking care of Tc Room(Network Room) L1 support for patch changing both Telephone
Extensions and Lan Connectivity
Work Responsibilitiesat XYZComputers
Deputed for SIFY as a Resident Engineer of XYZ Computers, , handling of more than 200
Desktop Branded PCs (IBM,HP,HCL,DELL and TOSHIBA Laptops)
Job Responsibilities included:
1 Handling of all Brand Hardware & Software related Issues of Desktops
2 Installing of Operations System Win98,win2000,winxp,win2003,winvista&winseven
3 Installing of applications like MS Office 2000,2002,2003,2007 Adobe Products
4 Photoshop,Dreamweaver,reader,writer
5 Installing of leading corporate Antivirus like Symantec,Mcafee
6 Installing & configuring IP to Desktop,Laptops
7 Installing & Configuring such as VPN,DIAL-UP&BROADBAND NETWORKING
8 Installing & Configuring Mails Clients such as POP3,IMAP
9 In Outlook Express,WindowsMail,Outlook of the following Versions such as
10 Outlook 2000,2002,2003&2007&ThunderBird.
11 Troubleshooting of All Branded & Assembled Desktops.
12 Troubleshooting of Laptops both Softwares & Hardware in Basic Level.
13 Troubleshooting of Rack Servers like HP,DELL&IBM in hardware level in Basic L1
14 Installing & Configuring local Printers & Network Printers
15 Changing ports for LAN in Switch
16 Changing ports for Telephone Line in Patch panel
Deputed for Reserve Bank Staff College as a Resident Engineer of XYZ Computers, an
Associate of WIPRO, with independent charge of more than 150 Desktop Branded PCs (Wipro,
IBM, Acer,
HP, HCL, Dell and IBM Laptops)
Job Responsibilities included :
1 Handling of all Hardware related Issues of Desktops like Installing and troubleshooting of
Hardware Components & Accessories.
2 Installing of the Following operating Systems Win98, Win2000, Winxp & Win2003
3 Installation of MS Office all versions 2000, Office xp, Office 2003 & office 2007
4 Installation of Antivirus like Symantec(or) Norton, Mcafee, Avg, Avast, Bitdefender &
Kaspersky & updating the Antivirus
5 Internet Configuration such as Dialup Connection, broadband

6 Troubleshooting of Windows Operating Systems

7 Configuring of Outlook Express, MS Outlook, such as Pop3, MS Exchange & Troubleshooing
of Outlook
8 Installing Active Directory Creating Users.
Technical Qualifications
S.No Degree
1 D.A.E.(Diploma in Automobile Engineering )
2 D.M.E.(Diploma in Mechanical Engineering )
3 MCSE(Microsoft Certified System Engineer)
Personal Details:
Date Of Birth:
Languages Known:
Address:
RE: Desktop support engineer CV samples - desktop support engineer CV formats
Desktop support engineer CV samples 10-17-2012 08:50 AM
Name:
E-mail:
Phone:
Objective
An intermediate position for a suitable job where my knowledge and experience can be put to
maximum utilization for the growth of the company.
Career Summary
Having 7 years of Experience into the field of Information-Technology.
Educational Qualification
-Graduate in Commerce stream from Delhi University.
-Passed Senior Secondary Examination (12th) from C.B.S.E.
-Passed Matriculation Examination (10th) from C.B.S.E.
Professional Qualification
-Advance Diploma in Computer Hardware & Networking (ADCHN) From MIIT.
-Pursuing MCITP (Microsoft Certified IT Professional) From New Horizon.
Professional Skills

-Configuring & Troubleshooting of Mail Clients MS Outlook 2000/2003/2007/2010.

-Machine Exposure Dell, IBM, Lenovo, Compaq, HP.
-Installation and Configuration of LaserJet, Color jet & All in one Printer.
-Working Knowledge of Microsoft Word, Microsoft Excel, Microsoft PowerPoint.
- Installation, Upgradation, Troubleshooting of Win2000/WinXP/Vista/Windows 7.
- Installation & Troubleshooting of Windows server 2003 & 2008.
-Working with ABC Computers Pvt Ltd. As a Customer Support Engineer. NOV 2004 Till
Date.
Job Profile
-Assembling of computer, Installation of Operating Systems and other software.
-Troubleshooting of Hardware, Operating System and Network.
-Installation, maintenance of other computer peripherals such as Network printers, modems, CD
Rom and Writers.
-Configuration & Installation of Network Printers.
-Installation, Maintenance and Troubleshooting of Windows XP & Windows Vista,Windows7.
-Configuring & Troubleshooting of Mail Clients MS Outlook 2003/2007/2010.
-Looking after and maintenance of hardware of various brands including Compaq, HP, Dell and
IBM..
-Installing and configuring network operating system, hardware devices and drivers.
-Installation of all kind of Software for support of User.
-Installation of Windows Windows XP, Windows-Vista, Windows-7,Windows server2003-2008.
-Creating & managing users profile.
-Connecting & Configuring PCs for use on LAN.
-Used to rectify the Hardware/Software/LAN issues for end users.
-Repairing of corrupt user mails in MS Outlook.
-Installation of all kind of Software.
-Maintaining Client and Server Relationship.
-Handling one individual premise of around 550 computer systems network and solve the
problem retailed to Networking, H/w & S/w.
-Installation and troubleshooting of Laptops, Desktop problems. (IBM, HP, DELL, HCL).
-Maintenance of local area network.
Key skills
-Travelling.
-Building relationships.
Personal Details
Date Of Birth:
Languages Known:
Address:

o
o

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Desktop Support Engineer Resume Sample

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The following example of a desktop support engineer resume format is free and can be copied,
edited and used according to your profile.
Job Description:
Desktop support engineers help company staff use their desktop computers, in terms of both
software and hardware alike. Besides addressing and resolving sudden specific problems, they
may run regular tests and monitor computer systems to prevent problems from occurring.

Desktop Support Engineer Resume Example

.
Full Name
[Street, City, State, Zip] | [Phone] [Email Address]

DESKTOP SUPPORT ENGINEER

Career Profile
Technical support professional offering extensive experience and thorough
knowledge of different operating systems, hardware, desktop peripherals, IT
network systems and firewalls.
Over eight years experience as a desktop support engineer for two
organizations.

Functional Skill Areas and Key Strengths

Windows Server 2003/2008 | Windows OS | OS X | SQL server | Linux | MS Office

IT Network component Switches and Routers

Ability to work without supervision and to take initiative.

Customer service oriented Good communication skills used to support
various technical issues and desktop operation queries.

Efficient problem solving and multi-tasking abilities.

Objective - Serve as first-level contact for general desktop related issues and as the higher
level for other IT network problems.
Professional Experience

TAP Software Technologies

Desktop Support Engineer

Folsom, CA

2004 Present

Main Technical Support Functions:

Provided technical support, including identifying problem incidents with their

subsequent resolutions.
Assisted company personnel with desktop operation, including both hardware
and software Provided employee training and instructions (through
presentations) regarding basic operation of software and hardware, technical
support and quality standards.

Supervised and performed installation of new IT network equipment and

system software.

Administered creation of IT accounts and computer systems and offered

support.

Updated management on a regular basis through reports and presentations

and via email,.

Maintenance & Testing Activities:

Maintained company peripheral network devices regularly, including printers

and scanners.
Tested the IT networking systems, monitored the performance of network
servers and maintained firms computer systems.

Ensured functionality of desktop systems throughout departments through

frequent evaluations and routine maintenance.

Planned and executed routine repairs and system upgrades.

Made use of helpdesk systems to prioritize work-load and update queries and
calls.

Documented and maintained supply of all required inventory.

Education & Qualifications

Bachelors degree in Computer Science or Computer Applications
Diploma in IT or Computer Science

CV for System Support Engineer - sample CV

Nitin 11-17-2011 04:36 AM
CV for System Support Engineer - Here's a CV for System Support Engineer - Profile Summary,
Professional Experience, Technical Skills, Educational Qualification etc.
RE: CV for System Support Engineer - sample CV
Nitin 11-17-2011 05:49 AM
Name:XXXXXXXXXx
Phone: XXXXXXXXXXXXX
E-mail: XXXXXXXXXXXXXX@gmail.com
OBJECTIVE
Seeking a challenging position, which will permit me to use and enhance my skills in a
progressive and dynamic organization
CAREER EXPERIENCES
-System Support Engineer Currently working
-Internal Laptop Support Specialist
-Presently working in HP as Laptop Service & Support Engineering.
-Hands on experience of HP Desktop and Laptops issues with hardware and OS related problems
-Diagnosing and troubleshooting Laptop and desktop issues.
-Hardware installation, testing, cleaning, troubleshooting, repair and maintenance
Internal Desktop Support Specialist
-Provided functional and technical support, troubleshooting and diagnosing hardware and
software problems, including desktop, laptop, LAN, and remote systems.
-Deploy and configuring PCs, Workstations and Laptops.
-Maintenance, Troubleshooting of Desktop Pcs, Laptops,
-Operating System Installation of Windows XP/VISTA and Windows 7
-Installation and Raid configuration of Windows server 2003 and 2008.
-Imaging PCs, Workstation and Laptop using Symantec Ghost & Acronics tool.
-Explains the exact cause of problem and provided solutions to it.
-Responsible for responding to customer calls on hardware issues
Responsibilities

-Implementing and configuring the corporate LAN environment.

-Hardware and Microsoft support for the Client machines.
-Installation and configuration of network Printers.
-Outlook configurations and support.
System Support Engineer
XXXXXX COMPUTERS, Kerala, April 2006 - March 2008)
Responsibilities
-Trouble shooting and repairing of Desktops and Laptops.
-Installation of windows 2003, Configuring DNS, DHCP and Active directory.
-Outlook configurations and support.
ACADEMIC QUALIFICATION:
-Master in Computer Science - XXXXXXX University 2008
-Bachelor Degree in Chemistry - XXXXXX University 2005
PROFESSIONAL CERTIFICATIONS:
-Microsoft Certified System Administrator
-Cisco Certified Network Associate
KEY SKILLS:
-Experience with Windows XP / VISTA / Windows 7.
-Experience with MS Office Packaged and Mail Clients.
-Good Idea about Active directory, DNS and DHCP.
-Good communication skills.
-Well experienced in corporate desktop support environment.
TECHNICAL SKILLS:
-E-Mail Client Configuration & Support (Microsoft Outlook and Outlook express)
-Windows 7, Vista and XP professional Client Operating Systems.
-Proficient with Microsoft Office Packages.
-Knowledge over LAN technologies like VLANS, VTP, Inter VLAN Routing, VLAN Trunking
(IEEE 802.1Q and ISL).
-Knowledge on Gateway Redundancy protocols like HSRP,VRRP & GLBP
-Enhanced Security Features like DHCP snooping, Port Security
-Sound knowledge on IP addressing schemes
-Very good knowledge of OSI Layers

PERSONAL DETAILS:
Date of birth : XXXXXX
Nationality : XXXXXXXX
Religion : XXXXXXXXXx
Marital Status : XXXXXXXX
Languages Known : XXXXXXXX
Passport Details : XXXXXXX
Visa Status : XXXXXX
RE: CV for System Support Engineer - sample CV
Career 11-21-2011 01:48 AM
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CV for System administrator
CV for System administrator 12-30-2011 01:39 AM
O B J E C T I V E:
In quest of a challenging position in the organization, this would give me the opportunity to
utilize my academic knowledge and technical skills for development of professional/personal
goals & organizational objectives.
E D U C AT I O N ALB AC K G R O U N D :
-M.Tech in Networking And Telecommunications(2009-2011) from XXXXXXXXX, Pune
-B. Tech. in Electrical and Electronics Engineering (2009) from XXXXXXXX, AP with 80%.
-Intermediate from XXXXXXXXX, Vishakapatnam affiliated to Board of Intermediate
Education, A.P with 66%.
-10th from XXXXXXXXXX, affiliated to Board of Secondary Education, A.P, with 82%.

C E R T I F I C A T I O N S:
-Certified in CCNA With sore of 790
T E C H N I C A L S K I L L S:
Networking Protocols
Working knowledge with Routing Protocols- RIPv1/v2,OSPF,VRRP,IP addressing and
Subneting,Good understanding of OSI models,TCP/IP Stack,TCP/IP Protocol
suit(ICMP,ARP,TCP,UDP),Bridging and Switching.
Tools and Simulation Software - Wire-Shark, OPNET.
Languages - Perl(Basics)
Operating Systems - Windows, Linux
Multimedia - SIP, H.323,Voip
Servers - Squid, DHCP, DNS, Mail Server
Network Security and Management - SNMPv1 and v2, Access-list, VPN, IPSec
Storage Technologies - SAN, NAS, DAS, RAID
P R O J E C T S:
Project Title - Implementation of OFDMA in Physical Layer
Duration - Project during PG
Description - This thesis presents an advanced system for the next generation wireless
communications. The proposed system is called OFDMA combined with STC. The system is
based on OFDM, which is able to deliver high data rates in highly dispersive channels and is
thereby considered as a good candidate of modulation techniques for 4G. The STC schemes are
used to provide the system with frequency and spatial diversity, therefore significantly
improving system performance.
Project Title - Fault Calculations and protective relay settings in electrical network for Captive
power Station
Duration - Project during B. Tech.
Description - The project revolves with the calculation of fault levels. Protective system mainly
consists of relays, circuit breakers and instrument transformers. The purpose of protective relays
and protective relaying is to operate the correct circuit breakers so as to disconnect only the

faulty equipment from the system.

If the appropriate relay fails to operate the successive relay must act, for this we need to
coordinate all the relays present in the system
C O C U R R I C U L A R A C T I V I T I E S:
-Active member of LEE(league of electrical engineer Group)
-Member IEEE student chapter PUNE .
-Participated in wireless Workshop at pune sponsored by pune subsection of IEEE
P E R S O N A L I N F O R M A T I O N:
Date of Birth - XXXXXXX
HOBBIES - Playing volley ball, cricket & surfing net.
Present Address - XXXXXXX
Languages - English, Telugu, Hindi

Edgar Whitney
123 Main Street, San Francisco, CA 94122
Home : 000-000-0000 Cell: 000-000-0000
email@example.com
Professional Summary
Skilled and focused Desktop Support Engineer with a strong commitment to system security and
efficiency. Able to handle multiple simultaneous end user service requests with complete
accuracy. Adept at working well independently or with s tech support team.
Core Qualifications
Strong desktop system internal support experience
Extensive proficiency with computer software, hardware and associated operating
systems

Outstanding grasp of Windows XP, Linux and GHOST imaging

Excellent knowledge of HTTP, SMTP, SNMP, DNS, DHCP and exchange

Exceptional familiarity with networked and computer based systems

Superior troubleshooting abilities for desktop operating systems and software

Good skills in utilizing call tracking software

Experience
June 2010 to Present DryCom Technological Services, Albany, NY Desktop Support Engineer
Installed and checked hardware and software applications.

Assisted end users in utilizing new and existing technology options.

Managed all laptops, desktops and printers across a variety of company departments.

Created second line support team manual and maintained support SOPs.

Assisted with training events and equipment breakdown response.

Resolved all documents problems in coordination with remedy and help desk teams.

June 2006 to May 2010 Knudsen Consulting, Inc., New York, NY Desktop Support Engineer
Responded to telephone, email and helpdesk second line support requests.
Resolved all problems and questions in a timely manner.

Resolved application issues in coordination with dealers.

Installed and patch updated hardware and software.

Ensured maintenance of system data security.

Provided end user training on various programs and procedures.

Education
2006 State University of New York, Binghamton, NY Bachelor's Degree in Computer Science
OBJECTIVE
To obtain a position of Desktop Support Engineer with Atech where I can utilize my software,
hardware and troubleshooting experience in order to provide the company with a solid support
system.
SUMMARY OF QUALIFICATIONS
Over six years of extensive technical experience in IT industry
Highly skilled in providing support and monitoring a businesss core IT resources
CCNA, MCSE and A+ Certified
In depth knowledge of providing troubleshooting services for both software and hardware
issues
Able to develop and maintain system and security documentation
Track record of collaboration with co-workers to achieve maximum efficiency and full system
functionality
Proficient in driving improvements in technology and relates procedures
RELEVANT SKILLS
Good knowledge of MS Office products
Exceptional knowledge of basic networking protocols
Excellent knowledge of registries, permissions and drivers
Skilled in working with Apple products
Good communication skills
Strong ability to use popular scripts

ACCOMPLISHMENTS
Successfully designed and implemented an auto response system software for the companys
tickets which brought about much stability in technician response time
Reduced losses to the company brought about by frequent network issues by implementing a
fully operational backup system
EXPERIENCE
Feb 2010 Present
ATP Inc. Asheville, NC 77262
Support Engineer
Install and upgrade hardware and software components
Develop and document technical processes
Provide technical solutions and troubleshooting services on need basis
Ensure proper working order of all terminals and servers at all times
Provide support to remote users
Administrate MS Active Directory accounts and groups
May 2006 Feb 2010
Preferred Systems Solutions Springfield, VA
Network Technician
Assisted the clients with technical issues, troubleshooting, installation and configuration
Installed, changed and removed hardware in various desktop and service hub configurations
Interacted with users in to support software and hardware transitions
EDUCATION
BS in Computer Science | CGPA 3.5 / 4.00
Asheville City University 2009
OBJECTIVE: Seeking a position as a Desktop Support Specialist at the University of
Alexandria where excellent hardware and software skills can be fully utilized to maximize the
end user satisfaction.
SUMMARY OF QUALIFICATIONS
3+ years of extensive experience in supporting computers and networks
A+, MCSE and CCNA Certified
Highly skilled in troubleshooting hardware, software, LAN, WAN and operating system issues
In-depth knowledge of branded and non-branded PCs, laser printers, laptops, and peripherals
and bar-code scanners
Hands-on experience in hardware repairs such as video cards, motherboards, and hard drives in
addition to a number of software programs
DESKTOP SUPPORT SKILLS
Demonstrated ability to provide user support by means of remote access tools
Proven skills in Windows 7, Microsoft Office 2007/2010 and Antivirus software
Able to configure and use Microsoft Enterprise, Active Directory and IBM Lotus Notes
Documented success in responding all inquiries and tickets in a timely manner

SELECTED ACCOMPLISHMENTS
Reorganized help desk procedures, shortening response time from 30 to 15 minutes
Designed and implemented a new network strategy
Trained and coordinated activities of 5 help desk personnel, whose efforts resulted in good user
experience

PROFESSIONAL EXPERIENCE
L-3 Communications Alexandria, VA | Dec 2010 Present
PC/Desktop Support Specialist
Provide support to end users relating to hardware and software, computer applications, LAN
components and peripherals
Carry out on-site analysis, identification, and resolution of difficult desktop problems for end
users
Supervise complaint ticketing system and follow timely resolution of all work orders
Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated
hardware and software
Recommend and apply solutions, including on-site repair for remote users
MedCentral Health System Mansfield, OH | Sep 2008 Dec 2010
Help Desk Technician
Provided end-user technological support for computer and LAN related issues
Setup, deployed, and maintained of end-user machines
Assisted in discovery, research and resolution of technical issues.
Monitored and responded phone and e-mail requests for technical support
Maintained Help Desk specific applications and assisted in refining procedures

EDUCATION
BSc. in Computer Science CGPA 3.45
University of Alexandria, Alexandria, VA 2008
INTERPERSONAL SKILLS
Excellent communication and relationship-building skills
Ability to communicate effectively with at all levels of employees and management
Exceptional customer service skills