A Desktop Support Lead is a senior-level IT support person who lends support and guidance to the desktop support team. The job description entails providing assistance to the end-users and helping them with technical issues. A professional Desktop Support Lead Resume mentions the following core duties and responsibilities – assigning tasks, consulting with clients, testing network issues, upgrading software, maintaining computer peripheral devices, and hiring new staff. Other duties include the following – providing desk-side support for desktop and laptop computers; installing windows OS; testing and implementing the project of LANDesk Management Suite; and solving issues involving UNIX, Mac, and Windows.
The ideal candidate for this post should demonstrate throughout the resume the following skills and expertise- technical skills, communication abilities, customer service orientation, attention to detail; and problem-solving skills. Strong knowledge of handling common issues relating to hardware, software, and networking is an asset. Successful resumes highlight a degree in a relevant engineering discipline.
Summary : More than ten years of exceptional Desktop Support Lead experience with over 5 years of management experience in IT service industry. Proven ability to manage and lead a team in highly effective manner towards the goal. Thorough understanding of how help desk operations work, the flow of information from one level to another.
Skills : Citrix VDI, Citrix Desktop Director.
Description :
Presently supported one of the Federal clients - FDA (Food and Drug Administration) with active Public Trust Clearance at White Oak Campus, Silver spring MD.
Managerial and Technical Managed and coordinated a team of 15 Desktop technicians supporting 3000+ users.
Served as a point of escalation to Liaison and Server level Support.
Coordinated with IT Asset Management team to keep track of the equipment.
Performed and prepared Quality Performance reports to meet the desired SLA's.
Handled high priory and severity issues in a timely manner.
Imparted training sessions on updated Policies and Procedures (SOP's) to follow.
Experience
10+ Years
Level
Senior
Education
GED
Desktop Support Lead Resume
Summary : A results-oriented Desktop Support Lead professional with over 20 years of experience in the information technology industry and a history of progressively increasing responsibilities and accomplishments. Proven record of defining scope, planning, scheduling, and executing IT projects. Adept at maintaining focus on achieving bottom-line results while formulating and implementing technology solutions to meet a diversity of needs.
Skills : VMWARE (2 years), Windows 8 (3 years), Windows 7.
Description :
Collaborated with system architects, software engineers and IT management to ensure projects meet strategic initiatives.
Managed deployment and support of internal infrastructure system ensuring that periodic tasks are completed by each team member.
Created business processes, best practices, standards, templates and operating procedures to optimize IT project development.
Assigned schedules, coordinate staff and allocate resources to ensure efficiency and productivity are maximized.
Trained staff members on productivity software and proprietary applications.
Analyzed, prepared and documented operational procedures and technical guidelines.
Installed, configured and maintained system software including operating systems, vendor approved and required applications.
Experience
7-10 Years
Level
Management
Education
Associate Of Science
Desktop Support Lead Resume
Headline : Dynamic Desktop Support Lead Professional seeking a challenging opportunity that contributes to the outstanding success of the business via 17 years IT experience from various global industries.
Skills : Microsoft Windows Server 2012, Leadership.
Description :
Managed Desktop Support Team in carrying out daily tasks according to Army Standard.
Installed, configured, and supported MS Office Suite, Adobe, Windows XP Operating System with Army Gold Master Ghost Image.
Provided 2nd and 3rd tier technical desktop support for all PM TIS group approx.
Developed technical documentation for executing Microsoft Exchange email migration for all Product Manager for Transportation Information System (PM TIS) users.
Troubleshoot and resolved all desktop support issues experienced by users who are both local and who have traveled abroad for military TDY duty.
Configurated and troubleshoot of blackberry 8800 device.
Created and edited user accounts and computer accounts in Active Directory.
Experience
5-7 Years
Level
Executive
Education
MS
Desktop Support Lead Resume
Headline : Knowledgeable Desktop Support Lead Professional with experience in Leadership, Customer Service and Technical Knowledge. Skilled in providing Sever and End User Help Desk Support and successfully leading Tier I/II Support Teams. In-depth knowledge or troubleshooting, installations and maintenance, numerous software packages and operating systems. Excellent communication and presentation capabilities. Works particularly well supporting VP level and above End Users.
Skills : Computer Information Systems, Hardware Support, Hardware.
Description :
Supervised and coordinated 3 desktop support personnel.
Provided direct support for Intersections' executive users.
Supported 400 users in 2 locations.
Completed break / fix and refreshed upgrades for all PC, laptop and thin clients.
Built and maintained current XP images for PCs and laptops.
Maintained desktop encryption keys for all company laptops.
Maintained desktop on call schedule rotation.
Experience
5-7 Years
Level
Executive
Education
High School Diploma
Desktop Support Lead Resume
Objective : Achieved a high degree of proficiency in the areas of desktop support, server administration and business management, Utilizing my technical abilities to augment my talent in Audio/Video installation and troubleshooting, Additionally utilizing my music technology certification and IT training to provide professional recording studio management, production, engineering services.
Skills : Microsoft Office, Desktop Support, Networking, Application Support, Hardware.
Description :
Supported, troubleshoot and maintained users on premises and remotely Training, administering, and educating end users on how to use applications and COTS such as, MS Office 2013, Windows 7, Adobe CC Apps, etc Using the Zendesk ETS to proactively monitor problems, tasks and requests across the network.
Administered telecommunications using MiTel phone software and POE phones; creating extensions, mailboxes, fax lines, etc.
Severed management, support and reconciliation across multiple platforms including Server 2003, 2008, 2012 R2, and Azure.
Utilized Active Directory to create and administer accounts, OU's, etc within the domain; Using Exchange and the EMC to manage email across the network.
Administered and configured VPN, and remote access capabilities for users.
Responsible for building, configuring and managing our deployment server for imaging workstations.
Set up equipment for employee use, performing and ensuring proper installation of cables, operating systems, and appropriate software.
Experience
2-5 Years
Level
Executive
Education
Diploma
Desktop Support Lead Resume
Summary : Desktop Support Lead professional with a strong Information Technology Management background. Responsible for up to 30 employees in field support service centers, contact/call centers, desktop support services, and various areas of operations. A self-reliant professional with the proven skills to motivate and develop teams.
Skills : Windows XP, Windows 7, Windows Server 2003, Windows Server 2008, Microsoft Exchange 2007, Microsoft Lync 2010, Microsoft Forefront TMG, Active Directory, DHCP, VPN, Microsoft Office, Hyper-V.
Description :
Managed IT Service Desk for 400+ external and internal users.
Developed and implemented policies and procedure for daily activities, interdepartmental activities.
Responsible for providing daily, weekly and monthly metric reports to Management team, participates in SOX audit, main point of IT support for all training and company meetings.
Managed 4 individuals in the San Diego, CA location and 1 in the Princeton, NJ location Collaborate with IT Management partners to resolve complex issues consistently to meet service and organization level agreements Manages outsourced Help Desk Team Managed and edited objects in Active Directory as needed (permissions, distribution and security groups, and new user accounts).
Installed, upgraded, supported and troubleshoot Windows OS and ISO authorized desktop and iPad applications, hardware, and peripheral equipment.
Coordinated and executed preventative maintenance and remedial repairs on computers, laptops, printers, and peripherals.
Monitored, operated, managed, troubleshoot, and restored service to terminal service clients, PCs, or notebooks with authorized access to network.
Experience
10+ Years
Level
Senior
Education
BS In Business Management
Desktop Support Lead Resume
Summary : As a Desktop Support Lead, responsible for Leading technical projects requiring expertise and creativity in analysis and deployment of technology, Developing and implementing strategic computing plans to solve complex issues involving the integration of various technical systems, Acting as technical lead and/or supervise desktop staff and direct activities; training computing support staff on potential problems and solutions.
Skills : IT, Networking, Desktop.
Description :
Responsible for overseeing the design, development and deployment of Software and Hardware.
Set and edited group polices within SCCM.
Built Parameterized scripts in Powershell Performed Yearly performance reviews and Monthly One on One session's.
Deployed laptops and desktops to staffed.
Troubleshoot all issues on applications and supported integration of tools in the Windows 8 environment.
Reported on and/or developed action plan on KPI as needed Project Management of new hardware distribution of 133 Sales Staff in 12 different cities and at ACADIA's National meeting Develop and utilizes report to assist to in improving customer satisfaction, SLA, and productivity.
Responsible for IT procurement, asset and software management.
Experience
10+ Years
Level
Senior
Education
Associate's
Desktop Support Lead Resume
Summary : Desktop Support Lead with 4 years of experience in Performing extensive investigations into technical issues, and log cases with accurate information to provide a full record of each issue and resolution, Ensuring every interaction is of the highest quality, Additionally, you are a mentor and escalation-point for the front-line Customer Support team for product information and the managing of intended behavior, bug escalations and customer follow up.
Skills : Vendor, Computer Skills, Service Management.
Description :
Direct responsible for all computer workstations throughout The College of Law.
Provided student laptop support: Primary contact and technical support for setting up wireless on student laptops.
Configured student laptops for use at the College; troubleshoot problems; clean off viruses and spam; reinstall operating systems; advise on possible repair options.
Set up and troubleshoot mobile devices for use with building wireless and University email systems.
Installed and maintained antivirus and antimalware software on all college workstations.
Responsible for installation and maintenance of printers and inventory of toner supplies.
Primary lesioned with all computer, printer and service vendors.
Experience
7-10 Years
Level
Management
Education
MS
Desktop Support Lead Resume
Objective : Desktop Support Lead is responsible for Managing requests and act as a liaison with internal stakeholders (Customer Support, Sales, Customer Success, Engineering, Operations, Marketing, Finance), Acting as a sounding board for Technical Support Associates and Customer Support Associates and provide guidance as needed.
Skills : Networking, Windows Servers Cisco Academy CCNA Semester 1, 2, And 3 Lifeguard, CPR, First Aid.
Description :
Responsible for about 40 PCs at Hamilton NJ and 30 PCs at Newburgh NY, to upgrade them for access to the new server.
Did hands on work with laptops and desktop equipment.
Set up the server with a laptop and external hard drive so that headquarters in California could program the new server setup.
Sent the laptop & hard drive back overnight delivery.
Organized and maintained library of all desktop computer software: Microsoft, Macintosh, Adobe, etc.
Provided weekly reporting to IT's vice president.
Supported Windows 2003 and XP Operating systems, Office 2003 and support on various database and project management applications.
Experience
2-5 Years
Level
Executive
Education
Bachelor Of Science
Desktop Support Lead Resume
Summary : Over 15 years' experience in Support, Management and Client Server systems analysis, development, testing, hardware and software installation, maintenance, and upgrade (desktops/laptops), call center, software quality assurance, hands-on application of project management tools and techniques, budget analysis and creating Service Level Definitions.
Skills : Leadership, MS Office.
Description :
Responsible for leading technical support to 3 other desktop support techs on standard operating systems and hardware support.
Troubleshoot, programmed, and repaired handsets and voicemail issues.
Tracked trouble issues by using HP Service to manage tickets and to run metrics.
Deployed, diagnosed and repaired laptops, desktops, printers and all addition peripherals.
Provided meeting support, incorporating the use of video conferencing and WebEx technologies.
Provided consultation regarding purchasing of equipment and service provisions for telephony.
Used Remote Desktop Connection tool to troubleshoot and resolve network server access problems.
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