James Melvin
Bensalem
Summary
Senior desktop support specialist with expertise in hardware troubleshooting and advanced diagnostics. Demonstrated success in improving IT collaboration and enhancing customer communication. Proficient in documenting support procedures to streamline operations.
Overview
24
24
years of professional experience
Work History
Senior Desktop Support Specialist
ORACAL America, Inc
PHILADELPHIA
01.2018 - Current
- Provided technical support for desktop systems and software applications.
- Diagnosed and resolved hardware and software issues for end-users.
- Installed and configured operating systems and software packages.
- Collaborated with IT teams to implement system upgrades, enhancing overall system functionality.
- Trained staff on new technologies and software tools effectively.
- Maintained accurate inventory of desktop hardware and software licenses to ensure compliance and availability.
- Documented support procedures and user guides for future reference.
- Worked closely with IT team members to provide timely resolutions to customer queries.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Maintained positive working relationship with fellow staff and management.
- Designed and customized implementations to provide system integrity and security.
- Provided technical support and consulting services to optimize system performance and reliability.
- Handled maintenance tasks to promote improved network availability.
- Performed daily maintenance of computer systems to keep network processes fluid.
- Researched and maintained IT project and service documentation to assist future problem resolution.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
- Deployed patches to ensure that the latest versions of operating systems are running on all machines.
- Provided onsite support for complex technical issues.
- Supported the installation of applications based on user requirements.
- Installed and configured operating systems such as Windows 7, 8, 10.
- Monitored system performance and ensured optimal functioning of desktops, laptops and other peripherals.
- Participated in IT projects such as migrations from one platform to another.
- Conducted regular maintenance checks to ensure that all machines are up-to-date with security patches.
- Performed troubleshooting to diagnose and resolve technical issues with desktops, laptops, printers and other peripherals.
- Configured and deployed new desktop computers, laptops, printers, scanners and other peripherals.
- Coordinated with vendors for procurement of hardware components as required.
- Interfaced with external service providers for resolution of escalated tickets.
Senior Desktop Support Technician
Einstein Hospital
PHILADELPHIA
04.2002 - 01.2018
- Provided technical support for end-users across hospital departments.
- Provided technical support for Windows, Mac OS, and Linux operating systems.
- Diagnosed hardware and software issues on desktop systems and peripherals.
- Installed and configured operating systems and essential applications for users.
- Configured and troubleshot printers, scanners, and other peripherals.
- Collaborated with IT teams to improve network performance and strengthen security measures.
- Implemented best practices for data backup and recovery procedures regularly.
- Conducted training sessions for staff to facilitate adoption of new software and technology tools.
- Documented support processes and created user guides to streamline troubleshooting resources.
- Developed and maintained documentation related to desktop support procedures.
- Maintained asset database containing information about all installed hardware and software items.
Education
Bachelor of Computing -
Cittone Institute
Philadelphia, PA10-2002
Skills
- Technical support expertise
- Expert technical support
- Hardware troubleshooting
- Advanced troubleshooting
- Incident management
- Remote desktop support
- User support
- Remote assistance
- Technical documentation
- Software installation
- System configuration
- Network maintenance
- Hardware diagnostics
- IT security protocols
- Operating system expertise
- New system deployment
- Troubleshooting & diagnostics
- Desktop workstation repair
- Printer and peripheral support
- Ticketing system proficiency
- IT security best practices
- Virus and malware removal
- Hardware and software configuration
- Desktop diagnostics
- User assistance
- Hardware and software repair
- Component replacement
- Network connectivity
- Remote desktop management
- Service desk management
- Support services
- IT collaboration
- Vendor relations
- Time management
- Problem solving
- Decision-making
- Attention to detail
- Teamwork
- Team building
- Interpersonal skills
- Professional demeanor
- Remote support
- Hardware and software configuration
- Professional demeanor
- Root-cause analysis
- Network connectivity
- Remote support
Timeline
Senior Desktop Support Specialist
ORACAL America, Inc
01.2018 - Current
Senior Desktop Support Technician
Einstein Hospital
04.2002 - 01.2018
Bachelor of Computing -
Cittone Institute