Senior Desktop Support Engineer Resume Example

Senior Desktop Support Engineer · Aegis Financial Group

Seattle, WA · 2022 - Present

• Led a team of 3 desktop support engineers, reducing average resolution time for executive-level tickets by 25% through proactive troubleshooting and VIP engagement protocols.
• Designed and implemented a new endpoint security baseline across 1,500 workstations, resulting in a 30% decrease in malware incidents and 100% compliance with industry security standards (e.g., FINRA).
• Managed the deployment and integration of specialized trading floor applications for 500+ users, achieving 99.9% uptime during critical market hours and zero reported downtime post-launch.
• Automated software deployment and patching processes using Microsoft Endpoint Manager (Intune), improving patch compliance rates from 85% to 98% for over 2,000 devices.
• Authored comprehensive documentation for complex IT procedures and systems, reducing onboarding time for new support staff by 20% and improving knowledge transfer efficiency.

Desktop Support Engineer · Cascade Tech Solutions

Seattle, WA · 2019 - 2022

• Provided advanced technical support to over 700 end-users daily, resolving 95% of incidents within SLA targets and maintaining a 90%+ positive user satisfaction rating.
• Managed lifecycle of 1,200+ hardware assets, including procurement, deployment, and decommissioning, reducing hardware refresh costs by 15% through optimized resource allocation.
• Contributed to the successful migration of 500+ user profiles and data to a new cloud-based collaboration platform, ensuring zero data loss and minimizing user disruption to less than 1 hour per user.
• Developed and delivered IT training sessions for new employees, increasing baseline IT proficiency by 20% within their first month and reducing common support requests by 10%.

IT Support Specialist · Harbor Point Innovations

Seattle, WA · 2016 - 2019

• Provided first and second-tier support for 250+ employees in a rapid-growth fintech startup, resolving 85% of issues on first contact and reducing escalation rates by 15%.
• Configured and maintained over 300 workstations and mobile devices, contributing to a 99.8% system uptime for critical business operations.
• Assisted in the rollout of a new CRM system, providing hands-on support and training to 150+ sales and support staff, resulting in a 20% faster adoption rate.

Bachelor of Science in Information Technology · University of Washington

Seattle, WA · 2012 - 2016

• Graduated Cum Laude with a GPA of 3.7/4.0
• Relevant Coursework: Network Security, Database Management, Operating Systems, Business Analytics, Project Management
• Capstone Project: Developed a secure, cloud-based data backup and recovery solution for small businesses, achieving 99.9% data integrity in simulations.

Senior Desktop Support Engineer · Quantum Innovations

Seattle, WA · 2023 - Present

• Led a team of 3 junior technicians, reducing average ticket resolution time by 25% through advanced troubleshooting and training initiatives.
• Implemented a new endpoint management system (Intune) for 500+ devices, decreasing software deployment time by 40% and improving security posture.
• Managed and resolved complex hardware and software issues for executive leadership, maintaining a 98% satisfaction rate for critical incidents.
• Developed and documented over 20 standard operating procedures (SOPs), which decreased repeated issues by 15% and streamlined onboarding for new IT staff.

Desktop Support Engineer · Nexus Systems

Seattle, WA · 2020 - 2023

• Provided advanced technical support to over 700 employees, resolving 90% of issues at the first point of contact and escalating complex problems efficiently.
• Administered Windows and macOS environments, including patching, updates, and software installations, reducing critical system vulnerabilities by 30%.
• Configured and maintained VoIP phone systems, minimizing communication downtime by 10% for remote and in-office staff.
• Contributed to a major office relocation project, successfully setting up IT infrastructure for 250 workstations ahead of schedule.

IT Operations Specialist · DataGuard Solutions

Seattle, WA · 2016 - 2020

• Monitored network performance and server health for 100+ critical servers, preventing over 50 potential outages annually through proactive maintenance.
• Managed user accounts, access permissions, and group policies in Active Directory for a user base of 500+, ensuring 100% compliance with security protocols.
• Developed and maintained backup and disaster recovery procedures, reducing potential data loss by 99% in simulated recovery scenarios.
• Automated routine system checks and report generation using PowerShell scripts, saving the IT department approximately 10 hours per week.

Bachelor of Science in Information Technology · University of Washington

Seattle, WA · 2012 - 2016

• Graduated Cum Laude with a GPA of 3.8/4.0.
• Relevant Coursework: Network Security, Database Management Systems, Operating Systems, Advanced Programming Concepts, IT Project Management.
• Completed capstone project on securing enterprise networks, achieving a 95% effectiveness rating against simulated cyber threats.