Desktop Support Technician Resume Victor Boyd Desktop Support Technician (704) 555-6382 victor.boyd@example.com linkedin.com/example/victorboyd Charlotte, NC 28208 STRENGTHS Warehouse troubleshooting Restored RF scanners and Zebra printers during active fulfillment work, and became a reliable contact for shift teams. Ticket ownership Kept ServiceNow work moving from intake through closure; clear notes helped infrastructure partners act faster. Endpoint deployment Prepared and replaced Windows devices with Intune and SCCM/MECM, checking access before users returned to work. Connectivity diagnosis Separated local TCP/IP, VPN, and Wi Fi faults from infrastructure issues, giving escalation teams useful evidence. User communication Explained technical fixes in plain language during busy shifts, and users often returned for practical guidance. SKILLS Desktop Support ServiceNow ITSM Windows 10/11 macOS Microsoft 365 Endpoint Management Active Directory Azure AD TCP/IP VPN Wi Fi RF Scanners Zebra Printers Asset Inventory Incident Management LANGUAGES English Native 40 Spanish Intermediate 20 MY CAREER 5.8 Years Desktop Support Technician at Carolina Fulfillment Systems (2.5 Years) IT Support Specialist at Piedmont Components Group (1.4 Years) Help Desk Technician at Metro Business Technology (1.9 Years) SUMMARY Desktop Support Technician with four years of hands on IT support experience across distribution, manufacturing, and enterprise user environments. Provides onsite and remote troubleshooting for Windows 10/11 , macOS, Microsoft 365, hardware, peripherals, TCP/IP, VPN, and Wi Fi. Owns incidents and service requests in ServiceNow ITSM , from intake through documentation, routing, resolution, and closure. Deploys, images, replaces, maintains, and retires endpoints with Intune, SCCM/MECM, SOTI, Active Directory, and Azure AD. Supports RF scanners, Zebra industrial printers, shared workstations, and warehouse connectivity where reliable technology keeps receiving, picking, packing, and shipping moving. Communicates clearly with users and infrastructure teams, performs preventive checks, maintains asset records, and supports overnight operations in active distribution environments. EXPERIENCE Desktop Support Technician Carolina Fulfillment Systems March 2024 - Present Charlotte, NC Supports a 24 hour distribution operation through onsite and remote endpoint services, warehouse technology maintenance, ticket ownership, device lifecycle work, and escalation coordination. Protects fulfillment continuity by keeping user devices, RF equipment, printers, and connectivity available across active shifts. Supported distribution users with Windows, RF scanners, Zebra printers , Microsoft 365 , and connectivity troubleshooting. Owned ServiceNow incidents through closure, documenting diagnostics, impact, remediation, assets, and escalation context. Deployed Windows 11 endpoints through SCCM/MECM and Intune, validating Azure AD access before station replacement. Maintained SOTI RF devices and inventory records, confirming wireless connectivity before returning scanners to warehouse teams. Diagnosed TCP/IP, VPN, and Wi Fi faults, separating local endpoint issues from infrastructure dependencies during escalation. Performed overnight preventive checks, reconciled assets, and serviced elevated facility cabinets under approved site procedures. IT Support Specialist Piedmont Components Group September 2022 - February 2024 Gastonia, NC Delivered endpoint and warehouse technology support across production offices and material movement areas. Managed ServiceNow queues, prepared devices, maintained identity access, supported printing workflows, and kept lifecycle records audit ready for operational teams. Supported Windows 10/11 and macOS users with hardware , authentication, Microsoft 365, printing, and peripheral issues. Managed ServiceNow incidents and requests, prioritizing operational disruptions through documented user validation and closure. Prepared laptops and desktops with standardized imaging, identity validation, security settings, and required applications. Used SCCM/MECM and Intune for software delivery, compliance checks, inventory visibility, and replacement planning. Restored Zebra printers, shared printers, scanners, and connected peripherals used for material movement and production records. Updated asset inventories and technical documentation after deployments, swaps, retirements, and audit reviews. Help Desk Technician Metro Business Technology September 2020 - August 2022 Charlotte, NC Provided Level 1 remote and desk side support for business users while building practical expertise in endpoint diagnostics, account access, Microsoft 365, networking, device preparation, and ITSM documentation. Improved resolution quality through repeatable troubleshooting and clear user communication . Delivered Level 1 support for Windows endpoints, Microsoft 365 , hardware, peripherals, account access, and connectivity. Recorded ITSM cases with reproducible symptoms, troubleshooting evidence, resolution notes, and escalation details. Resolved Outlook, Teams, OneDrive, printer, workstation, VPN , and Wi Fi issues through structured diagnostics. Supported Active Directory account administration and endpoint setup, validating access and configuration before device issuance. Prepared replacement computers and peripherals, transferred approved settings, and updated inventory records through lifecycle changes. Documented recurring endpoint issues and reusable resolutions, applying senior technician feedback to increasingly complex cases. PROJECTS Warehouse Endpoint Lifecycle Program 2024 Supported a distinct device lifecycle effort for warehouse endpoints, combining inventory reconciliation, replacement staging, imaging validation, and retirement records. Work improved visibility across shared stations and operational equipment. RF Scanner Connectivity Review 2023 Reviewed RF scanner readiness across active operations by checking SOTI records, wireless access, device condition, and replacement status. Findings supported faster restoration for material movement teams. LEADERSHIP & AWARDS Recognized by distribution operations teams for dependable overnight support during time sensitive warehouse incidents. Selected as a trusted resource for endpoint imaging, asset records, RF scanners, and Zebra printer troubleshooting. Received positive user feedback for clear ticket documentation and calm communication during service interruptions. EDUCATION Associate of Applied Science in Information Technology Central Piedmont Community College GPA: 3.5 2020 Charlotte, NC Coursework: Desktop Support, Networking, Operating Systems, Database Fundamentals CERTIFICATIONS CompTIA A+ 2021 Microsoft 365 Certified: Endpoint Administrator Associate 2025 TECHNICAL SKILLS Operating Systems: Windows 10, Windows 11, macOS Microsoft 365: Outlook, Teams, OneDrive Endpoint Management: Intune, SCCM/MECM, SOTI Directory Services: Active Directory, Azure AD, user accounts IT Service Management: ServiceNow ITSM, incidents, service requests Networking: TCP/IP, VPN, Wi Fi Warehouse Technology: RF scanners, Zebra printers, shared workstations Endpoint Lifecycle: Imaging, deployment, replacement, retirement Asset Management: Inventory records, audits, device history Support Delivery: Deskside support, remote support, Level 1 support SKILLS Desktop Support ServiceNow ITSM Windows 10/11 macOS Microsoft 365 Endpoint Management Active Directory Azure AD TCP/IP VPN Wi Fi RF Scanners Zebra Printers Asset Inventory Incident Management PROFESSIONAL AFFILIATIONS IT support collaboration with warehouse operations, infrastructure teams, and end users across active distribution shifts. Professional involvement in endpoint management, service desk practices, asset lifecycle support, and user technology services. LANGUAGES English (Native) Spanish (Intermediate) ADDITIONAL INFORMATION Work Status : Authorized to work in United States. No sponsorship required. ADDITIONAL INFORMATION Work Status : Authorized to work in United States. No sponsorship required. REFERENCES AVAILABLE ON REQUEST
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