Professional Resume Template for
Desktop Support Technician
David K. Reynolds
Austin, TX
(512) 555-0198
david.reynolds@email.com
linkedin.com/in/david-reynolds | github.com/davidreynolds
Professional Summary
Methodical Desktop Support Technician with 5 years of experience resolving complex hardware, software, and network infrastructure issues for enterprise environments. Specialized in deploying MDM solutions, configuring Windows/macOS endpoints, and optimizing active directory group policies to support 1,500+ onsite and remote users. Proven record of reducing average ticket resolution times by 32% and achieving a 98.4% user satisfaction rate. Technical proficiency includes ServiceNow, Microsoft 365 Admin Center, Microsoft Intune, Jamf Pro, Cisco Webex, Active Directory, and PowerShell scripting for automated system provisioning.
Work Experience
Desktop Support Technician II — Apex Enterprise Solutions
Austin, TX | June 2023 – Present
- Managed and resolved over 450 technical tickets per month using ServiceNow, maintaining a ticket resolution rate of 94% within established Service Level Agreements (SLAs).
- Deployed Microsoft Intune and Jamf Pro to provision 600+ Windows and macOS endpoints, reducing new hire device configuration time by 45% through zero-touch deployment.
- Automated routine diagnostic checks and user provisioning tasks using PowerShell scripts, saving the 6-member IT team 12 hours of manual labor per week.
- Reconfigured Active Directory group policies and security permissions for 1,200+ user objects, which reduced access-related help desk requests by 28% over 6 months.
IT Support Technician — Beacon Financial Services
Dallas, TX | July 2021 – May 2023
- Troubleshot LAN/WAN connectivity issues for 350+ local office workstations and remote VPN connections, reducing network-induced user downtime by 24%.
- Maintained hardware inventory for over 900 desktop assets, optimizing lifecycle upgrades and vendor maintenance agreements to save $22,000 annually.
- Conducted bi-weekly IT onboarding sessions for 15+ new employees, boosting day-one workspace readiness and equipment setup compliance to 99.2%.
- Resolved software and operating system anomalies for executive staff, achieving a 99.6% customer satisfaction score across 800+ executive support tickets.
Education
Bachelor of Science in Information Technology
Oakwood University · Dallas, TX · 2021
Skills
Windows OS, macOS, Active Directory, Group Policy (GPO), Microsoft Intune, Jamf Pro, ServiceNow, PowerShell scripting, LAN/WAN troubleshooting, Hardware diagnostics, VPN configuration, Microsoft 365 Administration, Customer Service, ITSM ticketing, System imaging
Projects
Intune MDM Deployment
Role: Lead IT Technician
Tools: Microsoft Intune, Windows Autopilot, PowerShell
Directed the transition of 450 remote workstations to Intune MDM, reducing standard device provisioning times by 60% and ensuring 100% compliance with security policies.
ServiceNow Migration Initiative
Role: IT Support Specialist
Tools: ServiceNow, Jira Service Management, Excel
Migrated 3,500 help desk tickets to ServiceNow, redesigning categorization workflows to improve ticket routing accuracy by 35% and shorten response times.
Certifications
- CompTIA A+ (2021)
- CompTIA Network+ (2022)
- Microsoft Certified: Modern Desktop Administrator Associate (2023)
Additional information
- Languages: English (Native), Spanish (Conversational)
- Volunteer Work: Provided technical assistance for senior community center IT hardware setups (2022–present)
- Availability: 2 weeks notice
Job Market Insights
Market data and opportunities for
Desktop Support Technician
Job Market Insights
$52,000
-
$78,000
Avg:
$65,000
Growth Outlook:
The employment of computer support specialists in the United States remains stable, driven by the continuous need for technical assistance as businesses upgrade their software and computer equipment. Although automation and self-service portals handle routine troubleshooting, human support technicians are essential for resolving complex network, hardware, and physical device issues. The Bureau of Labor Statistics projects stable annual job openings of about 50,500 per year through 2034.
50,500 annual openings over 10 years
Key Skills Required
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