Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Stephen Goggin

Dorchester

Summary

Performance-driven technical professional with expertise in troubleshooting and system management. Proven ability to diagnose and resolve technical issues efficiently, enhancing system performance and user satisfaction. Strong collaboration skills with a track record of meeting project deadlines and managing ServiceNow tickets effectively. Committed to delivering exceptional customer service and problem-solving in high-pressure environments.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Desktop Support Technician

State Street
Boston
10.2024 - 07.2025
  • Company Overview: (Hcl tech)
  • Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop support, printers, PDAs, iPad / iPhone, and LAN cable drops
  • Troubleshooting and resolving software issues; reimaging computers/hard drives
  • Categorize and prioritize end user support Requests and Incidents by utilizing ServiceNow ticketing systems to track tickets and provide up-to-date status and Information
  • Interface with multiple levels of end users, management, VIPs and local technical staff.
  • (Hcl tech)

Help Desk Analyst/ AV Technician

P&G Gillette
Boston
01.2022 - 07.2024
  • Company Overview: (Hcl Tech)
  • Resolved software/hardware issues with troubleshooting skills from face-to-face customer service to support laptop users.
  • Worked daily with ServiceNow in creating and documenting tickets.
  • Set up new user’s accounts and make sure their new HP or Dell laptop has all working applications
  • Worked in AV department and audited 178 meeting rooms every month and performed emergency ServiceNow tickets when Microsoft Teams and Toom had issues.
  • Proficient in Microsoft 356 products and teaching users how to use them.
  • Experience with remote desktop tools and support software
  • Strong with Windows 10/11, Mac OS, and mobile device operating systems.
  • (Hcl Tech)

Desktop Support Technician

Wells Fargo
Boston
04.2022 - 06.2022
  • Company Overview: (Murtech)
  • Installed and configured new desktop devices under ServiceNow ticket request.
  • Provided support for software, hardware, and networking support upon the customer's request.
  • Perform Active Directory services to users having issues with passwords, groups policies, and shared folders.
  • Strong understanding of Windows and Mac OS and applications (Microsoft 365, Power Bi, Teams, OneDrive) with a strong technical knowledge to fix troubleshooting issues.
  • Responsible for keeping customers focused while providing high quality service.

Education

Associate’s - Applied Science

Massasoit Community College
Brockton, MA

Google IT Support Professional Certificate - IT support program developed by Google that covers troubleshooting, customer service, networking, operating systems, systems administration, security, and includes hands on labs

Coursera

The Bits and Bytes of Computer Networking Certificate - Understanding all the standard protocols involved with TCP/IP communication and learning network services like DNS and DHCP that help computer networks run

Coursera

Skills

  • Communication
  • Customer Service
  • Problem Solving
  • Leadership
  • Documentation
  • Proficient in Microsoft 356 products
  • Experience with remote desktop tools and support software
  • Strong with Windows 10/11
  • Strong with Mac OS
  • Strong with mobile device operating systems
  • Strong understanding of Windows
  • Strong understanding of Mac OS
  • Strong understanding of Microsoft 365
  • Strong understanding of Teams
  • Strong understanding of OneDrive
  • Audio-visual support
  • ServiceNow ticketing

Certification

  • Google IT Support Professional Certificate, 6-month IT support program developed by Google that covers troubleshooting, customer service, networking, operating systems, systems administration, security, and includes hands on labs.
  • The Bits and Bytes of Computer Networking Certificate, Understanding all the standard protocols involved with TCP/IP communication and learning network services like DNS and DHCP that help computer networks run.

Timeline

Desktop Support Technician

State Street
10.2024 - 07.2025

Desktop Support Technician

Wells Fargo
04.2022 - 06.2022

Help Desk Analyst/ AV Technician

P&G Gillette
01.2022 - 07.2024

Associate’s - Applied Science

Massasoit Community College

Google IT Support Professional Certificate - IT support program developed by Google that covers troubleshooting, customer service, networking, operating systems, systems administration, security, and includes hands on labs

Coursera

The Bits and Bytes of Computer Networking Certificate - Understanding all the standard protocols involved with TCP/IP communication and learning network services like DNS and DHCP that help computer networks run

Coursera

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Stephen Goggin