Sample Helpdesk Support Resume

Contact Information:

• Full name
• Present and permanent addresses
• Telephone numbers
• Email address

Objective:

To excel in a long term position in technical support analyst utilizing my lengthy and broad experience in providing Windows desktop, intranet, and server hardware / software support that encourages collaborative teamwork.

Experience:

Helpdesk Analyst

UBS Global Asset Management, Chicago ,IL, August 2006 - Present

Migration roll out from W2k to XP responsibilities included:

• Documenting all application testing procedures
• Setting up test environment for user planning and scheduling of roll out
• Escalating and documenting issues as they arise with network support staff and other support groups

Help Desk Support Duties:

• Create user accounts and assign group rights using Microsoft server tools (ADS) Active Directory
• Support MS Office Suite related issues
• Wireless Connectivity support and configuration
• Manage Citrix Applications access thru group policies and ADS
• Managing customer expectations by ensuring applications are supported to agreed service levels

Network Support Analyst

BP Oil Americas IST Division Naperville, IL, August 2004 - August 2006

• Tracked user calls for resolution and escalation thru Remedy Helpdesk Software
• Supported (MDS) applications on trade floor resolved connectivity issues with MDS admin and or vendor
• Migrated users from w2k to XP
• Support and configure wireless connectivity
• Supported network connectivity issues at desktop level anything escalated would resolve with network team
• Deployed hardware with custom images to traders and support staff created with Ghosting software
• Inventory control thru tracking system kept accurate delivery of hardware to user with minimal delay
• Weekly update meetings to asses team progress on calls and focused on hot issues
• Educated user on environment upon receiving new Hardware deployed fact sheet with quick answers to common questions

Senior Technical Lead

University Health Systems Consortium, Oakbrook, IL, June 2002 - June 2004

• Provided Network and PC/Laptop support in a Windows 2000 /XP environment for 300 user base
• Responsible for setup, deployment and creation of PC images
• Created and updated documentation on all software and hardware setups for Tech Support staff
• Created and updated asset information and inventory using Helpdesk Software
• Kept vendor and support contact database for equipment and software
• Updated and created user account information via Active directory
• Maintained ghost Server with current updates, patches and images
• Tested and evaluated New PC Equipment for rollouts and replacements
• Created and updated user accounts using Active Directory
• Setup users on VPN and Dial up Connections
• Created and updated Print cues on Print server
• Maintained backups on tape media and kept log of daily routines

Senior Technical Analyst

McKinsey & Co. Consulting, Chicago IL, March 2000 - June 2002

• Provided technical support for over 600 clients in a Microsoft NT/Novell Environment for
• Windows 2000, 98 and various software applications
• MS office Suite support
• Novell Client Administration support Ver. 4.8
• Configured printers and HP Digital senders on Network
• Lotus Notes R5 configuration and client setup for email and databases
• Responsible for Setup Configuration of PC and Laptop Templates using Ghost software
• VPN setup and support using a Nortel VPN Switch
• Video Conferencing Administration and Scheduling
• Video Conferencing setup over Trunk lines using Point-to-Point and Multi-Point Protocols
• Support for Palm Pilot Vx OS and Easy Synch with lotus notes
• Priority one conference bridges and data collection for trouble spots resolution

Education:

Dervry University Chicago Campus

From: 11/1997 - 10/2001

• Pink Elephant Chicago
• Foundations of ITIL Essentials
• Computer Information Systems (CIS)
• Bachelor of Science

Help Desk Administrator Resume

James Edwards
855 Von Kolintz Road Mt Pleasant, Pittsburgh
SC 29464-3299

Objective:

A position in application or help desk department with a focus on usability in the Pittsburgh PA area.

Education:

University of Pittsburgh, Pittsburgh, PA
Master of Science in Information, 2000

Human Computer Interaction (HCI) Specialization
GPA 4.00 / 4.00

• Member of Michigan Ohio Computer-Human Interaction (MOCHI) chapter
• Member of Association for Computing Machinery (ACM)
• University of Pittsburgh, Pittsburgh, PA
• Bachelor of Science in Engineering, Computer Engineering, 1994

Minor in Management Information Systems
Magna Cum Laude, GPA 3.83 / 4.00

• National Merit Scholar
• Member of Tau Beta Pi National Engineering Honor Society
• Member of Golden Key National Honor Society

Experience:

Hubbard and Assoc, LLP Pittsburgh, PA 2/1995 – 7/1999
Software Support Specialist

• Implemented new software and upgraded existing software on 17 Novell Netware servers and on individual workstations.
• Automated the installation of software to 1200 end-user PCs via DOS batch files, Symantec Basic scripting, and Novell Application Launcher snapshot technology.
• Provided second level support to internal Help Desk to resolve user concerns with specific applications, including Windows 95, Microsoft Office, GroupWise, and numerous industry specific applications.
• Identified and implemented technologies and methods of using existing technology to help users work more efficiently.

Academic Computing Services, University of Pittsburgh, Pittsburgh, PA 9/1993 - 12/1994
Consultant/Monitor

• Provided personal assistance to students on IBM and Macintosh computers
• Maintained computing facilities and managed printers

Verizon Development Engineering, Pittsburgh, PA 5/1993 - 8/1993
Student Technician/Professional Trainee, Technical Services, Quality and Systems

• Training and help desk for over 500 people.
• Helped establish an inventory database to track computer equipment
• Train new hire secretaries in Word97, iManage, Legal MacPac, Softwise MacroSuite, CompareRite, CMS Time; train summer associates; in-coming new attorneys. Involved in the training and rollout of Outlook 2000.

Technical Skills:

Computer Skills

• Windows XP, 2000, 98, 95, NT Microsoft Office
• Word 2002, 2000, 97, 7.0, 6.0
• WordPerfect 9.0
• IManage/infoRite
• Docs Open
• SQL
• Softwise MacroSuite
• Legal MacPac
• PowerDocs
• Ability and desire to learn new technologies quickly

Usability Skills

• User Needs Assessment
• User Centered, Participatory Design
• Competitive Analysis
• Cognitive Modeling
• Heuristic Evaluation
• Usability Testing
• Interface Prototyping and Testing
• Task and GOMS Analysis
• Usability Testing
• Survey Development and Analysis
• Content Analysis
• Card Sorting
• Relevant Coursework:

Evaluation of Systems and Services

Responsible for highly skilled training and floor support for diverse groups of people (legal secretaries, word processors, attorneys, paralegals, and administrative staff) in a variety of software applications with the aim to present software in such a way that person thrive during transitions and conversions. Worked with clients as project lead trainer to resolve on-site training related issues. Assisted with documentation. Training Consultant/Help Desk.

Help Desk Manager Resume

Josheph Peterson
Alberta, Edmonton,
AB T6G 2J5


Objective:

To attain a position as a Technical Support Specialist, Help Desk, or Customer Service Representative.

Career Profiles:

20 years of experience in customer service. Over 4 years of experience working in a help desk and call centre environment. Known for approachability, diplomacy and calm demeanor. Demonstrated ability to quickly diffuse heated customer situations. Provided a leadership role in a team environment. Supported other team members and facilitated in creating a stress reduced atmosphere. Trained others in the use of applications and in technical support methods. Excellent troubleshooting and logical problem solving skills. High level of written and oral communication skills. Creative ability to solve unusual or difficult problems when logical methods have failed. Demonstrated ability to meet deadlines, and set priorities.

Experience:

PPM 2000 Inc., Edmonton Alberta 1997-2002
Senior Technical Support Specialist

• Answered technical questions regarding software products and their requirements within related industries
• Investigated issues reported by customers and dealers in a timely and efficient manner
• Responsible for researching and buying new Technical Call tracking software including its installation and setup.
• Trained other staff to use the program efficiently
• Facilitated and participated in conference calls with customers and other departments
• Worked with Research and Development department on Quality Assurance
• Created documentation on policy and procedures
• Contributed bimonthly articles to PPM 2000’s customer newsletter
• Attended and played an integral role in department meetings

Alberta Transportation Testing Lab, Edmonton, Alberta 1979-1995
Stock Keeper II / Customer Service

• Provided solutions to customer’s equipment needs
• Offered excellent customer service in a pleasant and professional manner
• Assisted in-house staff and field personnel by solving internal and external concerns or issues
• Updated and maintained inventory control
• Maintained heavy and light duty equipment including nuclear equipment
• Created and utilized methods to store and ship dangerous goods

Education and Training:

CDI College of Business and Technology, Programmer Analyst Certificate, 1997
NAIT, SQL Server Level I Certificate, 2001

• Variety of professional development programs including “Knock Your Socks Off Customer service”, supervisory training, time management, and interpersonal skill development and customer service training
• Computer Keyboarding at Continuing Education
• Computer Projects (at CDI College of Business and Technology)
• Completed projects for Computer Programmer Analyst training at the CDI College of Business and Technology in: Visual Basic; C++; C for Windows; dbase I I 1; Clipper; Basic networking
• Earned a 100% for first 'C for Windows' project plus three others for Visual Basic and other languages
  

Additional Computer and Design Skills:

Computer Skills

• Worked with DOS, M.S. Windows 3x, Windows 9x and Windows ME operating environments
• Experience with Word for Windows, WordPerfect, and WordStar for Windows
• Knowledgeable in programs such as, Access, Excel, Paradox, DBase III and IV, and Lotus 123 v4
• PowerPoint and CorelDraw and ClarisWorks
• Excellent working knowledge of operating systems for trouble shooting in MS Win 3x, 9x, Win NT, ME, and Win 2000Experience with MS Access, MS Office 2000, Bridge Track, Maximizer, and MS Outlook
• Proficient in converting databases from Pervasive's Btrieve format to an MS Access format as well as error checking and correction of both database systems
• Experience supporting applications that use MSDE or MS SQL
• Supported customers using WebEx

Designing Skills

• Developed procedure manuals and designed testing equipment
• Collaborated on the design and implementation of a computerized warehousing and inventory tracking system
• Planned and designed ergonomically safe and efficient work spaces, work benches and equipment
• Designed and created my own web page

Help Desk Professional Resume

Lucy Thompson
14 Palmer Street, Boston,
MA 01652


Objective:

To obtain a help desk internship with Techies Corporation in order to utilize my motivation and skills.

Career Profile:

Experience troubleshooting and maintaining PC and desktop applications as a Computer Lab Monitor.
Experience using customer service skills in a business setting as a Customer Service Intern. Second-year computer science major with general understanding of PCs, desktop applications and computer/network architecture.

Education:

Bachelor of Arts, Computer Science
Boston College March, 2003
3.76 G.P.A. Boston, MA

• Honors: Dean's List seven quarters; Recipient of 2000-2001 scholarship award based on academic performance and computer science potential
• Course Highlights: Introduction to Computer Architecture, Introduction to Networking.

Experience:

Boston College January, 2000 - Present
Computer Lab Monitor

• Assist students with PC and desktop application issues
• Regularly perform hardware and software maintenance
• Facilitate a weekly one-hour seminar on how to use Microsoft Office applications
• Participate in special computer lab projects when applicable

ABC Bank June, 2000 - August, 2000
Customer Service Intern

• Assisted bank customers with account issues using ABC Bank's PC-based computer system
• Suggested and promoted additional bank services to customers
• Attended weekly group and department meetings and shared status updates

Collegiate Activities:

• Member Computer Science Student Society 1999 - Present