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.