Sample Resume for a Midlevel Help Desk Worker



|My Name |Address |

| |Phone: ( @ |

desktop engineer

Technical Support ( Telecom Support ( User Training ( Software/PC/LAN Troubleshooting

— Support professional with eight years of experience providing software, hardware, client/server and networking technical support.

— Technical trainer with five years of training development and training materials creation. Strong classroom (Instructor led) experience as well as large group training and one-on-one instruction.

— Provides outstanding customer service and a strong ability to communicate technical concepts in a non-technical manner. Known for patience in dealing with frustrated users.

KEY SKILLS

|Technical Troubleshooting |Software Installs |Phone, Online, and Deskside Support |User Training & Documentation |

|Hardware Configurations |LAN Connectivity |BES and Blackberry |ISO9001, HIPPA |

|Windows XP & 7 |Problem Diagnosis |iPhone & iPad |Shortel & Cisco IP Phone |

|Spiceworks IT Management |FOG PXE Imaging |QAD-MFG/Pro | |

|Active Directory User Mgmt. |Ghost Imaging | | |

TECHNOLOGY PROFICIENCIES

|Server Applications: |BES User Administration, Active Directory – Group policy, Users and Computers, Windows NT/2000/2003 Server, Exchange |

| |5.0/2003/2007 server, Previo – backup and recovery, Backup tape rotation, Ghost, Symantec Endpoint Encryption, Mobile |

| |Iron, Lync 2010 Administration |

|Applications: |MS Office 97, 2003, 2007 & 2010 (Word, Excel, PowerPoint, Outlook, OWA, Access), MS Project, IBM Sametime, Lotus |

| |Notes, Some Visual Basic 5.0 for Excel, Internet Explorer, Firefox, Chrome, Safari |

|Call-Tracking Tools: |HEAT, Remedy, Track-it |

|Hardware: |Dell, HP, IBM/Lenovo desktop, laptops and servers. Some Mac. iPad BlackBerry & PalmPilot Devices, Printers, Routers, |

| |Modems, Wireless Routers |

|Networking: |TCP/IP, DNS, DHCP, LAN/WAN, VPN/Remote Connectivity – CheckPoint, Cisco Secure VPN, AT&T Global , Nortel Extranet, |

| |Sonic Wall, Microsoft Virtual PC, PC Anywhere, Terminal Services, RSA SecurID, Netgear, Linksys, Basic Cisco & Juniper|

| |routers, Novell Netware, Firewall, Ports |

|Platforms: |MS-DOS, Windows 95/XP/2000/Vista/Windows 7, some MAC OSX 10.5 Leopard |

PROFESSIONAL EXPERIENCE

xxxxxx — Irvine, CA

Contract Desktop Analyst, November, 2012 to Current

• Contract with UNS to provide onsite and remote tier 2 technical support services to over 250 users using Heat ticketing system. Provide support for new hires, network share access request, corporate system access, general troubleshooting, SMS software push, iPhone/Blackberry activation and troubleshooting, iPad configuration, Windows 7 Enterprise and XP support, Lync user management, Ghost and PXE imaging and last but not least QAD MFG/PRO user maintenance.

• Also managed on-site Multi-Function printers: ordering supplies, service calls and procedures for installing new devices for network access.

xxxx — Torrance, CA

Contract Desktop Engineer, July, 2012 to October, 2012

• Contract with Wollberg/Michelson to provide technical support to 80 local users and 50 off-site users. PC Refresh project, implementing Windows 7 using a clean un-activated installation. Creating images for FOG server, PXE imaging. Implemented Spiceworks IT Management for inventory and knowledge base, future applications such as ticketing, purchasing, network monitoring. Contract ending soon. iPad configuration for Sales Engineers. Gmail for Business.

xxx — Irvine, CA

Contract Installation Engineer (Contract), October, 2011 to November, 2011

— Contract with ITC for managed broadband implementation support involving assisting onsite tech, connecting to Cisco or Juniper router to confirm backup connection, uploading scripts and confirming new broadband connection. Configured Cisco routers to be shipped to clients.

xxx (TJ Maxx) — Westborough, MA

Technical Support (Contract), September 2008 to May, 2011

— Tier III technical support for over 600 users. Primary functions include maintaining Ghost images, laptop staging and configuring.

— Provisioning BlackBerry’s, managing the BlackBerry Enterprise Server, quarterly PCI compliancy scanning and Lotus Notes email. Managing user accounts/groups in Active Directory.

— Endpoint Encryption used on all laptops.

xxx — Nashua, NH

Technical Support Engineer, Dec. 2006 to July 2008 (Lay-Off)

— eCopy is a software company which provides a standard document imaging platform that easily and securely transforms paper documents into electronic media (PDF, Document Management Systems, Bates Stamping).

— Provided software and hardware technical support to resellers (Canon, IKON, Toshiba, etc.) and end-users via email, phone and remote control.

— Diagnose complex connectivity and usage issues and provide resolution in various network configurations. (Ports, TCP/IP, DNS, Firewall). Research product key and activation issues and resolve accordingly. Collaborate with co-workers and other teams (European liaison for Technical Consultants). Create knowledge-base documentation and configuring.

xxx — Waltham, MA

Sr. Help Desk Technician, Dec. 2005 to Dec. 2006

— Provided technical support for over 500 employees in a corporate environment. Support consists of VPN, MS Office, Siebel, PaperVision, laptop and desktop issues, printers, configuration, and general questions. Used imaging software to deploy systems in a timely manner. Track-It ticket generation system.

xxx — Whittier, CA

Technical Trainer (Contract), Dec. 2002 to Dec. 2005

— Plan, develop and refine training programs. Present training programs. Acquire knowledge of software packages for which training should be provided. Prepare or locate suitable course materials. Review student course evaluations to identify areas needing improvement in course content or presentation. Ensure proper classroom set-up.

— Participate in project implementations. Resolve user problems. Act as an expert advisor for desktop applications. Research, identify and implement solutions to special requests and requirements. Adhere to ISO 9001 Best Practices. Created a website with an Access database interface so students can view the class schedule and sign up for training.

xxxx — Irvine, CA

Sr. Technical Support, Sept. 1999 to Nov. 2002 (Office Moved)

— Desktop support of over 100 associates in the office and approximately 80 remote users. Senior support representative for technical escalations. Provide telephone, desk-side and remote controlled assistance for a wide range of issues.

— Strong understanding of Intranet/Internet based applications. Solid hardware configuration, installation, and troubleshooting skills for Windows 95, NT and Windows 2000. Software installation and troubleshooting. Support Windows NT networking protocols and services.

— Secondary support for all Operations activities, such as nightly processing, server maintenance, backup and upgrades. Highly experience in VPN connectivity issues using AT&T Global, DSL, Cable Modems, Nortel Extranet and SecureID token.

— Strong Lotus Notes R5 support skills ranging from end user training to advance troubleshooting. Expertise in using PREVIO to perform full system backup of remote, i.e., laptop users. PREVIO is also used for remote control ability. Conduct Microsoft Office & VPN training seminars for internal customers as well as external. Excellent customer service and presentation skills. Expert in the installation, configuration and troubleshooting of the Palm Pilot (3, 5 & 7) hardware and associated software (Easy Sync, Palm Desktop.) Received “Outstanding Contributor to the Service Team” award – 1st quarter 2002.

PM Realty group, Lockheed martin, intelligent electronics

Technical Trainer / Help Desk, April 1996 to Sept. 1999

— Training - MS Office (Beg. to Advance), Exchange support training, MS Project, Telephony.

— Help Desk – 80-100 calls per day, LAN/WAN, AS400, Password resets, Root Cause Analysis.

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