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Sr. Help Desk Specialist Resume

Telford, PA


Broad experience creating training materials and documentation. Known for clear, concise documentation; known for excellent customer interaction and understanding customers’ needs. High scientific, medical, and math acumen; rigorous spelling, punctuation, and grammar.


Confidential,Hatfield, PA
Technical Writer (April 4, 2010 May 21, 2010 (2-week contract extended to 6 weeks)) 2010
Edited training documentation written in Germany for an SAP conversion in US plants, to be ISO9000-compliant. Worked with SMEs to verify accuracy.

  • Tested and tracked processes, including inconsistencies and organization, across 180 documents.
  • Worked with other technical writers to create style template and procedures for consistent formatting.

Confidential, Telford, PA 1999 2009
Sr. Help Desk Specialist (2007 2009)
Served as primary point-of-contact for over 800 users in-house and in the field; logged and tracked calls using problem management database; documented, organized, and maintained databases; documented departmental procedures; measured KPI and compiled reports; wrote clear instructions; trained and supported customers on effective use of hardware and software; installed software.

  • Created departmental COGs (Common Operational Guidelines), enhancing consistency and efficiency.
  • Created procedure documents for US personnel, increasing productivity and minimizing calls to IT.
  • Administered the company Intranet for U.S., creating new accounts and training customers, including new Workspace Managers, providing enhanced document security, organization, and sharing.
  • Tracked user accounts and access rights in Active Directory, maintaining system and data security.
  • Worked with developer to test proprietary HR software, enhancing efficiency for company-wide use.
  • Worked with other areas of IT to analyze issues, providing quick resolution for 2nd level support.

IT Technician (1999 2007)
Logged and tracked calls using problem management database; documented, organized, and maintained databases; documented departmental procedures; wrote clear instructions on effective use of hardware and software; installed software; created and maintained accurate user accounts; responded to calls for assistance on hardware/software, including printers; performed backups of servers; provided backup for telecommunications technician.

  • Designed, documented and maintained a customer self-help database, reducing support calls considerably.
  • Developed and delivered a training seminar for national Sales meeting, increasing customer efficiency in hardware and software use, as well as preserving data integrity.
  • Documented server backup procedures, allowing consistency in backup performance and ease of training new technicians.
  • Created training documentation for customers for new network cards, facilitating roll-out of new technology.

IT Technician

  • Configured Novell and NT servers for country clubs; configured printers and POS (Point-of-Sale) PCs; built printer cabling; tested all systems to verify functionality; documented, packed, and shipped all equipment and accessories on schedule.
  • Documented procedures in detail so all technicians configured equipment identically, facilitating future troubleshooting.
  • Created and maintained logs for all incoming and outgoing equipment, allowing for ease of tracking and accountability.
  • Maintained tight shipping schedule, allowing onsite DMS technicians to install equipment on schedule.

Confidential, Danboro, PA 1995 1996
Assisted new company-wide network installation during co-op experience; installed software; diagnosed and resolved PC and printer issues; transported desktops to and from IT lab.

  • Documented myriad procedures, facilitating training for subsequent students.
  • Set up 10 desktops and peripherals in training lab in one morning, then assisted with software installation, allowing for training to occur on schedule.


BS, Information Technology


  • Technical Writer, Sr. Help Desk Specialist, Intranet Administrator/Trainer.
  • Windows XP, MS Office 2003, Outlook, PowerPoint, Access, Project, Visio, Lotus Notes 6.4,
  • Cisco VPN tokens, Nortel VPN, Nortel Call Pilot, Trend Micro, Symantec, BlackBerrys, Remedy, AdventNet ServiceDeskPlus, NT and Active Directory networking, server backups.
  • Basic knowledge in Vista, Windows 7, Adobe InDesign CS3, Photoshop CS3, SAP, Web programming, SharePoint, Database Management.

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