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Helpdesk Specialist Resume

Addison, TX


My goals are to work in the IT field for a solid, reputable company so that I can use my current skills in technology; continue to grow in technical knowledge; and to be offered an opportunity to advance within that company. I want to be a dependable employee that will enhance company performance and position.

Computer Skills and Accomplishments

  • Helpdeskprocedures including:
    • Proficient in the many applications and systems of the USDA including, but not limited to: Merlin Magic, NITC, NFC, SYBASE, BRIO, e-Auth, EAS, AS400/SYS36, SAP, RACF, ACF2, Top Secret and many agency developed applications Provide tier 2 customer assistance supporting more than 30,000 customers nationwide
    • Analyze customer access inquiries from all FSA service centers and national offices while consulting application development staff to resolve issues
    • Processing of security requests for over 100 systems or applications accurately and efficiently
    • Ability to interface with other government security agencies, technical and federal leads on matters pertaining to mutual applications, new application releases and internal application issues
    • Assist technical writers in documenting/implementing standard operating procedures and customer service guidelines
    • Assist application developers with creation of agency online request system used nationwide to submit security access requests for individual users
    • Provide updates, system tips and training documents for help desk internal online knowledge base
    • Assist technical writers by drafting and reviewing articles for agency-wide security newsletter
  • computer builds on an AMD system
  • a variety of hand-held computer systems & docking stations to transmit orders/inventories, trouble-shooting
  • computer networking: LANs & administrative rights; roll-over, cross-over and straight-through cat5 cables
  • Microsoft Windows and Office Suites
  • building personal computers, upgrades and repair
  • Currently working on CCNA, Network Plus, and A+ certifications--Exams in late 2010

Work experience

2010- present: Confidential, Kansas City, MO
Information Security Operations Support/Helpdesk: grant and revoke access to USDA system; reset passwords, staff the helpdesk; gather time-tracking information; trouble-shoot various computer issues; create and revise technical documentation. Currently hold an active Secret Security Clearance.

2009- 2010: Confidential, Addison, TX

Security Officer: worked logistics for the Whirlpool (Logics) account; created programs in Microsoft Excel to organize logs and information as well as truck check-in and out; managed and organized incoming trucks and supplies; managed security guidelines.

2005-2009: Confidential, Sanger, TX

T3 Trainer/Cross-trained in Data Processing: T3 Trainer in DA Receiving; responsible for training up to 6 new associates at a time in all aspects of DA Receiving dock duties including procedural aspects and computer systems and applications; responsible for daily checkups on all Wal-Mart Systems; changed out the data disks for the Linux system; ran printers to print labels; changed out tapes daily for the servers; inventoried office supplies for the entire DC.

2001-2002: Confidential, Waco, TX

Cashier/Returns Trainer/Customer Service: trained cashiers; handled returns; dealt with customer service issues; received Cashier of the Month and Excellence Above and Beyond awards

1998-2001 and 2002-2003: Confidential, Canton, TX/ Denton, TX

Assistant Produce Manager/Customer Service: ordered and displayed product; handled signage; responsible for inventory and department customer service issues; managed a team of 3 associates; received the Aggressive Hospitality Award in 2000.

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