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Helpdesk Analyst Resume


  • Seeking a position in the field of information technology that will allow implementation of technical skills and an opportunity for professional growth based on performance. I have also held several key automation positions from operator to administrator. I am ready, willing and able to adapt to new challenges while continuing to learn the ever - changing technological field of automation.



Helpdesk Analyst

  • Support up to 350 individuals remotely using server support Baltimore, Randallstown, Columbia, and Easton,
  • Entering and managing accounts in Active Directory,
  • Support users on CPS-12 (Healthcare software),
  • Provided face-to-face support to end users when necessary; assisting with loading of software, and troubleshooting other areas when necessary, brake/fix software & hardware,
  • Collaborated with other departments to process requests,
  • Ran reports from the ticketing system Spiceworks and Whats Up Gold.


It Field Support II

  • Supported over 10,000 users nationally, utilizing Symantec Management Console to push software for requests whether it be in a group or individual, processing Service Desk tickets and assisting with troubleshooting technical issues, imaging machines for deployments, onboarding users, and helping them setup Microsoft Outlook & Lync, providing valuable information to users for a preventative, manage equipment at site to ensure reliability, switch users from one machine to another when necessary by copying over mydocuments, favorites, desktop, and whatever else user needed to perform, collaborated with team members for solutions.
  • Provided face-to-face support to end users when necessary; assisting with loading of software, and troubleshooting other areas when necessary, brake/fix software & hardware.
  • Collaborated with other departments (Security, Networking, & Server departments) to ensure equipment ran accurately, updating printer with accurate information to secure within the network, and patching down ports in the server room from the switch.
  • Responsible for Inventory Management. Management included entering users in the scanners through the servers, switching users to other domains (networks) as necessary, updating administrative passwords daily, submitting paperwork for ordering software, managing and removing machines within Active Directory.


It Specialist

  • Assisted with Helpdesk processes, Change Gear (Ticketing System), Dameware (Remoting Capability), Managing Helpdesk Spreadsheet (Pivot Table),
  • Active Directory password resets, troubleshoot Microsoft Office 2013 including Lync,
  • Troubleshooting web applications and distributed as necessary, Download software and update spreadsheets (tracking for licenses), RSA Tokens (VPN),Office 365 (update and add distributions), manage accounts for Intercall & WebEx (web conferencing), load & troubleshoot Secure Zip,
  • Supporting users face-to-face when necessary to load software, and troubleshoot other areas when necessary,
  • Manage & tracking of assets, update Verizon Cell Phones.


Helpdesk Technician

  • Created and work tickets in Maximo.
  • Created & removed accounts in active directory.
  • Responsible for entering data for hostnames in BT Diamond.
  • Updated assets with current up-to-date information.

Environment: al Protection Agency / (K-Force sub to SAIC) (contract assignment)

Sr. Desktop Support Specialist/ Helpdesk Support

  • Technical support of desktop & laptop computers, blackberries, applications, operating systems and related technology to diagnose and resolve unique, non-recurring problems, configure VOIP (Voice Over Internet Protocol).
  • Provided remote support on-site over to over ten thousand users, closing over fifty tickets per day, on the CSD (Central Service Desk) or LSD (Local Service Desk). In addition, include specification, installation, and testing of computer systems and peripherals within standards and guidelines.
  • Utilized one-on-one consultancy to end users, as well as, analyze, communicate, and manage AD accounts, Windows issues, Lotus Notes.
  • Working knowledge of TCP/IP ((Transmission Control Protocol/Internet Protocol), network layers and protocols, especially when unlocking the SIM tree, Checkpoint administrator (data encryption), and supported Windows 2007 & XP.

Environment: al Protection Agency / (K-Force sub to SAIC) (contract assignment)

Asset Management Specialist

  • Established, executed and monitored procurement transaction activities; assuring transactions were completed within the allotted time frame and met identified cost objectives.
  • Supported various procurement activities.
  • Generated various reports as required, using Remedy software to track incident tickets, updating back log Change Requests, and entered Provisions & De-provisions in the system.


Help Desk IT Specialist

  • Managed and coordinated NMCI site deployments & moves for NAVFAC, to include open, notate, & closed tickets in the trouble ticketing system, familiar with entering requests in NET, as well as assigned the trouble tickets to myself & other individuals within my team.
  • Assisted Telecommunication’s Manager and CTR’s (customer technical representatives) for several Naval Facilities Engineering Command (NAVFAC) Naval Air Stations providing support to over 1500 employees, system operation and evaluation of the contractual agreement with Navy Marine Core Intranet (NMCI).
  • Supported all CIO inventory by Asset tagging and recording in Microsoft Access Database, and generate Purchase Orders (PO) in Maximo after sourcing and pricing decisions are finalized; submitting POs to suppliers.
  • Developed and managed NAVFAC Software templates, and Quality Service Control, by police trouble tickets each week.
  • Managed the requests to process the collection, verification and justification of equipment and component requirements, and maintain, monitor, and control help desk support to users, desktop applications, mapping network drives, file sharing etc.
  • Utilized Microsoft Net Meeting (enables real-time audio, video, and data communication over the Internet) in order to assist with computer problems when necessary.

Desktop Support

  • Provide technical support and expertise to the client's enterprise application and network infrastructure to include MAXIMO and NMCI.
  • Installed, managed, and configured all peripheral devices (printers, scanners, etc.) and hardware problems which include providing users with other systems when necessary.
  • Monitored and controlled progress daily; providing weekly updates to NMCI site mangers.
  • Created PST (Personal Folders) in Microsoft Outlook, worked in a 2007 Windows & XP environment; included creating and recreating Outlook profiles when necessary.



  • Responsible for triaging all computer system related issues.
  • Provided training; Training individuals on the fundamentals of information systems.

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