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Help Desk Specialist Resume

Bethesda, MD


A dedicated, highly - skilled, agile service professional with sixteen years of experience in information systems who possesses excellent communication and interpersonal skills, and thrives in a team environment.


Operating Systems: Microsoft Windows (multiple versions), Mac OS X.

Communications: Written documentation and job aids, customer notifications.

Database Tools: Toad for Oracle 10, SQL (basic proficiency).

Hardware and software: installation and configuration on laptops and PCs, troubleshooting and repair of laptops and PCs, networking concepts, password and printer administration for multiple computing platforms and operating systems.


Help Desk Specialist

Confidential, Bethesda, MD


  • Executed communication management support for the National Institutes of Health as a member of the Center for Information Technology’s Continuity Assurance Program.
  • Proactively assessed problems prior to customer impact while supporting a 24x7 system monitoring service.
  • Supported service owners and IT managers with event and problem management.
  • Coordinated and facilitated conference bridges.
  • Expertly handled customer requests for IT communication efforts including maintenance window date coordination and customer notifications.


Confidential, Catonsville, MD


  • Ascertained client needs for the purchase and sale of real property within the Confidential .
  • Gathered comparative data, provided reports, and made recommendations on price and marketing strategy for the sale of client homes.
  • Researched available inventory and offered home-buying suggestions based on client criteria.

Senior Technical Support Specialist

Confidential, Bethesda, MD


  • Provided advanced support for the National Institutes of Health Enterprise Directory ( Confidential ): An integrated database system that contains the personal and work-related information of Confidential staff, and is a key component in the process of authorization for physical and logical access to Confidential resources.
  • Promptly and effectively fulfilled customer requests and escalations via phone, email, and a web-based incident management system.
  • Created and edited detailed technical support documentation used by the Confidential team, the broader Confidential IT Service Desk, and administrative staff.
  • Wrote SQL queries and created reports to satisfy customers’ unique requirements.
  • Maintained data quality using SQL and various web services.
  • Performed user acceptance tests on modules within Confidential for upcoming release iterations.
  • Administered Oracle passwords/accounts.

Technical Analyst

Confidential, Bethesda, MD


  • Provided escalated technical support of enterprise applications used by Confidential staff.
  • Created and edited articles for Confidential Service Desk IT Solutions Center knowledge tool and detailed procedural documentation for Confidential Specialty Applications team.
  • Provided outstanding result rate - highest number of incidents resolved out of the NIHSA team and nearly double the average number of incident resolutions per team member.

Help Desk Analyst

Confidential, Allentown, PA


  • As Hardware Liaison, facilitated the Windows 2000 migration of thousands of laptops shipped to the Merck field sales force. Generated metrics reports and performed hardware inventory control.
  • As Lead Analyst, grew an inaugural team from nine to over sixty analysts on the Wyeth Pharmaceuticals account.
  • Member of CAI’s Green Team, a select group of individuals specializing in leadership, motivational and team-building skills.

Editorial Assistant

Confidential, Horsham, PA


  • Identified sources, conducted interviews, and authored several published articles for Public HR, a monthly magazine.
  • Wrote and edited two primary sections of the magazine.
  • Collaborated on launch of premiere issue.

Sales Supervisor

Confidential, King of Prussia, PA


  • Developed and conducted product training for two stores.
  • Coached and trained sales personnel.
  • Earned certifications from company for sales expertise.
  • Regularly exceeded sales goals set by managers.

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