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Help Desk Support Technician Resume

Catonsville, MD


To acquire a position that will allow me to utilize my experience to benefit the company.


Software Center / Software center remote control / Microsoft Teams / Skye for business Server / Microsoft Office Packages 365, 2010 and earlier / Active Directory / Microsoft Exchange / ADP / E - Time Software / TCL Report Writing / Microsoft Share Point / Invue, Eclipse Software / Bomgar/ HEAT Ticketing / Service Manager Ticketing System/ RSA console/ Citrix XenApp manager / Attachmate / Microsoft Authenticator Admin / In-Contact Call & Chat Agent / Access Governance System /Citrix Gateway VPN / Citrix Receiver


Confidential, Catonsville, MD

Help Desk Support Technician


  • Provide first level support for internal users of all PC/Software related issues (50,000 + users)
  • Troubleshoot Windows XP, 7, 10 and Window Office packages 2010 / Office 365
  • Troubleshoot all internally used energy company related software packages
  • Utilized Active Directory to reset users and passwords
  • Troubleshoot mobile email issues on cellular devices
  • RSA Administration / Remote Access Issues
  • Dispatch issues to second level support teams

Confidential, Woodlawn, MD

Help Desk Support Technician


  • Provide support for desktop and laptop users
  • Track service calls using HEAT ticketing system
  • Image new workstations desktop/laptop using GHOST
  • Troubleshoot Windows Vista, 7, and Window Office packages
  • Provide technical support via phone, email or in person
  • Utilized Active Directory to setup/configure/reset users and passwords
  • Utilized Microsoft Exchange Management Console for email configurations
  • Provided Hardware support on HP desktop as well as peripherals
  • Installed/configure/troubleshoot local and network printers

Confidential, Millersville, MD

Helpdesk Technician


  • Provided technical support for approximately 350 shops remotely
  • Maintained contact informational database using ACT2010 software
  • Provided remote support using Bomgar software
  • Tracked daily calls using Tele Support Help Desk 4.1

Confidential, Baltimore, MD

I.T. System Administrator


  • Provided support for 75 local and 300 remote desktop and laptop users
  • Install/configure/troubleshoot software/hardware for desktop/laptop/printers
  • Install/configure/troubleshoot Windows 2000/XP/Vista
  • Install/configure/troubleshoot Microsoft Office 98/2003/2007
  • Provide technical support remotely via phone, email or remote support program
  • Administered training and support for on - line meetings and training sessions
  • Utilized Active Directory to setup/configure/reset users and passwords
  • Install/configure/troubleshoot users email using Microsoft Outlook
  • Installed/configure/troubleshoot local and network printers, copiers, scanners and faxes
  • Utilized Microsoft SharePoint to Configure and Maintain company Intranet Site
  • Utilized Proprietary software to write user requested reports to assist in information gathering and analysis

Confidential, Sparks, MD

Accounts Payable Administrator


  • Invoice Payment Processing / Daily logging of accounts payable activity
  • Resolving customer issues (Internal and External)
  • Monthly payable accruals / Monthly account reconciliation’s with General Ledger
  • Resolving past due accounts / Tracking un-cashed checks
  • Posting vouchers for Payment / Inter-Company billing reconciliation

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