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Help Desk Resume

Harrisburg, PA

Career Summary

Have more than 7 year’s successful experience in solid computer skills, customer service and computer tech support. Recognized strengths in problem-solving and trouble-shooting. Implementing proactive systems and measures, also an effective team manager. Acknowledged as a strong collaborator with the ability to train, motivate and supervise fellow employees. Experienced in developing troubleshooting plans, conduct audits and variance analyses and maintain/update accurate inventories

Technical Abilities

Operating Systems:
Windows OS
Mac OS

XP and Windows 7
OS X 10.1 -10.4
Red Hat

Ticketing Software:
Service Desk Express/Service Now
Star (service ticketing and resolution)


Office Software:
Windows Office Suite
Lotus Notes/Domino Server


Spyware & Malware:
Working Knowledge of
All removal software

Active Directory
IBM Tivoli Enterprise Console
McAfee Endpoint Protection


Confidential, PA (2011-Current)

Position and Responsibilities
My position is Help Desk Agent with the responsibility of assisting and resolving issues clients may have with software and computer hardware.

  • Assist client with set up of proper software, spyware removal as well as Lotus Notes
  • Use of Citrix, Lotus Notes, Lotus Domino Server and Active Directory
  • Keep track of client’s software issues with ticketing software such as Service Desk Express

Confidential, Harrisburg, PA (2009-2011)
Position and Responsibilities
I was working for myself doing computer consulting as well as computer repair.

  • I would setup small wireless/wired networks.
  • Install and setup new pc as well as do computer upgrades
  • Remove malware and do pc tune ups

Confidential, Harrisburg, PA (2008-2009)

Position and Responsibilities
My position was Technology Information System Operation Manager. I managed 7 offices in Pennsylvania and Delaware. Entrusted to troubleshoot PC hardware issues in pre-P.O.S.T., installing/upgrading hardware, Servers and resolve security issues either onsite or remotely.

  • Quickly and effectively solving issues which were typically associated with hardware failure and removing virus infections both basic and advanced malware.
  • In charge of purchasing and placing orders of new computer and network equipment as well as negotiating with vendors.
  • On occasion travel to remote offices for onsite installations and/or repairs.
  • Create user accounts on Linux Server allowing access into our main office networks.
  • Use of Remedy Ticketing to track Client issues

Confidential, Harrisburg, PA (2005-2008)

Position and Responsibilities
My position was Counter Intelligence Agent. I effectively solved customer computer challenges. I worked with top industry standards in diagnostic software, network and a wide range of command line virus scanners.

  • Successfully customize, tune-up, perform data rescue/backup and diagnose potential problems.
  • Recommend hardware, software, network and data backup solutions for customers including wired and wireless LAN/WAN configurations.
  • Offer solutions to client’s PC’s, networking and software issues for home or business.
  • Maintain quality control, client satisfaction records; consistently seeking new ways to improve customer care.

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