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Service Desk Resume

Al Taqaddum, IraQ

Professional Summary

A dedicated and highly energetic person who thrives in pressure situations and can be counted
on when the going gets tough. Takes pride in providing creative direction and out of
the box thinking. Enjoys complex, multi faceted assignments where pulling
together a collaborative pool of skills is essential. Fosters a lively
and professional work environment and values commitment to
excellence, innovation, and customer service.

Achievements, Skills, and Abilities

  • Proven ability to diagnose, troubleshoot, and resolve technical problems
  • Quick learner with strong working knowledge of hardware, software, networking, operating systems, and security applications
  • Outstanding communication skills; demonstrated background working well with co-workers in one-on-one and group settings.
  • Superior analytical and problem-solving abilities, with track record(s) of improving operations.
  • Adept at articulating complex technical concepts to non-computer users.


8/08-9/09 Confidential, Al Taqaddum, Iraq
Service Desk - Grounding and Bonding / Task Force Safe Team Lead

  • Created, generated and completed STEAM service work orders via Maximo that are either emailed or received via the phone/radio
  • Performed duties that is required under the scope of our Operations & Maintenance SOP/DOP
  • Dispatched various support Trade elements to critical issues that required a resolution in 1HR.
  • Provided information to Site Managers and Project Lead
  • Provided weekly/monthly routine MS Excel reports and charts pertinent to the Service Desk work orders
  • Assisted the customer with questions relating to Service Work Orders, Technical Inspections and Preventative Maintenance SOR(s)
  • Created FAQ’s and How-To(s) for the Service Desk
  • Provided support via phone, face-to-face and radio
  • Lead the TEAM to 100% completion of all Service Work Orders for all P1(s)-high priority of 1hr completion time, P2(s)-2 day completion and P3(s)-low resolution of 14 days completion time
  • Trained customers and team members on MAXIMO or/and various Service Desk Tools
  • Managed the TASK FORCE SAFE SORS, Tracker and various reports
  • Provided hardware support on various office equipment, such as laptop issues, printing issues and various application issues that arise at the Service Desk
  • Created basic SQL queries
  • Maintained correct client/work order information via the STEAM/Maximo Database Application
  • Managed special projects that were assigned by management
  • Updated/Trained Team on various Technical Directive changes
  • Acted as a Back-up Service Desk Supervisor when supervisor was out-of-office

2/08–8/08 Confidential, Atlanta, GA
Senior - Lead Systems Field Technician

  • Provided user support to internal/external users
  • Re-imaged desktop/laptops with standard images
  • Provided quick response to tickets that are in the Teams ticketing queue
  • Recommended suitable hardware/software to meet user requirements
  • Wrote technical How-To(s) and FAQ(s)
  • Assisted in offices moves
  • Providing Blackberry support on various equipment
  • Maintained inventory of various equipment
  • Provided support on various applications within the company
  • Created and updated desktop/laptop images

3/06–2/08 Confidential, Covington, GA
Senior IT Field Support Technician

  • Provided hardware, software, and network support for all Pactiv Plant locations internal, external or remotely
  • Provided extensive Lotus Notes support
  • Part of the Lotus Notes R6.5 migration team
  • Migrated 600+ users from Lotus Notes 5.X to Lotus Notes 6.5
  • Proficient at installation and management of all Windows platforms
  • Supported the Southeast/Northeast Region
  • Multi-tasked between remote support and on-site support
  • Supported VMU(s) wireless handheld machines) that are located on Forklifts which communicate with various Access Points
  • Maintained inventory and asset management control
  • Re-imaged of computers with company specific software
  • Blackberry and Palm installation/support
  • Coordinated with corporate IT to roll out technology initiatives and to enforce IT policies, procedures and standards.
  • Was part of the Lotus Notes, Active Directory and Windows XP Migration Team
  • Configured and setup IP-Printing
  • Supported Linksys and NetGear Router connectivity
  • Setup Cisco VPN phones with the help of the WAN Team
  • Configured Phone accounts, such as voicemail, password, & specific phone settings via the Avaya/PBX system.

4/05-3/06 Confidential, Decatur, GA
Allied Holdings - Automotive
Lead Desktop Field-Support Technician

  • Created and updated Ghost images for Remote Locations
  • Took about an average of 20-30 calls a day
  • Supported Linksys and NetGear Router connectivity
  • Maintained inventory and asset management control
  • Supported Remote Users with Lotus Notes, Citrix, VPN, DSL, and TI issues
  • Re-imaged and configured local/remote user equipment such as various laptops/desktops, Thin Clients and Tablet PCs
  • Supported Remote users with VNC, PCAnywhere, and GoToMyPC
  • Blackberry and Palm installation

9/03-4/05 Confidential, Atlanta, GA
Lead Help Desk Analyst

  • Took about an average of 60-80 calls a day during high volume
  • Provided Remote Support to all Northwest Kaiser locations using SMS.
  • Solved Fiberlink, VPN, DSL, Lotus Notes, EPIC, MS Office, Mainframe, Citrix Metaframe and printer issues
  • Trained the team on the basic Lotus Notes troubleshooting tips.
  • Created various Technical Documentation on how-to solve Java issues, importing favorites, how-to check if a printer is connected to the network, Lotus Notes, MS Office and etc.

7/00 - 8/03 Confidential, Boston, MA
Desktop Support Technician III

  • Developed ZenWork and WinBatch packages
  • Tested environment for all new and upgraded applications
  • Third level tier support for 1000 users
  • Re-Imaged computers and laptops from cd images and server


  • Configured printers and computers using Novell
  • Supported all hardware/software related issues
  • Worked closely with telephone support & lan support to

activate data jack usage on the patch panel

  • Maintained inventory control
  • Was part of the Lotus Notes Migration project – 300 users
  • Provided extensive Lotus Notes support
  • Supported W98, NT4.0, W2K, XP machines
  • On-call and backup for after hours support
  • Created new images for the rollout of new pcs/laptops


Common Office Environment: Windows 2000/XP/VISTA/7

Email: Lotus Notes, Microsoft Outlook

MISC: Norton Anti-Virus, MacAfee, Symantec Norton Ghost, Microsoft Office 2007 & 2003, VNC, SMS, Various Remote Tools, Remedy, Citrix Metaframe, GoToMyPC, RightFax, SharePoint, VMware, STEAM (Maximo), Trend Micro Antivirus, PCAnywhere, Active Client, PureEdge, EPIC

Hardware: HP, DELL, Toshiba computer/laptop equipment. HP printers, Zebra printers, RF, linksys/netgear routers, VOIP phones, and wireless handheld scanners.

Associates Degree in Computer Network Management

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