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It Helpdesk Manager Resume


Honorable discharged IT professional with an active secret security clearance. Mission focused candidate with both A+ and Security+ . Experienced helpdesk technician and manager committed to proficient troubleshooting within or below articulated resolution goal. A cross - functional team member capable of effectively interfacing with staff and customers-clients to provide excellent customer service, and a work environment conducive to productivity.


  • Install, Configure and Troubleshoot
  • Oracle
  • Install Configure, and Maintain
  • Window 98/XP/Vista/ Windows 7
  • Networking
  • Microsoft Word, Excel, Access, PowerPoint, Outlook, MS Exchange
  • Remedy/GWI
  • Citrix/Unix
  • Dame Ware
  • Blackberry technician



IT Helpdesk Manager


  • Responsible for managing the Help Desk supporting global staff and field personnel.
  • Responsible for managing and supervising the daily operations of the Help Desk.
  • Provides and participates in hands on expertise and resolution on a regular basis as well as managing the Help Desk group, and served as the escalation point for the group.
  • Coordinates help desk support operations with IT support teams of engineers, administrators, and managers in all offices worldwide managing the implementation of help desk related service level agreement SLA in compliance with industry standards to allow these teams to support external customers.
  • Plans, develops and implements new support policies and procedures by establishing company-wide help desk systems and processes for managing and tracking to provide trend analysis and ticket reporting to management.
  • Conducts periodic performance evaluations and annual personnel reviews for staff members.
  • Coordinate with staff, end users, and department managers to determine requirements for new or modified software and hardware and planned and executed a worldwide laptop replacement.
  • Identifies opportunities and developed productivity support tools to align with the company’s business requirements. Support tools included desktop operating systems; PC, laptop, and server applications; telecommunication support; e-mail, calendaring and handheld platforms; office automation tools; Intranet and video teleconferencing support solutions and remote user support.
  • Created long term strategies for growth and preservation and career development plans of the help desk group members by providing the staff with additional and resources.
  • Reviews reports of computer and peripheral equipment production, malfunction, and maintenance to determine costs and impact.
  • Assists in the implementation of physical asset tracking procedures using office automation software and bar coding hardware.
  • Assists in documenting existing productivity systems architecture and recommended changes for management review including disaster recovery and business continuity efforts.


Lead Help Desk Support


  • Overseen all daily operations and functions of a high volume Desktop Support/Help desk section with a customer base of 600+ users.
  • Manage over 250 International and Domestic Blackberry user accounts.
  • Manage user accounts for over 500 users.
  • Accountable for over 500,000 dollars in equipment.
  • Supervise 10 personnel in an IT help desk environment.
  • Manage and assign remedy tickets to other departments and personnel.
  • Created and supervise a system for life-cycle replacement of over 1150 systems (laptops and desktops).
  • Create, delete and modify accounts and computers in Active Directory.
  • Experience in supporting, implementing and administering networks such as Microsoft Windows. Active Directory.
  • Monitor bi-weekly IAVA scan list resulting in continuous operability on local and wireless area networks.

Confidential, Fort Benning, GA

Information Technology Manager


  • Responsible for maintaining IT infrastructure including server hardware, VMware environment, data storage, switching and routing, backups, email, firewall, spam filtering, AV, VPN, mobile devices, VOIP systems, network monitoring, and all Microsoft technologies.
  • Analyzed and troubleshoot on an advanced level, performance of SAN-backed VMware ESX infrastructure to determine proper allocation of resources to a multi-department user population with widely varying needs.
  • Developed, tested, and maintained a disaster recovery plan for critical VMs and application data.
  • Managed a (LAN) Network Security System for over 200 users.
  • Supervised 15 personnel in an IT help desk environment.
  • Provided escalated support to an environment with over 500 users.
  • Created and supervised a system for life-cycle replacement of over 1150 systems (laptops and desktops).
  • Managed user account for over 500 user serving in a combative environment
  • Conducted and assisted in over 150 VTC (video teleconference) overseas both Classified and Unclassified.
  • Assisted and managed over 200 Blackberry user accounts.
  • Created a user trouble ticketing system that raised customer service satisfactory rate by 60%.
  • Assisted six personnel in completion of their CompTia A+, by conducted study session and testing centers.
  • Directly involved in the migration from Windows Vista to Windows 7 of over 150 systems.
  • Directly involved in the upgrade of Blackberry transition between carriers.


Information Technology Senior Analyst


  • Monitored and trained new employees.
  • Directed the transition of domain and IP space for the Confidential network.
  • Responded to escalated incidents from tickets or phone inquiries for VIP staff.
  • Provided desk side support for a customer base of 14,000 users.
  • Created, deleted and modified accounts and computers in Active Directory.
  • Imaged and configured desktops, VPN’s and stand-alone Systems.
  • Assigned tickets to other IT department personnel.
  • Configured email accounts, calendars and contacts on to Blackberry devices.
  • Created and configured network and direct connect printer cues.
  • Consolidated and transferred user data and applications from PC to PC.
  • Collaborated with other department and technical staff to resolve issues.

Confidential, Fort Lee, VA

Information Technology Section Manager


  • Established trouble ticket system which improved work order organization and section work output by 25%.
  • Oversaw all daily operations and functions of a high volume Desktop Support/Help desk section with a customer base of 600+ users.
  • Added and terminated users.
  • Assigned rights and privileges for users.
  • Reset passwords for users.
  • Directly involved in the successful deployment of the Windows 7 migration of over 400 laptops, 500 desktops and 30 VPN systems.
  • Performed system backups and restores.
  • Monitored and compiled weekly information and reported to senior management.
  • Planned and lead sessions for end users and new automation representatives.
  • Experience in supporting, implementing and administering networks such as Microsoft Windows. Active Directory.
  • Compiles and maintains monthly reports of end user documents and status.
  • Processed over 250 user Email accounts which improved the organizations production by 33%.
  • Monitoredbi weekly IAVA scan list resulting in continuous operability on local and wireless area networks.
  • Monthly written and verbal evaluations for an assigned staff.
  • Accountable of over $500,000 of computers and computer related equipment.
  • Upgraded, installedand troubleshot networks, networked hardware and software.
  • Resolved client issues with hardware maintenance, installations and upgrades.
  • Tracked progress of special projects.
  • Maintained help desk tickets/ resolutions as well as equipment inventory.
  • Recommended and scheduled repairs to the LAN/WAN.
  • Issued internal and external written notifications in association with customers’ accounts.
  • Managed as many 10 helpdesk technicians, ensured ultimate work performance and professional customer service.

Confidential, TX

IT Helpdesk Support Technician


  • Troubleshot, diagnosed and corrected internet connectivity and computer issues via phone and in person.
  • Utilized Remedy ticketing system to complete work orders.
  • Assisted customers with setting up, configuring and installing LAN/WAN, Windows 98/XP/Vista.
  • Supported the day to day delivery of IT products and services.
  • Maintained inventory of equipment and parts as well as documentation of vendor activities.
  • Experience in diagnosing and troubleshooting Windows systems.
  • Performed preventative as well as routine maintenance of computer systems.
  • Identified, repaired or replaced computer equipment.
  • Configured network printers, digital senders, and fax machines.
  • Hands on interaction with several models of laptops, desktops, tough books and stand alone systems.
  • Located and gathered user and computer related information in order to create spreadsheets for tracking.

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