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Help Desk Technician Resume

Upper Marlboro, MD


Systems: Mac OS, Windows XP/ Vista/ Win 7

Databases: Service Desk

Hardware: IBM - Compatible PC’s, Apple Macintosh, Dell PC’s / Laptops, Projectors

Software: Microsoft Office Suite, Norton Ghost


  • Knowledge and skill of (Customer Service, Professional Presentation, Inventory Control, HVU-HUD Training Database, Project Management).
  • Knowledge of computer hardware and software.
  • Knowledge of principles and processes for providing customer and personal services.
  • Time Management skills, Problem Solving and Computer Proficiency skills, Follow-up skills, verbal and written communication skills, Troubleshooting skills, Typing Skills (40 word per minute), Team Player and Self-motivated.


Confidential, Upper Marlboro, MD

Help Desk Technician


  • Installed and performed minor repairs to hardware and peripheral equipment.
  • Analyzed and diagnosed customer’s computers that needed repair.
  • Applied critical thinking and basic knowledge to identify problems to customer’s computers.
  • Detected and eliminated viruses, malware and spyware.
  • Installed various software and operating systems.
  • Backed up customer’s files.
  • Replaced and installed various hardware.


Help Desk Technician


  • Reviewed the service desk system for tickets for upcoming meetings which required the use of laptops, projectors, and other equipment.
  • Set up laptops and projectors for official meetings for managerial staff, directors, and top HUD officials.
  • Set up, operated, maintained and repaired equipment used to enhance live events such as laptops and projectors.
  • Provided technical support for teleconferences, webinars and distance-learning classes.
  • Supported in the installing of scanners, printers, and Multi Functional Device’s to customer’s PC’s.
  • Monitored service desk for incoming/outgoing tickets on a daily basis.
  • Ensured that service tickets were responded to in a timely manner.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Assisted with installation and the relocation of IT workstations, servers, peripherals and networks.
  • Restored network access to customers who required port resets.
  • Ensured all personnel had network connectivity.
  • Installed various drivers for printer modules.
  • Answered user inquiries regarding computer software or hardware operation to resolve problems.
  • Maintained records of problems and remedial actions taken, or installation activities.
  • Facilitates preparation and distribution of IT equipment including PCs, laptops, and smart phones.
  • Installed, imaged, configured, upgraded, and maintained computers, printers, and peripherals.
  • Technical Refresh
  • Movement of IT equipment
  • Maintained integrity of ownership
  • Shipped IT equipment from Headquarters to Field Offices using UPS
  • Prepared IT equipment to be excessed
  • Secured computers and assets to prevent theft, damage and accidents.

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