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Senior Helpdesk Resume

4.00 Rating

Largo, MD


  • DNS - DHCP
  • Systems Installation
  • Windows/OS X/Linux
  • Big Fix \ IBM
  • Service Now/Remedy
  • Servers Platforms 03/12
  • Active Directory
  • Network Infrastructure
  • McAfee / BitLocker Encryp
  • Hardware Repair
  • Mobile Devices



Senior Helpdesk


  • Enters, assigns and tracks service requests in the on-line work-order system. Refers service issues to IT management. Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and
  • Enterprise system software. Provides professional, courteous, prompt and accurate support and solutions to users. Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies. Properly documents problem ticket into on-line Help Desk System. Assists other IT technical staff in providing users feedbacks and user statistics.
  • Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures. Updates Help Desk database information.


IT Specialist


  • Responsible for installation, configuration, troubleshooting, support and maintenance of PC hardware and peripherals including desktop computers, laptop computers, scanners, modems, and a variety of networked printers. Setup and configured Lotus Notes 6.5, properly created and moved ID files, reset passwords, and performed data migration. Provided permissions for additional user access for calendars, inbox, and address books. Archived emails. Reviewed tickets to assure accuracy and efficiency. Bit locker encryption and MBAM client is what we support here for encryptions on the windows machines. Symantec endpoint protection is the antivirus firewall used to manage our workstations and provide security. Big Fix is what we use for remote control patching and management. Added each imaged computer to our network database via Active Directory. Provided customer assistance with routine inquiries and problems such as software, hardware and network operations. SCCM was the imaging software we used for imaging workstations. Conducted quality assurance monitoring for users as well as adherence monitoring of governments regulations. Supporting VPs and doing more of premiere support. Users that we support here are up to 2,000+ users.


Systems Engineer/ IT Specialist


  • Provided technical support to customers on telephone, email and through tickets. Analyzed and troubleshoot software and hardware issues. Help customers identify and resolve issues pertaining to dial up configuration, web hosting, meeting set-ups.
  • Used Bigfix to send out patches and remote control access to software distributions on the operating systems used. Symantec was also used for the antivirus firewall for our machines. MBAM is the client that used to manage the bit locker admin encryptions, installed MBAM client by enabling and activating the
  • TPM through SCCM OSD task sequence. Create help desk documentation with step by step instructions on problem resolving techniques. Installed operating systems, software, antiviruses and patches. Sent tickets to appropriate departments utilizing ticket tracking systems. Utilized and managed MacAfee Servers and encryption. We supported over 2,500 users remote and desk side

Systems Engineer

Confidential, Alexandria VA


  • Maintained and supported computer systems. Supported a network of 500+ computers. The network consisted of Dell Servers, proprietary servers for communications recording and logging, time server, and a firewall Maintained user IP connections in multiple VLAN’s using a Telnet connection from a command line.
  • Updated and maintained network connections to Cisco router as needed for additional rooms, and other peripherals. Updated and maintained settings on Symphonic time server. The internal software was maintained via a web interface. The BIOS was updated using a serial connection and command-line procedures using a 3rd party program.
  • Updated BIOS and hardware (hard drives, RAM, etc.) on Dell servers. Manage iOS and Android mobile devices remotely using Mobile Iron, Exchange account profile access, monitoring, locking, suspending and wiping of such devices. Configure and support multitude of network printers, scanners, copiers and VTC (video teleconferencing) systems. Conduct interviews for potential employees.

Tier 2 - 3 Tech Support

Confidential, Largo, MD


  • Unlock users from their network accounts, add users into a specific group distribution list and extend users accounts using Active Directory Users and Computers. Authenticate users to the network wireless using Cisco Clean Access.
  • Delegate users email or network accounts using Omni e-Control support. Adding email accounts for Blackberry and iPod users. Installing Anti-Malware applications and updating them for staff or students. Remove malware
  • Trojans, viruses, worms and perform maintenance on infected desktops and laptops. Troubleshoot and remote into users’ desktops using UltraVNC or TeamViewer remote applications.
  • Reset or create passwords and pins using RSA SecurID upon request. Install Citrix clients for students and modify the plug-in to school set standards.
  • Install Extegrity Exam4 application into user’s laptops and instruct them how to submit a practice exam and register within the Exam4 database. Respond to request for technical assistance in person, by phone and email. Diagnose and resolve technical software issues.

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