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Helpdesk Analyst Resume Profile

Mason, OH

Information Technology Professional

Over 12 years of proven experience in helpdesk and systems administration in small to medium sized business information technology infrastructures. Specializing in desktop security and performance maintenance.

Professional Skillset

  • Tier 1 technical support
  • Exchange Server 2003 - 2008
  • Design and administer Active Directory
  • Microsoft System Center administration
  • SQL Server administration
  • Small group communication
  • Microsoft Sever administration 2000 2008
  • Windows desktop administration and helpdesk support.
  • DHCP,DNS management
  • Asset management
  • System performance monitoring and optimization
  • Network administration
  • Citrix Server administration
  • Help Desk Support
  • In the field break fix technician
  • Patch and security management
  • Workplace diversity
  • SharePoint administration
  • Black Berry enterprise server administration
  • Remote deployment and management
  • Data security procedure analysis
  • Data environment engineering by planning and collaborating in all aspects of system design
  • SIP Communications Management

Professional History:


Helpdesk Analyst

Basic User Services Administration

  • User management
  • Password Unlock and reset
  • Virtual Desktop Management
  • VPN Installation and Troubleshooting
  • Mainframe AS400 Account management
  • Print Job Management
  • SIP / VOIP application management
  • Email Troubleshooting and user Management
  • SharePoint Services
  • Software and Desktop troubleshooting

Incident Resolution

  • Addresses and resolves basic incidents and requests logs all incidents and requests engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Familiar with SDM12
  • Familiar with Current incarnation of Remedy Ticketing system

Other Duties

  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude. Hardware and software troubleshooting.
  • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
  • Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.

Systems Administrator.

Active Directory Administration

  • User management
  • Domain configuration
  • Domain security management

SMS / SCCM Administration

  • Utilize the push application Feature in SCCM to remotely install proprietary and COTS applications over the network.
  • Asset management and remote configuration

Junior SQL Server Administration

  • Troubleshooting As it pertained to SCCM / TMG / WSUS
  • Customized queries for SCCM

Junior Citrix Presentation Administrator

  • Client administration / troubleshooting
  • Remote client installation using SCCM / SMS
  • Application publishing / troubleshooting
  • High availability troubleshooting and administration
  • Active Directory integration
  • Access control configuration TMG/ ISA

Assignment : Upgrade from Microsoft SMS to Microsoft System Center Computer Management SCCM

Assignment : Manage and streamline the patch management system and Active Directory permissions to be more efficient

Assignment : Establish and create links to an external domain for future projects that required logical segregation

  • Assignment : install and configure the Microsoft Threat management Gateway

Professional History


Windows Administrator.

  • Assignment : Maintain and administer messaging services for R L :
  • Assignment: Install and configure the Microsoft ISA 2006 gateway server for remote access and controlled network resource usage.
  • Assignment : Maintain and administer offsite and other Roberts Family business sites
  • Assignment : Manage and streamline the patch management system and Active Directory permissions to be more efficient
  • IMT Department.Technical Support for onsite and business partners.
  • Remote Microsoft Exchange messaging services
  • Email and calendaring services
  • Access and resources management
  • Smartphone services and troubleshooting

Systems Administrator.

  • Maintain networked devices
  • Maintain Systems and peripheral devices for DHL Express in support of their Freight handling operation.
  • Support the network administration efforts for the Windows 2003 server network. Build servers for generalized I.T. tasks, troubleshoot errors, and administer user and computer account. Onsitesoftware installation, inventory management,Tier 1 desktop support, and hardware installation / maintenance.

Systems Administrator.

  • Active Directory / Exchange administration
  • Desktop network security analysis and vulnerability management.
  • Desktop messaging and remote access administration

Systems Administrator

  • Active Directory / exchange administration
  • Perimeter and internal network protection.
  • Antivirus protection
  • Desktop network security and asset protection.

Sr. Systems Administrator

  • Maintain center wide enterprise network operations
  • Desktop network security and asset protection.
  • Meeting Maker and Microsoft Exchange administration
  • Center-wide antivirus protection utilizing ePolicy Orchestrator from McAfee:

NT Systems Administrator, Jr.

  • Maintain local computer systems at learning center on campus
  • Desktop network security and asset protection.
  • Schedule remote learning instances
  • Desktop support
  • Human resources domain backup administrator
  • Backup and recovery

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