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Helpdesk Manager Resume Profile

Bay Shore, NY


  • Strong technical knowledge and experience with current computer technology for Architecture, Engineering, Storage, Development and Support.
  • Ability to work in fast-paced, multi-tasking environments with a proven history of meeting multiple, competing and challenging deadlines.
  • Ability to set and maintain priorities while working toward and achieving desired goals
  • Strong analytical, communication and problem solving skills


Certifications: MCSE I, MCP for Windows NT4.0.

Active Directory: 2000, 2003, 2008.

Windows O/S: DOS, Windows 9X, Windows 2000, Windows XP, Windows Vista, 7, 8.

Server O/S: NT 4.0, Windows 2000, Windows 2003, 2008, and 2012 Server.

Citrix: MetaFrame 1.0, 1.8, Presentation Server 3.0, 4.0, and 4.6.

Email: Microsoft Exchange 5.0, 5.5 and 2003.

Databases: Microsoft SQL Server 2000, 2005, 2008, and 2012.

Microsoft Office: Office 2003, 2007, 2010, and 2013.

Antivirus/Security: Symantec Antivirus Corporate Edition. Symantec Endpoint Protection Cloud, Symantec Web Security, Symantec Mail Security, Brightmail Anti-spam, SurfControl/WebSense Web Filter, OpenDNS, RSA, Safeword.

Backup: Symantec Backup Exec 11, Symantec System Recovery, Esilo, Double-Take, Veritas Backup Exec, Tivoli Backup.

Virtualization: Microsoft HyperV, VMware 4.

Storage: Infortrend SAN and Synology.

Network/Telecom: Cisco, Avaya, Nortel Meridian phone system, Zeacom, RAD, ADTRAN

Misc: Blackberry Enterprise Server, Good Server, VNC, Avocent KVM, IP KVM, Kix32, WinZip, WinFax, Symantec PCAnywhere.



Helpdesk Manager

  • Obtain and manage telecommunication contracts for Headquarters, warehouse, and showroom locations.
  • Manage and maintain Microsoft SQL Servers.
  • Build, configure, and manage Microsoft Windows servers.
  • Build and maintain disaster recovery site and servers.
  • Manage and maintain Citrix server farms.
  • Upgraded all workstations enterprise wide to Microsoft Windows 7 and Windows 8.1. 220 workstations
  • Manage cell phone contract and network.
  • Manage corporate wide network and WAN.
  • Implement and manage ISCSI SAN.
  • Manage and maintain Avaya phone systems, and Zeacom call center solutions.
  • Oversee helpdesk department. Manage helpdesk tickets and end-user issues.


Server Engineer

  • Managed and maintained Microsoft SQL Servers.
  • Built and configured Microsoft Windows servers.
  • Built and administered Enterprise wide banking applications.
  • Built and maintained disaster recovery site and servers.
  • Built, managed, and maintained WebSense 7.1 web and email filtering.
  • Managed network printers and digital senders.


IT Manager

  • Maintained and administered all aspects of information technology corporate wide including Active Directory and Microsoft Exchange 2003.
  • Purchased and implemented new domain controller, DNS, WINS, DHCP, and WSUS server.
  • Implemented new twin broadband router.
  • Implemented WAN VPN for remote office.
  • Updated Antivirus and Backup Exec.
  • Resolved end users software, hardware, and other technical issues.
  • Updated Accpac accounting software from 5.2 to 5.4.


Senior Network Administrator

  • Implemented and administered Corporate Citrix MetaFrame Farms.
  • Implemented and administered File/Print servers, Domain Controllers, Wins servers, DHCP server, Microsoft Exchange 5.5 servers and various application servers.
  • Administered and maintained over 50 Servers throughout company.
  • Upgraded and rolled out over 200 computers within the home office.
  • Assisted in the configuration and roll out of over 2200 Windows Based Terminals and 700 Network printers in the stores and warehouses.
  • Assisted in installation of Core Network switch and edge switches, wiring, wiring closets.
  • Installed and administered RSA and Safeword 2 form factor authentication servers.
  • Installed and administered Symantec Antivirus Enterprise 9.0, Symantec Web Security, and Symantec Mail Security 4.1 with Brightmail Antispam.
  • Priced, evaluated, and procured PC's, servers, networking equipment, printers, SANS, and software.
  • Supported and maintained Corporate LAN and WAN Frame Relay.
  • Resolved technical calls from associates in the Home Office, stores, warehouses, and business partners as needed.
  • Administered Goodlink messaging server and Treo650, 750 SmartPhones.
  • Administered Symantec Backup Exec 11 backup server.
  • Administered Dot Hill San and Qlogic fibre switches.

Quality Assurance Associate


  • Tested and documented revisions to the corporate retail system.
  • Resolved software related calls from associates in the Home Office, stores, and warehouses.


Systems Administrator

  • Implemented and administered Corporate Citrix MetaFrame Farms.
  • Implemented and administered File/Print servers, Domain Controllers, Wins servers, DHCP server, Microsoft Exchange 2003 servers and various application servers.
  • Implemented and administered VMware servers.
  • Administered and maintained Blackberry Enterprise Server.
  • Administered Safeword 2 form factor authentication servers.
  • Resolved technical calls enterprise wide.

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