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Helpdesk Manager Resume Example

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HELPDESK MANAGER
Summary
An experienced IT professional with a background in Customer Services, Help Desk, Desktop Support, Database administration Support, Computer Operator, and Communications Technician.Served as a client contact for data processing output, network, and /or application support, provided support to diagnose and correct client problems relating to hardware, provided first level support to end users, used diagnostic tools to troubleshoot network problems, interact with LAN Administrators regarding hubs and routers upgrades for department expansions and rollouts, and maintain networks to ensure user connectivity to hubs and routers, provided uninterrupted services and assist branches for equipment outages, communication servers, and customer service.
Experience
05/2014 to Current
Helpdesk ManagerConsult America Inc － Vienna, VA​
  • Identifying, researching, and solving technical problems.
  • Responding to telephone calls, email and personnel requests for support.
  • Documenting, tracking and monitoring the problem to ensure a timely resolution.
  • Logging and tracking calls in a timely manner using ticketing system Service Now and maintains history records and related problem documentation.
  • Processing computer hardware, computer system access, and access change requests for associates.
  • Helping with computer related issues and any issues that may come up regarding User setting up, logging in and connecting to our web based applications and software products used in the organization.
  • Playing Role as a L1 Technical Associate with the Service Desk.
  • Granting Permissions and Assigning Different Screens as per requests placed by the Users accounts as per the request placed.
  • Removing Password Violations and Inventories from the User Accounts.
  • Resetting Passwords for the User Accounts.
  • MS Exchange Server (E2K and Exchange 5.5) is used as the mailing servers with Outlook 2000.
  • Removing the Suspensions from the Suspended User Accounts.
  • Environments Windows 7, XP, Active Directory, Microsoft Office Suite, RDP, Service Now Ticketing System.
04/2012 to 03/2014
Helpdesk CoordinatorUS ARMY -Mission Essential Personnel － Afghanistan
  • Served as a Mission Essential Personnel for US Troops deployed in Afghanistan, performing the following duties:.
  • Maintaining Clients servers (monitoring alerts and troubleshooting for windows servers).
  • Adding/Removing/Modifying Creating the User Accounts.
  • Maintaining Clients Active directory and Exchange servers.
  • Worked on CONNECTED backup tool doing backup for the customer's data on their laptops remotely.
  • Granting Permissions and Assigning Different Screens as per requests placed by the Users accounts \.
  • Removing Password Violations and Inventories from the User Accounts.
  • Removing the Suspensions from the Suspended User Accounts.
  • Resetting Passwords for the User Accounts.
  • Troubleshooting users' application and system issues.
  • Troubleshooting system hardware and software issues and VPN issues.
  • Knowledge of SERVICE NOW the Latest Tool for helpdesk documentation.
  • Granting Permissions and Assigning Different Screens as per requests placed by the Users accounts.
  • Removing Password Violations and Inventories from the User Accounts.
  • Removing the Suspensions from the Suspended User Accounts.
  • Resetting Passwords for the User Accounts.
  • MS Exchange Server (E2K and Exchange 5.5) is used as the mailing servers with Outlook 2000.
02/2009 to Current
Helpdesk AssistantThunder Engineering and Constructions － Kabul, Afghanistan
  • Thunder engineering & construction, KABUL-AFGHANISTAN Monitor service desk for trouble tickets.
  • Manage Shoretel platforms for customers.
  • Build servers, and configure desktops and laptops.
  • Physically install cable for networks, computers, jacks, and patch panels for server rooms.
  • Used Tigerpaw software to manage cases and clients.
  • Use Kaseya software to remotely monitor machines.
  • Deployed Touchdown e-mail client to company IOS & Android devices.
  • Provided desktop technical support for remote personnel.
  • Diagnosed and resolved network issues.
  • Wrote tickets for Tier 2 technical support issues using Remedy software.
  • Used Salesforce to create cases for caller issues.
  • Troubleshooting users' application and system issues.
  • Troubleshooting system hardware and software issues and VPN issues.
Education and Training
Bachelors Degree: Database ManagementNOVA community collegeDatabase Management
Skills
Active Directory, Agile, AS 400, Automation, backup, BI, cable, computer hardware, hardware, client, Clients, Customer Services, customer service, data processing, Database administration, Databases, database, desktops, documentation, e-mail, email, ETL, Help Desk, HP, hubs, IBM, DB2, LAN, laptops, Linux7.2, Logging, mailing, Mainframe, access, EXCEL, Exchange, Exchange 5.5, MS Exchange Server, Microsoft Office Suite, MS Office Suite, Outlook 2000, Power Point, Windows 7, Windows, Word, network, networks, Operating Systems, Oracle, Personnel, QTP, Quality, researching, routers, SAP, Scrum, servers, Solaris2.8, SQL Server, System Integration, technical support, Desktop Support, Technician, telephone, troubleshoot, Troubleshooting, UNIX, upgrades, VPN
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Resume Overview

Companies Worked For:

  • Consult America Inc
  • US ARMY -Mission Essential Personnel
  • Thunder Engineering and Constructions

School Attended

  • NOVA community college

Job Titles Held:

  • Helpdesk Manager
  • Helpdesk Coordinator
  • Helpdesk Assistant

Degrees

  • Bachelors Degree : Database Management

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