It Help Desk Manager Resume Example

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(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

Capable IT Support Tech/ Junior Level Systems Admin experienced in helping with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Skilled at working alone and in a team environment to investigate and fix problems.

Able to respond to a wide range of challenges with a focused and creative approach. Highly effective at problem-solving and decision making. Offering excellent problem-solving, communication and multitasking abilities.


Knowledge/experience with Windows and Mac operating systems including IOS, as well as Active Directory, Exchange, Networking Fundamentals, Linux Systems,Windows Server Administration.

  • Documentation and reporting
  • New program installations
  • Hiring and training
  • Team management
  • Network configuration
  • Troubleshooting and diagnostics
  • Software upgrades
  • Application installations
  • Hardware upgrades
  • Service desk support
  • Technical troubleshooting
  • Hardware diagnosis
  • Software deployment
  • Excellent problem solving skills
  • Mentoring and training
  • Proficiency in TCP/IP protocols
  • Structural cabling infrastructure
  • Cisco switches
  • Firewalls and endpoint security
  • Data backups
  • Windows Server
  • VMware
  • AS/400 experience
Education and Training
College of Western Idaho Nampa, ID Expected in 05/2010 Associate of Applied Science : Network Administration - GPA :
Arete Associates Inc - IT Help Desk Manager
Longmont, CO, 08/2017 - Current
  • New employee account creation in Active directory/Exchange mailbox creation on-premises and in Office 365 online exchange/Azure environment.
  • Assignment of role level privileges for Security group, distribution groups, OU assignment, and Windows shares.
  • Inventory of IT resources desktop/ laptops and mobile devices.
  • Maintain data store backups utilizing tape media LTO5,7,8 in Veeam 9.7, Creating disk images for PC deployments.
  • Print server administration, and remote warehouse print management in IBM AS/400 CLI environment.
  • DarkTrace AI packet analysis administration.
  • Monitoring firewall and applying rule exceptions in PaloAlto PanOS and maintaining VPN role assignment for Western Power Sports 700+ employees.
  • DHCP maintenance applying rules, address leases and scope maintenance for corporate headquarter and remote warehouse infrastructure.
  • Managing Windows server 2012,2012R2 and Windows server 2016R2 in VSphere 6.7 virtual environment.
  • Administration of marketing/design and graphics department Mac infrastructure as well as all mobile Apple devices using Cisco Meraki's MDM management software.
  • VoIP phone system maintenance in Mitel 3300 phone system server and Mitel 5330e VoIP phone hardware programming and deployment.
  • Creating and updating Helpdesk tickets.
  • Assisting employees via Email, Phone, desk-side, and Remotely..
  • Kept aflexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
  • Consulted users to determine areas in need of improvement.
  • Planned, tested and supported high-availability infrastructures.
  • Submitted recommendations regarding infrastructure overhauls.
  • Improved job tasks and mentored junior team members on best practices and standards.
Apple Inc. - Genius
Costa Mesa, CA, 12/2011 - 08/2017
  • Lead mentor for technical training, and peer development.
  • Apple Desktop support Software/Hardware for business and personal use.
  • IOS supports Software/ Hardware for business and personal use.
  • Apple Certified hardware repair for Desktop and Mobile devices.
  • Assisted end-users with software and hardware troubleshooting to determine thecauses of system malfunction.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on anongoing basis.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
Teleperformance USA - Senior Adviser Supervisor/Manager
City, STATE, 04/2008 - 12/2011
  • Help Desk Support for Ipods/Itunes on Windows and Mac-based computers.
  • Troubleshooting Device Driver's and Software conflicts iTunes program on Windows and Mac-based computers.
  • System-wide troubleshooting of Mac OS X and Windows based PC's.
  • Executed new training initiative to improve skills and develop leaders from within.
  • Maintained open and professional team relationships to quickly identify and resolve issues.
  • Prepared, completed and processed customer account forms and database changes.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Quickstand Designs - IT Contractor
City, STATE, 10/2006 - 04/2008
  • Duties: Desktop PC/Laptop PC installation and troubleshooting, PC hardware and software installation.
  • Basic Small Business networking, including printer and peripheral set up.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Hardware upgrade and maintenance.
  • Contracts include Wells Fargo Banks, Washington Mutual banks.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • College Of Western Idaho AAS Network Administration Cume Laude Member of Phi Theta Kapa national honor society for academic excellence.

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Resume Overview

School Attended
  • College of Western Idaho
Job Titles Held:
  • IT Help Desk Manager
  • Genius
  • Senior Adviser Supervisor/Manager
  • IT Contractor
  • Associate of Applied Science