123 Elm Street, Miami, FL 33183, 305-555-5555, firstname.lastname@example.org
of providing fast problem determination and thorough analysis.
Proven ability to provide clear answers to non-technical
customer questions and implement process improvements. Superior
customer service skills with ability to balance technical
support with interpersonal rapport.
SKILLED HELP DESK TECHNICIAN
ABC Systems, Miami, FL
Help Desk Technician, 20xx -
Play an integral role in communication
information systems integrity and reliability in support of
3,000 users. Maintain NIPR, SIPR, and Centrix systems across a
multi-national user population and respond to rapid notification
and VIP issues. Advise users and information management users on
proper hardware/software utilization, installation, and user
permissions. Update anti-virus and confirm software applications
authorizations in adherence to organizational protocols. Perform
remote installations, manage workstations, switch connectivity
tests, and set up Cisco VoIP phones.
Selected to teach comprehensive
information management officer classes on the basics of
Active Directory. Delivered classes on hard drive cleanup,
software and printer troubleshooting, mapping drives, and
Minimized user downtime and resolved
issues immediately during an upgrade from Office 2003 to
2007. Played a key role in the upgrade to Internet Explorer
Provided users with comprehensive
trainings on uses of Outlook and Word applications.
Recognized for professionalism,
excellence, and resourcefulness; immediately responded to
issues for the Four Star Multi-National Force Iraq
Commanding General and other top leaders across the
BCD Technologies, Miami, FL
Help Desk Technician, 20xx - 20xx
Novell and Windows NT operations support for US Customs and
Border Patrol's National Help Desk (NHD). Oversaw online support
and password management for DHS, UCS, and CBP employees,
including all field agents worldwide with over 50,000 end users,
VPN mobile users, and all field LAN administrators in the US and
foreign countries worldwide. Administered password security
using DynaComm Elite, cc:Mail, and cc:Remote password management
systems. Ensured users access to mainframe systems, e.g., TECS,
PICS, and access to the local area network (LAN/WAN). Provided
users with access to online training systems.
Furnished first, second, and
third tier technical and management support to field and
Monitored Novell servers for
ATS-Passenger, ATS-Narcotics, US-Visit production, Resmon
A-B Airline Reservation Systems, and 14 related
Ensured proper access for
150,000 users to the LAN/WAN.
Coordinated major issues with the
Situation Room and Communications Departments.
Effectively communicated major events
and VIP employee status to the Duty Officer.
Associate's Degree in Computer
Information Systems (Magna Cum Laude) 20XX, XYZ UNIVERSITY,
Operating System Concepts, Programming, Computer Networking,
Computer Science, Information Systems Security, Web Development,
Accounting, Business Administration
Proficient in MS Office, Crystal Reports,
Visio, Captivate, Siebel CRM, EIMS (Inventory Management),
Epicor (Vendor Order Management), Macromedia Dreamweaver,
Fireworks, Authorware, Adobe Photoshop, PageMaker, Eudora,
Meeting Maker, Cogix ViewsFlash/MySQL Database, Camtasia Studio,
Remedy Action Request, Symantec Client