123 Elm Street • Miami, FL 33183 • 305.555.5555 • firstname.lastname@example.org
IT SUPPORT ANALYST ♦ HELP DESK ANALYST
Veteran IT support professional offering more than ten years of exceptional client service combined with knowledge of a
variety of customized desktop and networking solutions for small and medium-sized businesses. Hardware expert with
extensive background in builds, upgrades, and troubleshooting. Highly effective help desk analyst proven effective
supporting software and connectivity issues remotely and on-site. Effective communicator who works well with technical
and non-technical team-members.
• System Builds & Installs • Relationship Management • User Support & Training
• Migrations & Deployments • Project Management • Security, Backup, & Recovery
• Hardware Repair & Upgrades • Troubleshooting • Vendor Contracts
Certification: CompTIA A+ IT Professional
OS/Platforms: MS Windows 9x/NT/2000/XP Professional and Home
Applications/Tools: MS Office Suite, Norton Anti-Virus, Anti-Spyware, Firewall, Surge Protection
Networking: Cat-5 Cabling, TCP/IP Protocols, Peer-to-Peer Networks
Hardware: PC-Based Desktops, Laptops, Printers, Scanners
ABC PROGRAMMING, Miami, FL 20xx to 20xx
Helpdesk Analyst: Installed and supported an 80-user network at 3M Corporation as a contracted resource. Set up,
configured, and deployed computer images for all new installations, resulting in significant costs and time savings.
Provided exceptional point-of-contact troubleshooting and issue resolution.
BCD SYSTEMS, INC., Miami, FL 20xx to 20xx
Help Desk Analyst: Monitored, diagnosed, and resolved issues with hardware, software, network connectivity, operating
systems, and the internal proprietary application using the Vision Agency management system. Administered and
supported mission-critical Microsoft platforms and applications. Provided chat, e-mail, and remote desktop service to
internal and contracted user groups. Tracked and addressed trended issues, and planned long-term resolution strategies for
chronic problems. Trained and mentored new hires and junior staff members.
Served as point of contact with Nationwide Insurance for developing service proof of concept model.
Successfully retained Nationwide as a client with high levels of professionalism and quality of service.
Selected to edit the client newsletter with a distribution of approximately 10,000.
Created the evaluation criteria and Web-based forms used to assess compatibility with Applied Systems
application service provider products.
Developed a suite of HTML-based forms used for diagnosing and tracking support issues.
Earned the Tech of the Month Award in August 20xx for exceptional performance.
A.A.S. in Computer Science & Business Management Science, XYZ College, Miami, FL (20xx)