123 Elm Street • Miami, FL 33183 • H (305) 555-5555 • C (305)444-4444 • email@example.com
EFFECTIVE HELP DESK MANAGEMENT
Talented and tech-savvy information technology specialist with demonstrated success in providing comprehensive support for network
connectivity, applications, hardware, and operating systems for business-critical technologies. Process innovator with a track record of
developing value-added tools and procedures that improve service quality. Outstanding troubleshooter with the ability to quickly
diagnose and resolve both small and large scale systems issues.
Core competencies include:
• Network & Systems Administration • Network Security
• LAN & WAN Implementation • User Support & Training
• Systems Deployments & Integration • Vendor & Contract Management
• Technical & User Documentation • Staff Training & Supervision
HELP DESK LEADERSHIP
ABC INTERNATIONAL, Miami, FL
Help Desk Manager / Systems Technician (20xx – 20xx): Managed thousands of installations, upgrades, and deployments for
Windows-based and Mac-based networks. Supported numerous government facilities across Florida. Configured existing networks,
providing data transfers and imaging services. Implemented Active Directory for migration from NT Server to Windows 2000 Servers.
Trained new employees in daily operations.
Contributed to research and implementation of help desk database.
Chosen from IT Department to develop and establish help desk operations.
Selected to serve as one of top ten Dell service providers in U.S.
BCD SYSTEMS, Miami, FL
Help Desk Manager (20xx – 20xx): Organized and developed the company's first centralized help desk, supporting 3,000 users in a
mutual fund and investment firm with offices worldwide. Devised and programmed a help desk automation system with the Remedy
Action Request application to track, monitor, and report on all support and task activities. Provided support services for all company
systems and networks, including all PC desktop applications and stock market systems such as Market Vision, Bridge, Reuters, and
Bloomberg. Supported internally developed interfaces to MFI and DST, company-developed mutual fund management applications for
SEC compliance and reporting, correspondence management, enterprise-wide e-mail, and user data management tools such as
Access, FoxPro, and Paradox. Built up, maintained, and supervised help desk staff. Scheduled and managed ten support analysts.
Served on the Service Level Assurance Committee; interacted with IT and user groups to involve the user community in setting
service and support objectives and activities.
Established and documented the first company-wide service level goals, help desk procedures, policies, and requirements.
Performed and oversaw all analysts' training, performance evaluations, and career development planning.
TECHNICAL: POSSESS BACHELOR’S DEGREE IN COMPUTER SCIENCE FROM XYZ UNIVERSITY, MIAMI, FL, 20XX
Certifications: Microsoft Certified Professional (MCP), Certified Networking Specialist, Certified Network Cabling
OS/Platforms: Linux, MS Windows 2000/XP/2003, NetBSD, Novell, UNIX
Applications/Tools: Apache Web Server, Adobe Photoshop, Citrix MetaFrame, IIS, Macromedia Dreamweaver, MS Exchange
Server, MS Office, MS SQL Server, MySQL, MS Terminal Services, MS Remote Desktop Client,
PCAnywhere, Norton Corporate AntiVirus, Trend Micro AntiVirus, VMware
Hardware: PC and Mac based servers and workstations