Help Desk Administrator Resume Sample
Ashly Mertz
1948 Dorthy Meadows,
New York,
NY
+1 (555) 457 3315
Work Experience
Help Desk Administrator
05/2017
-
PRESENT
Detroit, MI
- Help Desk Tier 2 Support: Provide technical assistance to all SDMS users. Supports multiple software versions, training, warrant and maintenance of applications deployed by the ARC
- Troubleshoot and resolve software application and/or hardware issues elevated from Tier 1 Help Desk
- Help Desk Tier 3 Support: Provide technical assistance to all SDMS users. Supports multiple software versions, training, warrant and maintenance of applications deployed by the ARC
- Troubleshoot and resolve complex hardware and Operating System software issues
- Provide support and assistance to Tier 2 Help Desk on application software and/or hardware beyond basic support normally provided at a Tier 1 level
- Using/Troubleshooting MS Office Products(O365/Office 2007/2010)
- Using/Troubleshooting/Imaging Windows Environment (XP/Win7/Win8/Win10)
Senior Help Desk Administrator
10/2014
-
04/2017
San Francisco, CA
- User setup/management/mailbox migration using Active Directory/Exchange(2007/2010)
- Liaising with service providers and supply vendors for purchases
- Strong interpersonal skills and the ability to work and communicate well with a diverse user community
- Strong service orientation with attention to detail and empathy for end users
- Strong team player able to work effectively with cross functional IT teams and willingness to take the initiative to address problems without hesitation
- Write clearly and concisely for different audiences
- Strong organizational skills; able to multi-task and prioritize independently
- Technical background to resolve, prioritize, and assign calls as necessary to others
- Experience in using Microsoft Office and common reporting and analytical tools
IT Help Desk Administrator Level
07/2010
-
07/2014
Dallas, TX
- Resolve incoming support requests via office visit, telephone, and e-mail in a prompt, effective and courteous manner. Customers include local, remote, and field / roaming users
- Assist end-users with support issues, spanning
- Dell laptop & desktop hardware
- Windows 7/10 and Office 2013/2016 software
- Cisco phone system
- Apple and other mobile device platforms
- Printers and network copiers
- Coordinate with other IT support team members for escalation and assistance of more critical or complex issues
- Maintain and execute recurring maintenance for hardware and software solutions
Education
University of Kansas - Edwards Campus
2006 - 2010
Bachelor's Degree in Computer Science
Professional Skills
- Excellent customer service skills, operating with a strong sense of urgency
- Strong attention to detail and organizational skills including the ability to manage multiple projects
- Good planning and organisation skills and the ability to prioritise own workload efficiently
- Excellent problem solving and analytical skills, ability to troubleshoot and resolve or triage problems
- Multi-task and demonstrate problem solving skills
- Thorough record keeping and documentation skills, including technical documentation of processes; documenting code; inventory, project, task, and time tracking
- Proficient in trouble-shooting and problem solving skills
How to write Help Desk Administrator Resume
Help Desk Administrator role is responsible for customer, purchasing, training, database, mac, security, planning, reporting, research, digital.
To write great resume for help desk administrator job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Help Desk Administrator Resume
The section contact information is important in your help desk administrator resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Help Desk Administrator Resume
The section work experience is an essential part of your help desk administrator resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous help desk administrator responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular help desk administrator position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Help Desk Administrator resume experience can include:
- Strong communication skills both verbal and written and the ability to liaise effectively within and outside the organisation
- Possess good understanding of networking technologies, software firewall, DNS, DHCP, FTP, PING, NSLOOKUP, MPLS
- Good understanding of basic networking, Wi-Fi and VPN technologies
- Experience authoring system documentation including SOPs, knowledgebase articles, as-built guides
- Experience working in IT support/administration
- Receive, evaluate and prioritize incoming user requests and trouble tickets for assistance with hardware, software and websites
Education on a Help Desk Administrator Resume
Make sure to make education a priority on your help desk administrator resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your help desk administrator experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Help Desk Administrator Resume
When listing skills on your help desk administrator resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical help desk administrator skills:
- Independent worker with good task and time management skills
- A proven track record for managing multiple projects, priorities and tasks
- Strong experience with server/desktop patching, vulnerability and patch management system remediation
- Sort and dispatch calls to engineers or sub-contractors based on the correct skills set, geographical location and service delivery arrangements
- Experienced with purchasing and expediting computer related equipment and services
- Experience with financial forecasting, budgeting & analysis
List of Typical Experience For a Help Desk Administrator Resume
1
Experience For Senior Help Desk Administrator Resume
- Configuring network computers/printers / copier /scanner, order supply' and replace consumables
- Research questions using all available information resources, creating / updating knowledge base
- Email administration and troubleshooting including password resets, SPAM/Blacklist, setting up user accounts in Outlook and mobile devices
- Be able to answer technical questions regarding system errors or usage and walk users through problem-solving process
- Provide basic training/instructions and or write training manuals
2
Experience For Tier, Help Desk Administrator Resume
- Manage workload – replanning/reassigning – as required in line with demand
- Follow standard Help Desk operating procedures; maintain records of daily data communication transactions, problems and remedial actions taken
- Redirect problems to appropriate resource, identify and escalate situations requiring urgent attention
- The Help Desk Administrator provides Level 1 and 2 support for our 550+ seat digital animation studio, including but not limited to
- Build new PCs according to Cognex IT standards
- Installs necessary software and upgrades, printers, and voice systems on new and existing employees’ workstations
- Plan daily work load and PPM for engineers and sub-contractors using available systems
3
Experience For IT Help Desk Administrator Level Resume
- Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training
- Support end-user install / move / add / change requests
- US Citizen as defined by ITAR
- Be familiar with Microsoft Office software suite applications and installations
- Knowledge of PC hardware configurations
- Knowledge of e-mail systems
- Knowledge of network user administration
- Exhibits courtesy, tact, consideration, teamwork and discretion in all interactions with Studio staff and with the public
4
Experience For Help Desk Administrator Specialist Resume
- The Help Desk Workstation Administrator position provides Level 1 and 2 sustaining support for our 500+ seat digital animation studio, including but not limited to
- Work in a team environment and be able to deliver first-class customer service
- Respond / track requests for technical assistance via help-desk system, e-mail, in person, via phone and or electronically
- Follow standard help desk procedures (New User, Terminate User, Application Access Request etc.)
- Create and maintain domain user accounts, permissions, and DFS folders in Active Directory
- Support operation of Microsoft Desktop Operating Systems (Windows 7, 8), applications (Outlook, Office, Word, Excel, etc...), mobile devices, and removal of malicious software
- Install and deploy software applications and computer images to local and remote locations as needed
- Train users on use of their computer and phone equipment, remote access and security systems
5
Experience For Help Desk Administrator Contractor Resume
- Maintains software and hardware inventories
- Ability and willingness to work/cover various shifts and carry a smart phone
- Stay informed of current technology, trends and best practices related to IT and be able to analyze and recommend changes and upgrades to staff
- Proficient with Microsoft Office - especially Microsoft Outlook
- Work among all levels of management internal and external to the company and deliver first-class customer service
- Incumbent provides technical evaluation and review of all RSDU Network Administrative Group’s procedures prior to equipment deployment to the FBI field offices and DOJ component locations
6
Experience For Windows / Linux Help Desk / Administrator Resume
- Incumbent coordinates all incoming visitor requests for Other Government Agencies (OGA) and Vendors ensuring all needed security clearances are passed and current; interfaces with facility security office to ensure VNF’s are processed in time for scheduled meetings
- Incumbent serves as a liaison with other department level executives, OGA’s, private sector, and local government officials in all dealings with the FBI’s Shared Land Mobile Radio Network (SLMR network)
- Log all calls in the client’s ITSM System
- Provides the first line of support and problem resolution for technology products or applications
- Responds to inquiries and requests for assistance with organization's computer systems or PCs; resolves customer inquiries for one or more products or services
- Utilizes new utilities and tools to provide remote technical support services on desk-side equipment, for customers
- Maintains written documentation on each call; escalates complex problems to the next level of support as required by documented procedures
- Monitors telephone calls and e-mails to maintain quality services and track problems, to ensure their timely resolution
- A helpdesk/customer service background
7
Experience For Help Desk Administrator Resume
- High standard of customer awareness
- To cover Reception Desk out of hours
- To make regular calls to estates team out of hours
- Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
- CentOS, MacOS, and Windows workstations and laptops
- IPhone and Android mobile devices
- L1 and L2 support for Linux, Mac, and Windows computers and applications
- Workstation diagnostics and repair
- Work as part of a team to identify, diagnose, and resolve problems with computer hardware and peripherals including workstations, printers and local area networking
8
Experience For Senior Help Desk Administrator Resume
- Perform user account creation and activation, password resets, privilege assignment, group membership management, directory access control
- Provides Help Desk first point of contact for Cognex users by leveraging Zendesk, phone and walk in and ensures that requests either get resolved or escalated as needed
- Assumes administrative responsibility for IT functions including the new hire and termination process; loaner equipment; and conferencing among other services to end users
- Develops and documents procedures to ensure corporate SLAs are met while improving the self-service knowledge base
- Proactively communicates ticket status to customers
- Prepares periodic and ad hoc reports from available data sources as required
- Responds to computer-related requests to ensure user productivity
- Relocates hardware to required locations and ensures accurate access levels
9
Experience For Tier, Help Desk Administrator Resume
- Manages the Help Desk Queue to ensure timely and accurate changes
- Records software and hardware inventory to accurate indicate level
- Creates and maintains all network accounts
- Support users with their computers, printers and phones. Consists of Windows 7/10 environment using office 2010/2016 with Dell Laptops and Desktops along with HP Printers and Ricoh Copiers
- Manages and creates user accounts in Active Directory and Exchange
- Works with other IT staff to ensure customer service
10
Experience For IT Help Desk Administrator Level Resume
- Keeps desktop OS and desktop software up to date
- Coordinates printer setup and repairs
- Contacts vendors and contractors as needed
- Maybe required to work Overtime ( Remove only for Exempt positions)
- Support the day-to-day operations of the IT help desk including: monitoring and responding to help requests, escalating and resolving incidents in a timely manner, following up with customers and ensuring service level agreements are met
- Guard against viruses, malware, intrusions and other threats through the development and implementation of network and endpoint protection measures
List of Typical Skills For a Help Desk Administrator Resume
1
Skills For Senior Help Desk Administrator Resume
- Troubleshoots computer-related issues to effectively resolve problems
- Experience in using Maximo or similar application
- Experience with Help Desk Ticket System administration, management, and reporting
- Previous experience with Network Management System software configuration and reporting
- Previous experience supporting phone systems
- Two to three years experience in Windows Operating Systems, MS Office Applications, Active Directory, and computer hardware
- Helpdesk/service desk experience supporting at least 50 users in an Active Directory based environment
- Good working knowledge of system and software deployment technologies and techniques
- Experience with backup solutions such as NetBackup, BackupExec or Arcserve
2
Skills For Tier, Help Desk Administrator Resume
- Throughout resolution process, provide status information and ensure effective communication and customer satisfaction
- Focused, with strong attention to detail
- IT experience at a college or business help
- To ensure all work is undertaken within the job holder’s demonstrated level of competence
- Walking, bending, sitting and lifting up to 50lbs and using a pallet jack to move inventory is required on a regular basis
- Configuring, maintaining and troubleshooting printers and print clients
- Understanding of Microsoft Windows Group Policy, Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP)
- Lifting of up to 50lbs on a regular basis
3
Skills For IT Help Desk Administrator Level Resume
- Understanding Familiarity with Microsoft Active Directory / Exchange
- Supporting production data on network attached storage
- Understanding of FM business or the willingness to learn
- Understanding of Intel based desktop and laptop hardware
- Maintaining inventories of software, hardware, peripherals, and printer toner
4
Skills For Help Desk Administrator Specialist Resume
- Training users on basic computer and applications use
- Procuring a variety of IT equipment to support end users and day to day business
- Hardware installation, imaging and troubleshooting, including pre- and post-imaging procedures
- Provides maintenance of computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions
- Participate in drafting, revising, and updating I.T policies and procedures
5
Skills For Help Desk Administrator Contractor Resume
- Provision and maintain Microsoft Windows workstations and laptops according to existing standards, including creation and distribution of system images
- Fluent in speaking, reading, and writing English and Spanish
- Process Subcontractor Invoice Payments using our in-house accounting package
- Installation image management, including pre- and post-imaging procedures
- Update anti virusdefinitions, execute virus scans of incoming and outgoing media, perform data transfers and complete related documentation
- Responsible to document, assess, resolve and/or escalate issues as appropriate, initiating customer contact
- Monitors including HP Dream Color, Wacom Cintiq, and Hyundai Stereo monitors
- Be willing to work overtime as needed
6
Skills For Windows / Linux Help Desk / Administrator Resume
- Monitor support, including HP Dream Color, Wacom Cintiq, and Hyundai Stereo monitors
- Network cabling and cable management
- The ability to work to changing deadlines
- An understanding of current health & safety legislation approved codes of practice & guidance notes
- Knowledge of Windows 7 operating systems and Microsoft Office
7
Skills For Help Desk Administrator Resume
- Upload PPM schedule into workflow calendar and Reactive Events thus ensuring that all tasks are completed in line with the service requirements
- Performs in-person and remote troubleshooting through diagnostic tools and techniques
- Basic understanding of network topology and physical infrastructure
- The Help Desk Workstation Administrator position provides Level 1 and 2 support for our 550+ seat digital animation studio, including but not limited to
- Computer security, including encryption and anti-virus updates
- Handle reimaging or redeployment of computer equipment
- Provide online assistance to employees working remotely
- Deploy and support end user systems, including but not limited to: desktop and laptop computers, printers, smartphones, tablets and assorted peripherals
- Utilize ticket tracking database to record help desk activities, software licenses and asset management
8
Skills For Senior Help Desk Administrator Resume
- Maintain accurate system inventory, making recommendations for repairs, upgrades and replacements
- Provide end user application and PC training
- Relevant certifications such as A+, Network+, or Security+; HDI; Microsoft certifications including MCSA, MCP, MCSE or similar certifications desired
- Extensive working knowledge of Windows 7,10, Office 2010, 2013,2016, interaction with Exchange and File servers
- Knowledge of WDS, imaging, sysprep
- Level 1 help desk administration support for our 600+ seat feature film animation Studio, including but not limited to
- First point of contact for incoming telephone calls and services requests received by telephone and email
- Familiarity with application, desktop and/or server virtualization
9
Skills For Tier, Help Desk Administrator Resume
- Knowledge of VBScript, Jscript, PerlScript or Powershell
- Set up and operate audio and video equipment including microphones, sound speakers, projectors, video monitors, recording equipment, sound boards, and related electronic equipment for conferences and classes
- Performs intense troubleshooting and problem resolution for multiple locations and networks
- Responsible follow up on closed tickets to ensure customer satisfaction
- Can perform entry to first level support of computer hardware and software related issues
- Install and troubleshoot software remotely
- Supports activities assigned by the client services, infrastructure, SharePoint and other information systems groups
10
Skills For IT Help Desk Administrator Level Resume
- Active Directory User Management administration via our user lifecycle process
- Systems provides IT support for our 24/7 Animation Studio. Flexible working hours and overtime are required, including early morning, late evening and some weekends to support maintenance and production cycles
- Strong knowledge of Windows XP, Windows 7, Windows 8, Windows 10
- Knowledge of Microsoft Office Suite (O365, Office 2007/2010)
- Basic knowledge of Active Directory / Exchange administration
- Systems provides IT support for a 24/7 Animation Studio: Flexible working hours and overtime required, including early morning, late evening and some weekends to support maintenance and production cycles
List of Typical Responsibilities For a Help Desk Administrator Resume
1
Responsibilities For Senior Help Desk Administrator Resume
- Analytic skills to determine root cause of issue and customer requests
- IT experience at a college help desk or for a small business
- Experience with personal computers, terminal, peripheral equipment and associated software repair, installation, configuration and system operation
- Related experience in help desk operations or customer service
- Experience in an IT Help Desk environment
- Computer related experience in a service organization
- Or the equivalent computer administration experience in a university, business or production environment. (For Administrator roles)
2
Responsibilities For Tier, Help Desk Administrator Resume
- Or the equivalent computer administration experience in a university, business or production environment (For Workstation Services roles)
- Support enforcement of security and technology policies
- Support IT projects and initiatives
- Documenting and updating company SharePoint site with best practices for business related applications. Make recommendations to improve user support and help desk operations to IT Management
- Maintain conference room computers, projectors and other facility related computer systems.,
- Interpret and log requests, inputting details into an in-house system, provide tracking and regular updates to the status of the request through to work completion status in line with Service Level Agreements (SLAs)
- Raise Purchase Requisitions/Orders in line with agreed parameters
- Collate accurate status reports as required
3
Responsibilities For IT Help Desk Administrator Level Resume
- Triage problems and determines whether the problem is caused by hardware such as a , computer, network device, printer, cables or telephone or other source
- Maintain corporate anti-virus software and encryption
- ITIL V3 Foundations Certification desired, DoD compliance 8570 applies
- Help Desk Institute (HDI) Certification (prefered)
- MacOS, IOS, Windows and Android OS administration (Mac + Windows)
- CentOS or Red Hat Linux distributions (Linux)
- Apple workstations and laptops; HP zSeries workstations
- GCSE’s or equivalent – Grade C in English and Maths
4
Responsibilities For Help Desk Administrator Specialist Resume
- Willingness to be involved in community activity
- Flexible and Adaptable; willingness to work rotational weekends and some holidays, and occasionally evenings. Provide 24hr call out when necessary
- IT Help Desk and System Admin support expertise (Tier 1/2, client side and infrastructure administration and maintenance)
- Demonstrated expertise in providing System Admin functions including basic Active Directory, user account management, backup system software, Citrix/VMware troubleshooting, device configuration (VoIP phones, printer, switch, router, VTC)
- Ensure network connectivity throughout LAN/WAN and telecommunication infrastructure
5
Responsibilities For Help Desk Administrator Contractor Resume
- Travel is required, approximately 10%
- Apple Mac mini, MacPro, MacBook Pro
- HP workstations and laptops
- Xerox and HP printers, scanners, faxes
- The technical aptitude (indicated on resume and supported by technical references) to deliver comprehensive technical support in a production environment
- Relate to and communicate with all levels of employees
- Excellent verbal and written communication skills. The ability to communicate effectively and accurately with management, systems administration team members, customers and vendors is a core job responsibility
6
Responsibilities For Windows / Linux Help Desk / Administrator Resume
- Serve as a representative of Blue Sky Studios, displaying courtesy, tact, consideration, teamwork and discretion in all interactions with other members of the Studio
- Technical aptitude, indicated on resume and supported by references
- The Systems department provides 24/7 support for some production critical systems. Flexible working hours are required, including occasional early mornings, late evenings and weekends
- Assists with defining requirements, recommending solutions and implementing desired solutions
- Some systems maintenance is scheduled for early morning, evening or weekend hours
- Installs, configures and maintains desktop imaging and deployment technology
7
Responsibilities For Help Desk Administrator Resume
- Monitors backups, application uptime and other key performance indicators
- Assists IT Specialists with network administration to include but not limited to administration of the following systems; Cisco Switches (Catalyst and Nexus) and Routers, Cisco CallManager, MPLS Networks, Firewalls and WAN Optimization Devices and Network Load Balancers
- Performs troubleshooting and escalates support issues as required
- Assists with installation, configuration, maintenance, and operation of new IT equipment
- Troubleshoots network, personal computer and server problems
8
Responsibilities For Senior Help Desk Administrator Resume
- Performs Active Directory and Microsoft Exchange user administration
- Supports Vectrus standard software (JAMIS Financials, JAMIS E-Timecard, Infinium, Showcase, Microsoft Office, etc.)
- Provides on-call responses
- Wacom Intuos tablets
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