Sample Help Desk Resume 2

This sample help desk resume will give you a quickstart on building an effective and optimized resume for your job application. Visitors can feel free to customize and edit our sample help desk resume as per their requirement for job application. We hope that our sample help desk resume will go a long way in portraying your abilities and skillsets efficiently.

Richard Anderson,
1234, West 67 Street,
Carlisle, MA 01741,
(123)-456 7890.

Objective :

A position in application or help desk department with a focus on usability in the Pittsburgh PA area.

Education :
University of Pittsburgh , Pittsburgh, PA
Master of Science in Information, 2000.

  • Human Computer Interaction (HCI) Specialization
  • GPA 4.00 / 4.00
  • Member of Michigan Ohio Computer-Human Interaction (MOCHI) chapter
  • Member of Association for Computing Machinery (ACM)

University of Pittsburgh , Pittsburgh, PA
Bachelor of Science in Engineering, Computer Engineering, 1994

  • Minor in Management Information Systems
  • Magna Cum Laude, GPA 3.83 / 4.00
  • National Merit Scholar
  • Member of Tau Beta Pi National Engineering Honor Society
  • Member of Golden Key National Honor Society

Relevant Experience :
Hubbard and Assoc, LLP Pittsburgh, PA
Software Support Specialist, 2/1995 – 7/1999

  • Implemented new software and upgraded existing software on 17 Novell Netware servers and on individual workstations
  • Automated the installation of software to 1200 end-user PCs via DOS batch files, Symantec Basic scripting, and Novell Application Launcher snapshot technology
  • Provided second level support to internal Help Desk to resolve user concerns with specific applications, including Windows 95, Microsoft Office, GroupWise, and numerous industry specific applications
  • Identified and implemented technologies and methods of using existing technology to help users work more efficiently, including:
  • Creating/revising macros and spreadsheets in Quattro Pro, Excel, and VBA programming
  • Developing procedures and training users in electronic data transfer between applications
  • Wrote articles for and reviewed the Techie Tips, Tricks And News newsletter
  • Prepared documentation and training materials, coordinated technology related training
  • Participated in conversion of 1200 PCs from Windows 3.1 to Windows 95
  • Assisted in deploying Help Desk, including software selection and development of procedures Worked on the Help Desk to provide support for software, printing, and network access issues

Academic Computing Services, University of Pittsburgh , Pittsburgh, PA
Consultant/Monitor, 9/1993 – 12/1994

  • Provided personal assistance to students on IBM and Macintosh computers
  • Maintained computing facilities and managed printers

Verizon Development Engineering , Pittsburgh, PA.
Student Technician/Professional Trainee, Technical Services, Quality and Systems, 5/1993 – 8/1993

  • Training and help desk for over 500 people.
  • Helped establish an inventory database to track computer equipment
  • Train new hire secretaries in Word97, iManage, Legal MacPac, Softwise MacroSuite, CompareRite, CMS Time; train summer associates; in-coming new attorneys. Involved in the training and rollout of Outlook 2000.

Skills :
Computer Skills:

  • Windows XP, 2000, 98, 95, NT Microsoft Office
  • Word 2002, 2000, 97, 7.0, 6.0
  • WordPerfect 9.0
  • IManage/infoRite
  • Docs Open
  • SQL
  • Softwise MacroSuite
  • Legal MacPac
  • PowerDocs
  • Ability and desire to learn new technologies quickly

Usability Skills:

  • User Needs Assessment
  • User Centered, Participatory Design
  • Competitive Analysis
  • Cognitive Modeling
  • Heuristic Evaluation
  • Usability Testing
  • Interface Prototyping and Testing
  • Task and GOMS Analysis
  • Usability Testing
  • Survey Development and Analysis
  • Content Analysis
  • Card Sorting

Relevant Coursework :
Evaluation of Systems and Services

Responsible for highly skilled training and floor support for diverse groups of people (legal secretaries, word processors, attorneys, paralegals, administrative staff) in a variety of software applications with the aim to present software in such a way that persons thrive during transitions and conversions. Worked with clients as project lead trainer to resolve on-site training related issues. Assisted with documentation. Training Consultant/Help Desk

IT User Support Specialist

  • Supported a conversion roll-out from Word 6.0 and Docs Open to Word97 and iManage via Help Desk and floor
  • Analyzed problems and sent technicians as needed. Gave up-to-date information to people regarding software and hardware changes. Entered Help Desk requests through Top of Mind, a user support application. Ran administrative applications when needed.

Digital Librarianship

  • Explored concepts relating to digital libraries, through working for the Internet Public Library, including researching user reference questions and creating and evaluating online materials.

Database Application Design

  • Covered aspects of database design, use, and implementation. For group project,
  • Designed and developed a database system for a personal video database
  • Implemented the database in Microsoft Access, using SQL and Visual Basic for Applications

Visual Basic

  • Introduced Visual Basic application development language.

Java Programming I and II

  • Explored concepts of object-oriented programming and GUI development in Java.
  • One Credit Toolkit Courses and Workshops
  • Macromedia Director, Advanced html, SGML/XML, Usability Methods, Perl workshop

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