Help Desk Specialist Resume Template (CV Example 2026)

Help Desk Specialist Resume Template (CV Example)

ROSS ROGERS

SKILLED HELP DESK TECHNICIAN

Location: 123 Elm Street, Miami, FL 33183 | Email: jkendall@notmail.com

Telephone: 305.555.5555 | Mobile: 305-555-5555

PROFESSIONAL PROFILE

Long career history of providing fast problem determination and thorough analysis. I also have a proven ability to provide clear answers to non-technical customer questions and implement process improvements. I have superior customer service skills that consist of the ability to balance technical support with interpersonal rapport.

CAREER HIGHLIGHTS

ABC Systems, Miami, FL, Help Desk Technician

2002 to Present

RESPONSIBILITIES

Involved in the creation of integrity and reliability around communication information systems in support of 3,000 users.
Maintained NIPR, SIPR, and Centrix systems across a multi-national user population and responded to rapid notification and VIP issues.
Advised casual users and information management users on proper hardware/software installation, utilization, and user permissions.
Updated anti-virus and confirmed software application authorizations in adherence to organizational protocols.
Performed remote installations, managed workstations, switched connectivity tests and set up Cisco VoIP phones.
Single-handedly taught comprehensive information management officer classes on the basics of Active Directory.
Delivered classes on hard drive cleanup, mapping drives, software and printer troubleshooting, and network policies.
Tasked to reduce user downtime and resolved issues immediately during an upgrade from Office 2003 to 2007.
Played a critical role in the upgrade to Internet Explorer 7.
Offered users with comprehensive training on the use of Outlook and Word applications.
Given recognition for professionalism, expertise, excellence, and resourcefulness; immediately responded to issues for the Four Star Multi-National Force Iraq Commanding General and other top leaders across the International Zone.

BCD Technologies, Miami, FL, Help Desk Technician

1999 to 2002

RESPONSIBILITIES

Managed the daily Novell and Windows NT operations support for clients from the Border Patrol’s National Help Desk (NHD) and US Customs.
Tasked to oversee and manage passwords and online management for UCS, CBP and DHS staff, which was inclusive of 50,000 end users, field LAN administrators, and VPN mobile users, in foreign countries worldwide as well as the US.
Offered services in the form of password security with the assistance of DynaComm Elite, cc:Mail, and cc: Remote password management systems. In addition, I made sure that users had authorized access to server systems, e.g., PICS, TECS, as well as access to LAN and WAN.
Made sure that the users had constant access to online training systems.
Offered tier technical and management support to local and filed clients.
Monitored Novell servers for ATS-Passenger, ATS-Narcotics, US-Visit production, Resmon A-B Airline Reservation Systems, and 14 related miscellaneous servers.
Ensured proper access for 150,000 users to the LAN/WAN.
Was the sole coordinator of major issues along with the Communications and Situation Room Departments.
Sent out communications concerning major events and VIP employee status to the Duty Officer.