Help Desk Software
Resume:
IAN M. AULD
**** ***** **** ********, ** *****
*****@*****.***
http://www.linkedin.com/pub/ian-auld/23/8a/547
Summary of Skills
Loyal, dependable, and committed IT professional with recent A+ certification experience in help desk
along with years of experience in maintaining and troubleshooting home network and upgrading knowledge
and skills with the latest software and hardware.
Computer Skills
• Programming: DOS, C, C++, Visual Basic, UNIX, JAVA
• Operating Systems: Windows XP/Vista/7/8
• Certificate of Completion: MCITP (Windows 7 migration), Windows Server
2008
• Application software: Microsoft Office Suite Professional, Remedy
• Network and Internet software: Google Chrome, Microsoft Internet Explorer,
Modzilla Firefox
• Hardware Memory, hard drives, video cards, network cards
• Operate home network Dell Dimension E510 computer with Verizon FIOS router and Canon
PIXMA MX712 printer operating Windows 7 OS with resolving printer, software, hardware,
and network connectivity problems and OS migrations.
Work Experience
Contractor Cyber Core Technologies 6605 Business Parkway Elkridge, MD 21075
11/2013 – 11/2014
Information Services (UMMS contract) and Quality Assurance Tech (HHS contract with Public Trust)
• Successfully deployed computer hardware (HP Elite & LA monitors, various laptops & desktops, HP
thin clients,
HP M601 printers, printer trays, tethered & Bluetooth scanners, and WoWs) to different departments
at a rapid
pace from reading floor plans & memory.
• Successfully performed quality assurance and help desk duties on Windows 7& 8 migration for users.
• Correctly assembled workstations with partial dictation and wall mounts at a rapid pace.
• Answered help desk tickets, provided desk side support
• Maintained inventory of computer hardware and equipment.
• Imaged Windows 7 on laptops and desktops brought by the employee or picked up from their work
area.
• Provided desk side support with mapping network drives, setting up VoIP, adding missing PST files on
Microsoft
Outlook, downloading drivers for printers, scanners, and label makers, transferring missing files and
docs from old
hard drives to their computer, installing hardware and software, and replacing old/broken docking
stations,
monitors, keyboards, and mice with new ones.
Tier 2 Help Desk Kelly IT Services 950 Herndon Pkwy Suite 150 Herndon, VA 20170
10/2013 – 11/2013
• Successfully worked the call center and help desk to answer calls from healthcare insurance agents
about
Affordable Care Act.
• Created and updated tickets using Remedy and writing letters using Microsoft Office 2007.
Senior Image Data Conversion Manpower Market Pl #3 Baltimore, MD 21202
9/2011 – 9/2013
• Successfully took pictures of docs from National Archives to meet their weekly quota for them to
make a profit
with keeping client in business and resolved printer and network connectivity problems.
Enumerator US Census Bureau DC West Office 25th St., N.W. Washington, DC 20037
4/2010 – 6/2010
• Successfully assessed quality control levels on selected addresses, determined which samples passed
or failed, and maintained records for quality control verification.
Imaging Technician Quality Associates Inc. 8161 Maple Lawn Blvd, Suite 200, Fulton, MD 20759
1/2003-3/2010
• Successfully worked with and maintained the client for 5 years.
• Provided desk side support with troubleshooting computers and the network from using previous
work experiences as LAN Administrator and Help Desk Specialist from Raytheon Systems
Company, ASI and Seta Corporation (1998 to 2000).
• Upgrade software, replace video, network, and sound cards, fix my own computer, and
• Resolved user account, email, printer, software and network connectivity problems when the
Network Administrator was not available.
Education
Bachelors of Science in Electrical Engineering from Howard University, Washington, DC
• Dean’s Honor Roll
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