IT Help Desk Support Technician

Glenn Richardson

******@*****.***

Cell:504-***-**** Home:504-***-****

Objective:

Dynamic and dedicated professional committed to delivering top-notch service, seeking opportunities

within Information Technology Support to enhance skills and knowledge to fuel creative growth.

Active Secret Interim Clearance

Certifications:

• CompTIA A+ CE

• CompTIA ITF+

• Security +

• Linux LPI

• ITIL 4

• MS900

Technical Skills:

• Operating systems: Windows 10/11, Mac OS, Linux OS

• Hardware: Computers, Laptops, Printers, Mobile devices, Switches, Routers, Hubs, POS

• Software/Application/tools: Microsoft 360, Nessus, Bitdefender, Active Directory, BMC

Remedy, Microsoft Management Console

• PC imaging, Software/Hardware Troubleshooting, Hardware repair

• Remote tools (Splashtop, Microsoft Remote Desktop, AnyDesk)

• Microsoft Management Console

Work Experience:

General Dynamics Information Technology -(NESD) New Orleans, LA January 2025 to

September 2025

Help Desk Analyst

• Provided technical support for Navy end users within a federally regulated, clearance-

required environment, supporting mission software and systems.

• Utilized the Remedy and BMC Helix ticketing system to maintain accurate, auditable

documentation of incidents, resolutions, and compliance actions.

• Delivered clear, secure, and effective communication to users across varying technical skill

levels while maintaining information assurance standards.

• Utilized Knowledge Base articles for troubleshooting and continuity of operations while also

properly escalating tickets when needed

1099 (independent contractor) consulting -various locations in Louisiana, March 2020 – 2025

Computer, Printer, software, hardware, Pos systems, cell Phones, hardware repair.

Hewlett-Packard Enterprise - Houston, TX,November 2007 to August 2009

Computer Assembler, Help Desk Agent

• Worked as a computer assembler and helpdesk agent at HP.

• We built servers for hospitals and large corporations, with responsibilities that included

testing functionality and ensuring rigidity.

• Assisted customers with help desk services.

Education:

High school or equivalent

Marion Abramson - New Orleans, LA

August 1999 to May 2003

Western Governors University

Bachelor’s Science Network Cloud Engineer Cisco Track

2024-Currently

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