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Help Desk CV Sample CV

Help Desk CV Sample cv


Muhammad Ashraf
Gulshan Colony, Lahore
Phone     : +92-0000-0000000
Email      :  xyz@gmail.com

Objective : 

A position in application or help desk department with a focus on usability in the F9 Islamabad area.

Education : 
Islamic University, Rawalpindi
Master of Science in Information, year_______

Human Computer Interaction (HCI) Specialization

GPA 3.60 / 4.00

Member of Islamabad Software Computer-Human Interaction (ISCHI) chapter

Member of Association for Computing Machinery (ACM)

Islamia University, Rawalpindi
Bachelor of Science in Engineering, Computer Engineering, year______

Minor in Management Information Systems

National Merit Scholar

Member of Sigma National Engineering Honor Society

Member of Golden Key National Honor Society

Relevant Experience : 
Shahid and Assoc, LLP Islamabad
Software Support Specialist, year__________

Automated the installation of software to 1500 end-user PCs through 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 Peshawar. Year_______

Provided personal assistance to students on IBM and Macintosh computers

Maintained computing facilities and managed printers

NESTA Engineering, Lahore, PA.
Student Technician/Professional Trainee, Technical Services, Quality and Systems, year_______

Training and help desk for over 250 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.

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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