I have written several programs and/or SQL procedures that streamlined help desk operations and company operations including a VB.Net program that retrieves data from several tables in a SQL database and then allows the end user to update Boolean values. This allowed the user to correct issues without escalating them to the help desk and eliminated up to 30 tickets daily.
I independently created and now maintain a help desk and computer operational wiki with my current employer. This includes many pages of step by step job instructions, troubleshooting procedures and S.O.P.s, written mostly by myself. This wiki was officially adopted by our help desk as a go to point for all information related to the help desk.