Help Desk Manager Resume

SUMMARY:

I have worked in the information technology field.
I have significant and progressively responsible experience troubleshooting, maintaining, and upgrading hardware and software systems, including Confidential applications and proprietary packages.
I am fully proficient in the use, support, and administration of database, spreadsheet, and document - producing software programs.
I have led several projects over the last year, including a deployment of 440 new laptops

TECHNICAL SKILLS:

Hardware: Desktops, Laptops, iMacs, iPhones, iPads, Workstations, Printers, Projectors, Scanners, Blackberries

Operating Systems: Windows 7, XP, 2000, NT, 98, NT Server, 2000 Server; Mac OS X 10.4-10.9

Application Software: Microsoft Office, Microsoft Outlook, iOS, Cisco VPN, SharePoint, Lotus Notes, Eudora, Remedy, Service Now, Adobe Professional, One Note, BomgarAltiris, PCAnywhere

EXPERIENCE:

Confidential

Help Desk Manager

Responsibilities:

Oversee ticket queue, reviewing and enforcing service level agreements
Manage a team of 15 broad-based technical support specialists providing support directly to end-users of networks, systems, and related services
Provide follow-up telephone calls or emails to customers based on business process and other quality assurance activities
Provide guidance, knowledge transfer, and mentoring to junior Support Specialists
Make daily team schedule adjustments based on early/late arrivals, call-outs, and leave requests
Communicate regularly with customers, leadership and Federal counterparts

Confidential

Service Desk Project Manager

Responsibilities:

Set up, operated, and managed the Confidential Desktop Support Team
Ensured on-site management presence during all business hours
Provided Daily, Weekly and Monthly status reports to our government management
Provided guidance and prioritization of tasks to the team, problem analysis, tracking and resolution, problem trend analysis, quality assurance follow-ups
Evaluated, tested, and recommended the implementation of new hardware and software technologies that would improve customer efficiency by maximizing their effectiveness and minimizing their downtime
Mentored and coached Desk Side Technicians on technical, problem solving, process, and documentation tasks
Implemented Confidential, Confidential, HHS, and OMB policies, procedures, and regulations governing authentication to, security of, and access to resources on the Confidential Network
Oversaw the management of the Desktop Support documentation
Assisted Confidential with developing and maintaining up-to-date procedures, policies, reports, and other documentation
Worked, in collaboration with the COTR, to determine work schedules and building assignments for the Desktop Support Team

Confidential

Desktop Manager, Desktop Technician

Responsibilities:

Report trends, high priority challenges, and critical technical issues to the Confidential Technologies Technical Manager (TM) and Customer Relationship Manager (CRM)
Remain prepared to clearly communicate the above in writing or orally to the Confidential CIO, Chief Technology Officer (CTO), and/or the Information Systems Security Officer (ISSO)
Support the development and enhancement of customer relationship strategies by communicating repetitive customer issues and relaying customer experiences
Develop and maintain project plans, schedules, and deliverables to manage all activities within the assigned desk side area, gathering data in various forms
Develop and disseminate technical and project documentation to the Desk Side Technicians
Mentor and coach Desk Side Technicians on technical, problem solving, process, and documentation tasks
Monitor the Remedy System and support the development and analysis of Remedy reports.
Gather desk side progress information, summarizing issues and statistics for weekly and monthly status reports and meetings
Triage user support email and telephonic requests, including performing problem determination
Track open customer issues and communicate status to customers
Proactively contact customers to ensure that they have been provided outstanding customer service
Ensure uninterrupted coverage of assigned area during both business hours and emergencies

Confidential

Operations Supervisor

Responsibilities:

As the Operations Supervisor, I managed the scheduling and workload of 7 technicians.
A so , was responsible for researching and subsequently providing input, concerning company decisions and policies

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