IT Help Desk Manager Resume

SUMMARY:

Managed and developed teams to support corporate IT and customer needs for over 25 years. Results - driven professional offering extensive experience managing critical projects and teams in Information Technology (IT).
A proven leader dedicated to streamlining processes and continually developing and implementing innovative technical solutions in support of corporate growth.

TECHNICAL SKILLS:

Operating Systems: Microsoft Windows 7/8/ -10, Macintosh systems

Virtualization: VMware 5.1 vCenter Server & vSphere, VMware Horizon View

Additional Software Experience: Microsoft Office 2010, 2013/2016, Notepad++, NetSuite, ChangeGear, Win Pak, SharePoint, Polycom, Active Directory, Cisco Unity Connection, Cisco Unified Communications Manager, RSA Security Console

PROFESSIONAL EXPERIENCE:

Confidential

IT Help Desk Manager

Responsibilities:

Manage world-wide Technical Support - Providing support to over 750 employee’s in remote offices in the US, Canada, Paris and Romania twenty-four hours a day, seven days a week.
Supported C-Level Executives- Provided support for four owners and nine presidents to ensure all employee access was current and met industry standards.
Manage Staff- Hired, mentored, and lead help desk staff to meet business needs. 24/7 support to accommodate business demand and cost containments.
Lead customer and internal escalations - Ensured effective coordination between the global support team and other relevant departments. Managed customer and internal escalations ensuring effective coordination between the IT Operations support team and business units.
Managed production outages - Provided accurate and timely communications with expected resolution to business units based on Service Level Agreements (SLA’s).
Security - Implemented processes to support PCI and, SOC and other security industry standards.
Assisted in Migration and Acquisition into Corporate Infrastructure - Work with new acquisitions on migrating offices, review business plans. Directed the integration of each organization’s technology into the existing corporate technology structure seamlessly and without interruption to customers.
Vendor and Contracts Management - Managed IT contracts, procurements, negotiated vendor contracts and relations.

Confidential

Team Lead Technical Support Specialist

Responsibilities:

Maintained and supported systems - Supported workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets. Ensure system security for desktop and mobile environments. Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.
Logged and monitored ticket system - Ensured fast, quality resolution of every issue. Closed 90% of trouble tickets on the first call without escalation.
Second-level technical support - Managed team to support global IT infrastructure supporting 1,000+ employees in Maryland and 15+ remote offices.
VPN - Managed VPN accounts and issued RSA SecurID Tokens.
Security - Applied monthly patches to assigned desktops and remote offices.
Documentation - Maintained customer support Intranet portal to provide customers with self-help tips, documentation, and FAQs.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship