Service Desk Team Lead/ Senior Technical Support Specialist Resume Washington D.C - Hire IT People

SUMMARY:

Solutions - focused, professional with 10+ years’ IT support and 18+ years’ customer service.
Proficient in various operating systems, networks, and software applications.
Excellent communicating with people both by phone and face to face.
Strong troubleshooting and analytical skills that strive for timely resolution.
Able to convey complex technical ideas to customers of varying technical understanding.
Well rounded, versatile background with demonstrated expertise in, management and leadership, administration, hospitality, trainer, sales and marketing, and financial duties.

TECHNICAL SKILLS:

Operating Systems: Windows 7,8,10 Mac OS X

Software: Microsoft Office Suite 2007/2010/2013/2016, Active Directory Management, Exchange Server, Microsoft SCCM, Cisco VPN Client/Anyconnect, Pulse Secure, AirWatch, MaaS360, Microsoft SCSM, ServiceNow, Remedy Ticketing System, Remote Desktop, DameWare, Lync 2010/Skype for Business 2013/2016, Entourage, Mac Mail Client, RSA Token, PIV Client Software

PROFESSIONAL EXPERIENCE:

Confidential, Washington D.C.

Service Desk Team Lead/ Senior Technical Support Specialist

Responsibilities:

Supervise day shift staff of a 24/7/365 IT Service Desk
Acting Service Desk Manager during Managers absence
Triage and distribute work timely and accurately
Train new staff members to ensure understanding of procedure, policy, and daily job responsibilities
Interview candidates and assist in hiring new staff
Create Service Desk procedures
Assist in maintaining technical knowledge base by creating, editing, and updating knowledge articles
Monitor call queue to maintain a minimal abandon rate and a high first call resolution percentage
Monitor ticket queue to ensure proper escalation and ticket quality
Provide direction to staff regarding operational issues and updates to procedure
Assist staff in troubleshooting to resolve various hardware and software issues
Monitor agents work to ensure the highest quality is maintained

Confidential, Fairfax VA

Help Desk Specialist

Responsibilities:

Answer a high volume of calls daily
Respond to customer service requests in a timely fashion to maximize system uptime
Troubleshoot and resolve various hardware and software issues
Remotely install applications, drivers, and assist with any further issues

Confidential, Bethesda, MD

Help Desk Specialist

Responsibilities:

Work in conjunction with Service Desk Managers, Queue Managers, and Team Leads to manage the work, staff, and information that is received at the NIH IT Service Desk
Queue Management (QM) activities; balancing resources with phone and web volumes to ensure that SLA’s are met
Triage and distribute work timely and accurately
Provide direction to employees regarding operational issues
Monitor agents work to ensure the highest quality is maintained.
Provided tier 1 and 2 support for: Mac system issues, Microsoft server exchange troubleshoot/mail client issues, Blackberry support, network connectivity issues, user access issues, RSA Tokens, PKI/PIV Card certificates, Active Directory Management (ADM) and Cisco VPN client issues
Used MS Excel and PowerPoint to run reports, create charts, and spreadsheets for agent scheduling, ticket and call statistics, for quality management, and to compare performance to SLA’s

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Service Desk Team Lead/ Senior Technical Support Specialist Resume

Washington D, C

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