Helpdesk Supervisor Resume Falls Church, VA - Hire IT People

OBJECTIVE:

Self - motivated individual seeking to continue my career in the IT field with a company that prides itself on quality and customer service.

TECHNICAL SKILLS:

Operating Systems: Windows 7/XP/Professional/Vista Windows 2000/2000 Advance Server/2003 Server/Windows Server 2008 Linux/Unix Mac OS Dos

Hardware: Troubleshooting/Repairing Copiers Cisco Routers, Switches Android/Handheld Devices Assemble/disassemble PC s and peripheral devices Install, configure, troubleshoot and repair Installation, testing and troubleshooting of cabling

Software: Microsoft Office 2003/2007/2010 Norton Firewall McAfee/Norton Virus Protection Utilities Macrium Reflect/ Acronis Cloning software SuperAntispyware Malwarebytes Anti - Malware Apache OpenOffice Active Directory VMware Install, configure and troubleshoot

Management: Helpdesk Supervisor Prepare and Deliver performance reviews Identify learning opportunities for employees Provide constructive feedback to employees Conduct all aspects of hiring Comfortable presenting to executive level audiences Encourage innovation and process improvement

Technical Support/Customer Service: Call Center Troubleshoot hardware/software Troubleshoot network connectivity Software installation support Remote Access Phone and e - mail support Documentation Remedy Ticketing System Application support Browser support Account creation support Desktop support

Communication: Strong written and oral communication skills Empathetic and patient when dealing with frustrated and irate customers Proven ability to manage customers of all levels over the phone or through email to ensure successful communication

PROFESSIONAL EXPERIENCE:

Confidential, Falls Church, VA

Helpdesk Supervisor

Responsibilities:

Provided leadership to 16 direct reports
Lead team towards achieving call center goals
Responsible for providing guidance in the development of employees
Worked with system leads to understand recurring release updates and changes to the systems
Prepared and delivered performance appraisals
Identified and addressed behavioral issues as they occurred

Technical Customer Support Representative/Desktop Support Tier 2

Responsibilities:

Work extensively with information systems, system testing procedures, system issues management, networking and connectivity processes (including firewalls and VPN Systems), system deployment processes and interface files
Respond to issues escalated from Tier 1 CSR's
Research and resolve inquires in a professional, timely and accurate manner
Escalate Tier Three inquires and issues based on document processes, policies and procedures to the appropriate helpdesk and follow up on all escalated inquires
Document all inquiry activities in the appropriate reporting systems
Help diagnose problems with browser issues with web applications
Reset passwords and unblock/unlock account
Helped train new tier 1 help desk csr on how to diagnose issues dealing with the web applications that we supported.
Supervised over the team I was on while supervisors had meetings, were out, or when needed.
Helped supervisors with various tasked when asked.
Listened to tier 1 help desk csr on phone calls and helped csr when needed.
Helped Tier 3 csr and OPS managers when asked to view and give opinions on new SOPs.

Technical Customer Support Representative/Desktop Support

Responsibilities:

Daily use of BMC Remedy Action Request Ticketing System
Resolve inquiries to the end user’s satisfaction over phone, email and voicemail messages for the Confidential Exchange Operation Support Center
Monitor Service Desk for tickets assigned to the queue, processed by first-in-first-out based on priority and respond quickly and effectively
Provide technical support and guidance to end users experiencing difficulties with application issues related to the Healthcare exchange program and CALT, ZONE, SERTS, SERVIS and CMS website systems

Confidential, Vienna, VA

Service Technician

Responsibilities:

Installed, configured, diagnosed and repaired network copiers
Upgraded system software
Provided systems support in person, over phone and email
Helped train new employees

Confidential, Reston, VA

Data Center Technician

Responsibilities:

Daily use of BMC Remedy Action Request Ticketing System
Halted servers to provide routine maintenance and repair including memory upgrades
Provided troubleshooting to resolve various hardware and software issues on Confidential and Dell servers in a timely manner
Cloned Servers, traced cables and installed new servers
Installed fiber optic cables and provided maintenance and repairs
Installed Filers and swapped hard drives on Filer shelves

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Helpdesk Supervisor Resume

Falls Church, VA

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