Technical Support / Team Leader Resume Technical Support / Team Leader - Hire IT People

TECHNICAL SKILLS:

Computer Knowledge
Strong knowledge in applications installations, internet connection problems, VPN connectivity, Operating Systems, Windows XP, 7, 8, 8.1, Ubuntu, Android, IOS, office 2016, skype for business, video conferencing, WebEx administrator.
Basic knowledge on pseudo - code, programming, designing, Data Bases, etc.

WORK EXPERIENCE:

Confidential

Technical Support / Team Leader

Confidential

Technical Support / Trainer / Floor Support

Confidential

Team Leader / Help Desk

Confidential

IT Service Desk

Confidential

Desk Analyst

Confidential

Service Desk Analyst

Confidential

Sr. Service Desk Analyst

Confidential

Sr. Service Desk Analyst

Responsibilities:

I get support from my key Team, that is formed by Our Incident Manager, our Knowledge Base Manager, and Training Professional Agent, we all together sharing Ideas hand to hand with Management to get the job done.
Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing Schedules, etc.
Undertaking HR activities as needed, attendance, faults, delays, permits, holidays etc.
Acting as an escalation point where difficult or controversial calls are received.
Producing statistics and management reports.
Representing the Service Desk at meetings.
Arranging staff training and awareness sessions.
Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk.
Assisting Analysts in providing first line support when workloads are high, or where additional experience is required.
Confirm every day that our front - end messages are up to date, so our clients are updated with the latest issues impacting multiple users.
Coordinate Daily Huddles were we review Allocation / Work Planning Board, Priority/Important Information Board, Problem Board, KPIs and SLAs Board in only 15 minutes on a white board.