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It Help Desk Supervisor Resume

Catonsville, MD

EMPLOYMENT HISTORY:.

Confidential

IT Help Desk Supervisor, Catonsville, MD

Responsibilities:

  • Oversight of thirty (30) Level 1 & Level 2 Help Desk Analyst
  • Scheduling coordination; time approval; analyst phone screening/interviewing/hiring
  • Metric drive performance analytical report (agent utilization rate)
  • CSAT review/user follow up
  • Quality assurance reporting
  • SLA breech analysis reporting
  • Monthly analyst one on one performance reviews
  • Environmental change order review/support coordination
  • Analyst training coordination
  • Weekly team meeting
  • Major incident bridge participation
  • Quarterly on call rotation
  • Offshore partner collaboration

Confidential

IT Help Desk Level 2 Analyst, Hanover, MD

Responsibilities:

  • Request and incident management via ServiceNow ticketing system
  • Installation/Troubleshooting various internal and third party applications on user desktop; laptop; mobile devices
  • VPN connection/troubleshooting assistance
  • Office 2010; 2013; 2016; O365
  • Application installation/troubleshooting
  • New user profile creation
  • Intune registration assistance for mobile device account access
  • Active Directory
  • Create new user account
  • Maintain user accounts
  • Reset passwords
  • Enabling/disabling user accounts on network/OU placement

Confidential

Project Based IT Help Desk Specialist, Columbia, MD

Responsibilities:

  • Surface Pro 3 Device Deployment
  • User device training and set - up
  • Software Central
  • Zendesk help desk ticket management
  • Active Directory
  • Create new user account
  • Maintain User accounts
  • Reset passwords
  • Responsible for troubleshooting and resolving incidents related to Windows 7, Windows 8, Windows 8.1,
  • MS Office (Word, Access, Excel),
  • CRM,
  • Outlook 2013

Confidential

IT Student Service Technician, Baltimore, MD

Responsibilities:

  • Provided hands on and remote technical support to the students, faculty and staff.
  • Responsible for trouble shooting Windows 7, MS Office (Word, Access and Excel), Outlook 2010 and conducting password resets within Active Directory.
  • Documented repair statues in HEAT ticketing system.
  • Utilized ghost imaging; push image onto new and refurbished PC’s
  • Performed virus removal and software installation and maintenance
  • Connected iPads, PC/Android devices to the network and troubleshot issues.
  • Responsible for inventory management and distribution of computers.
  • Installed new computers and troubleshot printers and scanners.
  • Space and event management, composition of reports and documents, dictation and transcription.
  • Blackboard and Tegrity deployment assistance, computer image ghosting and equipment upgrades.

Confidential

Administrative Assistant/Dispatcher, Baltimore, MD

Responsibilities:

  • Administered support to Chief Executive Officer providing Outlook calendar management, space and event management.
  • Performed composition of reports and documents.
  • Dictation and transcription.
  • Assisted customers and drivers via call taking/monitoring.
  • Processed credit card charges.
  • Provided directions as needed and special handling of corporate accounts.

Confidential

Culinary Arts Center Administrator, Baltimore, MD

Responsibilities:

  • Meeting coordination and minute taking.
  • Calendar management
  • Report writing
  • Letter composition
  • Document creation
  • Dictation
  • Served on Open House/Enrollment Committee developing and implementing.
  • Events and materials
  • Greeting of guest
  • Answering telephones
  • Gathering and reporting of statistical information
  • Payroll and benefit administration
  • Expense reporting and budget management
  • Supervision of work study clerical support staff

Confidential

Office Manager

Responsibilities:

  • Oversaw daily customer service activities.
  • Responsible for order taking.
  • Managed customer billing; individual and corporate account collections
  • Monthly statement generation and general ledger account month-end closeout.
  • Daily bank deposits.
  • Additional accounting and administrative duties as assigned by Branch Manager and Corporate Controller.

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