IT Help Desk Supervisor Resume Catonsville, MD - Hire IT People

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:

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.