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Help Desk Supervisor Resume

Atlanta, GeorgiA

SUMMARY:

  • Proven ability in leading IT projects and implementing software applications and tools.
  • Skilled and knowledgeable in aspects of desktop/laptop/printer and Windows 7 troubleshooting and support including project management, network solutions, mobile device technology and industry best practices.
  • Installation and maintenance of network cables
  • Planned, documented and executed unit test plans to ensure all code changes met requirements or specifications.
  • Monitored projects from initiation until services go - live and effectively managed overall project-related issues.
  • Maintained systems high availability and performance monitoring with ITIL best practices.
  • Managed help desk support functions and phone system support.
  • Develop technical solutions by assembling staff, vendor and service resources to evaluate, design, test, install and maintain hardware, applications and software.
  • Install and configure iPhones, iPads, Android, and Blackberry, operating systems.
  • Responsible for hands-on server administration, hardware acquisition, installation, capacity planning and troubleshooting network related issues in a 24x7 support environment.
  • Resolved incident tickets using ticketing systems (i.e. Remedy, Zendesk, etc.)
  • Knowledgeable of desktop operating systems windows 7, windows 8, Apple, Unix, Linux.

TECHNICAL SKILLS:

Applications: Microsoft Office (Word, Excel, PowerPoint, Outlook)

Cloud Platform: Amazon Web Services, S3Communication

Microsoft Lync 2010

Databases: DynamoDB, SQL Server 2000/2005/2008 administration, MySQL

Database Management Systems: Relational Database Service

Email System: Microsoft Exchange 2003/2010

IDE: Eclipse

Methodologies: PMI, AGP, Scrum

Mobile: Android 4.0, Simple Notification Service

Networking: Cisco IOS Routing and Switching, DHCP, DNS

Operating Systems/Platforms: Apple OS, Linux, Windows, Unix

Programming Languages: Python, SQL, PL/SQL, C, XML, Java, Unix shell scripting

Windows Server 2003: 2012 R2 (Active Directory, Group Policy, RDS, WSUS), Linux (Ubuntu, Centos)

Server Hardware: IBM System X Server, HP Proliant Server, Dell Server

Storage: NAS, SAN Technologies

System Backup and Restore: Symantec Backup Exec, Storagecraft Shadowprotect Image backup, Trulead VM Explorer

Tools: Instagram and YouTube API

Virtualization: VMware vSphere 5.x, VMware Workstation, VirtualBox, Citrix XenApp Fundamentals

Web server: IIS, Debian Apache, Debian Linux

PROFESSIONAL EXPERIENCE:

Confidential - Atlanta, Georgia

Help Desk Supervisor

  • Provided exceptional customer service while assisting customers with mobile, laptop and desktop software installations.
  • Utilized extensive technical skills to provide email support and effectively repair broken mobile devices and laptops.
  • Efficiently reset passwords and restored backup files to customer devices to increase customer satisfaction.
  • Developed weekly staffing plan and schedule to ensure coverage and service availability.
  • Defined sales strategy and operating processes to ensure efficient service delivery for customers.
  • Worked as highest level technician in troubleshooting and repair within several Windows operating system environments that included Windows XP, Vista and 7 while also displaying and applying top tier repair knowledge in desktop and laptop hardware.
  • Applied expert knowledge in repair and technical inquiries to resolve email, operating systems, installations, virus removal, printing and software related issues in a timely manner.
  • Demonstrated strong troubleshooting knowledge in mobile operating systems (Android and iOS).
  • Applied expert-level customer service skills while developing a successful client return rate.

Confidential - Stone Mountain, GA

Help Desk Supervisor
  • Provide exceptional customer service while delivering comprehensive desktop support for students and faculty.
  • Facilitate implementation of new organizational technology to ensure all technical needs are exceeded.
  • Collaborate with management team to identify strategic IT initiatives and facilitate the adoption of technology-based solutions.
  • Develop technical solutions by assembling staff, vendor and service resources to evaluate, design, test, install and maintain hardware, applications and software.
  • Streamline requirements gathering processes to support development of newly enhanced features and functions.
  • Lead the efforts to define, analyze and implement technical and functional improvements.
  • Deliver server and application-related helpdesk support and training to internal and external clients.
  • Guide clients and users on tough technical problems, demonstrating service scalability, application enhanced performance, 24x7 availability and exceptional support.
  • Responsible for hands-on server administration, hardware acquisition, installation, capacity planning and troubleshooting network related issues in a 24x7 support environment.
  • Implement, maintain and oversee all aspects of the information technology systems and solutions.

Confidential - Atlanta, Georgia

Project Manager

  • Provided exceptional customer service while overseeing day to day operations.
  • Served as onsite liaison between supervisor and subcontractors to ensure projects were completed to requirements.
  • Effectively created and maintained an effective and successful work environment.
  • Provided project scheduling and management, ensuring projects were completed on time, under budget and exceeded expectations.
  • Developed product concepts, business and commercialization plans for new technologies in addition to identifying and driving improvements in current and future new products.
  • Monitored and drove accountability for all projects and services including delivery, performance and functionality.
  • Suggested high-level recommendations on upcoming technology needs and priorities.
  • Maintained accurate and timely data on current and past technology operations.
  • Supervised technological purchases while sustaining annual IT budget.
  • Worked collaboratively with senior management on IT strategies to provide a premium level of service.

Confidential - Atlanta, Georgia

Graphic Design Team Leader

  • Utilize extensive technical skills to design and create promotional materials and websites for small businesses and individuals.
  • Successfully manage and coordinate graphic design projects from concept through completion.
  • Collaborate with clients to create the initial vision, conceive designs and consistently meet deadlines and requirements.
  • Effectively build, motivate and direct design and production teams.
  • Create and conduct highly persuasive, high quality graphic projects which exceed all expectations.
  • Successfully translate subject matter into concrete design for newsletters, promotional materials and sales collateral.
  • Create design theme and graphics for marketing and sales presentations, training videos and corporate web sites.
  • Participate in a team effort to produce streamlined production of manuals and materials.

Confidential - Atlanta, Georgia

Freelance Junior Developer

  • Aligned with business teams to understand and translate business requirements to functional requirements for the app 
  • Coordinated the translation of requirements and needs into forms, code changes, data structures, approvals and tasks.
  • Defined development tasks and provided time estimates to aid in scheduling.
  • Efficiently monitored progress against task estimates to provide status to managers and project stakeholders and to ensure the project was on track for the expected completion date.
  • Planned, documented and executed unit test plans to ensure all code changes met requirements or specifications.
  • Supported programming changes during quality assurance, user acceptance testing and post implementation to ensure integrity of features.
  • Responded to questions, researched and resolved issues to provide technical support for production features.
  • Technology Used: Python, Debian Apache server, Amazon Web Services, Debian Linux server, Python 2.7 Pyramid Web Framework, Android 4.0, Eclipse, Instagram and YouTube API, Relational Database Service, DynamoDB, S3, Simple Notification Service.

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