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Service Desk Lead (supervisor) Resume

SUMMARY:

To acquire a position with a respectable company in the Washington, D.C. Metro area where my professional virtues and creativity may be utilized to support its overall mission.

TECHNICAL SKILLS:

Hardware: IBM compatible PCs, Dell & HP desktop and laptop, Basic MAC usage, KVM Switchboxes, IBM ThinkPad, Cingular, AT&T, Nextel and Sprint Blackberry, Wyse Thin Clients, Printers (HP, Lexmark, Sharp desk, Ricoh, Plotters)

Software: Word Perfect 6.1,Media Player, Adobe Suites, Magic 7.5, Peregrine, Remedy versions (6, 7, 7.5, 9.1), Service Manager v7, Knowledge Base, Active Directory, System Management Services (SMS), DameWare, CableXpress, Citrix, VPN remote access, RSA Token Console, Roxio, Directory and Resource Administrator (DRA),Quest, Blackberry Desktop Manager 7.0, BES Administration Service 2008, Microsoft SCCM basic knowledge, AirWatch Console, RSA Console, Crystal Reports 11, Microsoft Office 2003, 2007 & 2010

Operating Systems:: Windows 95, 2000, XP, Vista, Apple iOS, Windows7

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Lead (Supervisor)

  • Managed a staff of 33 technicians located in 10 different locations
  • Displayed strong communication skills with staff members, and high military personnel and government officials
  • Reviewed all assigned Remedy tickets to make sure they are being addressed according to SLA’s
  • Conducted Weekly/Monthly staff meetings
  • Compiled Monthly Coaching Log report regarding technician monthly performance.
  • Scheduled and Interviewed all new hires
  • POC for technicians on troubleshooting desktop issues
  • Conduct one on meetings with technicians about performance
  • Communicated with Project Management, Quality Assurance, and Call Center members to discuss any concerns or new projects
  • Complete daily assignment to customers satisfactions
  • Ability to evaluate information, foresee issues and make efficient decisions
  • Coach and train staff in established processes, procedures and expected project deliverables
  • Review customer satisfaction surveys and address any concerns
  • Resolve conflicts and serve as an escalation point for urgent or highly - sensitive client issues

Confidential

Service Desk Team Lead (Supervisor)

  • Displayed strong communication skills with staff members, and high military personnel and government officials
  • Assigned all Hare Point tickets to technicians for a resolution.
  • Assigned Iphone requests for Good Server account creation for all assigned users.
  • Update/Remove users from BES Server when requested
  • Attend Weekly/Monthly staff meetings
  • Lead for 7 technicians for two locations
  • Compile weekly Hare Point reports for management when requested
  • Scheduled and Interviewed all new hires
  • POC for technicians on troubleshooting desktop issues
  • Conduct one on meetings with technicians about performance
  • Communicated with Project Management, Quality Assurance, Customer Service Advocates and Call Center members daily to discuss project completion.
  • Knowledgeable of COTS software and desktop hardware, peripherals, A/V equipment
  • (PCs, Laptops, printers, scanners, MFD and Iphones).
  • Ability to lift up to 50 pounds
  • Ability to maintain professionalism in irate and stressful situations.
  • Ability to complete daily assignment to customers satisfactions
  • Ability to evaluate information, foresee issues and make efficient decisions
  • Created Service Desk Standard Operating Procedures and Work Instructions

Confidential

Sr. Support Desk Analyst

  • Responded/resolved to questions and issues via telephone, in person and emails.
  • Provided support for 1000 users
  • Documented problems with resolution into Knowledge Base and Work Instructions.
  • Documented detailed description of issues into call tracking program Service Manager.
  • Provide necessary escalation to 2nd and 3rd level support to resolve issues.
  • Excellent written, oral, and interpersonal skills and ability to foster client relationships and working relationships with peers.
  • Ensure all customer calls are closed to customer's satisfaction
  • Proactively review open calls for outstanding issues and facilitate timely resolution of problem.
  • Served as the Sr. Customer Service Agent
  • Liaison between Federal employees and other technical department teams
  • Trained new technicians on all Service Desk procedures, ticket submission, and answering calls.

Confidential

Desktop Support Team Lead/Blackberry Technician

  • Displayed strong communication skills with staff members, and high military personnel and government officials
  • Completed all assigned Remedy tracking tickets for new blackberry deployments to Air Force personnel
  • Performed user account creation on BES Server for all assigned blackberry users.
  • Update/Remove users from BES Server when requested
  • Attend Weekly staff meeting
  • Processed new blackberry requests Remedy Change Management Console
  • Lead for 35 technicians
  • Traveled and flexibility with work schedule to oversee project to completion.
  • Assisted with basic testing of Microsoft SCCM for organization implementation.
  • Compile weekly reports for Lockheed Martin upper management
  • Scheduled and Interviewed all new hires
  • POC for technicians on troubleshooting desktop issues
  • Attend weekly meeting with upper management and military personnel.
  • Conduct one on meetings with technicians about performance
  • Twelve years of technology experience with hardware, software, MS Office, and Windows OS.
  • Excellent team management and leadership skills, with an exceptional ability to develop and lead staff in a fast paced environment.
  • Communicated with Project Management, Quality Assurance, Customer Service Advocates and Call Center members daily to discuss project completion.
  • Knowledgeable of COTS software and desktop hardware, peripherals, A/V equipment
  • (PCs, Laptops, printers, scanners, and Blackberry’s).
  • Ability to lift up to 50 pounds
  • Ability to maintain professionalism in irate and stressful situations.
  • Ability to complete daily assignment to customers satisfactions
  • Ability to evaluate information, foresee issues and make efficient decisions
  • Documented detailed description of issues into call tracking program Remedy.

Confidential

Sr. Helpdesk Support Team Lead

  • Responded/resolved to questions and issues via telephone, in person and emails.
  • Provided support for 3000 users
  • Excellent team management and leadership skills, with an exceptional ability to develop and lead staff in a fast paced environment.
  • Provided telephone support during the Passport initiative.
  • Trained and lead a staff of 4 helpdesk technicians
  • Documented problems with resolution into Knowledge Base.
  • Documented detailed description of issues into call tracking program Remedy.
  • Provide necessary escalation to 2nd and 3rd level support to resolve issues.
  • Excellent written, oral, and interpersonal skills and ability to foster client relationships and working relationships with peers.
  • Ensure all customer calls are closed to customer's satisfaction
  • Proactively review open calls for outstanding issues and facilitate timely resolution of problem.
  • Accurately create weekly and monthly management reports

Confidential

Relocation Team Lead/Helpdesk Tech

  • Provided telephone and desk side support to 3,500 government, contractor and military users in a Windows NT 4.0, 2000 and XP environment
  • Managed staff of two
  • Overseen all hardware and peripherals relocation requests.
  • Delivered, installed and configured all workstations.
  • Communicated with Infrastructure team to activate network ports to access LAN.
  • Imaging removable hard drives using Symantec Ghost,
  • Mapped network drives, installed/configured network and local printers.
  • Provided desk side assistance on unclassified and classified workstations.
  • Assisted customers with configuration of Virtual network access Citrix
  • Administered user accounts, network security, permissions and resetting user passwords utilizing Active Directory.
  • Troubleshooted users’ issues remotely using Systems Management Server on unclassified network and Citrix Shadow on classified network.
  • Installed, configured and troubleshoot wireless devices to include Phoneberry and Blackberry.
  • Documented detailed description of issues into call tracking program Magic.

Confidential

Technical Helpdesk Support

  • Provided technical support for HUD’s Central Accounting and Processing System (HUDCAPS), which is a mainframe application that tracks government payments and budget allowances.
  • Provided outstanding customer service skills and received awards from supervisor and government management.
  • Resolved all open incident tickets related to HUDCAPS software issues.
  • Provided assistance with password issues, mainframe connections, software access rights and software network connections.
  • Installed software on training workstations, resolved errors that might occurred during installation
  • Traveled to support the Chief Financial Officer when requested to different HUD field offices to load and set-up training pc for HUDCAPS training.
  • Documented detailed description of issues into call tracking program Peregrine.
  • Created and assigned Peregrine incident/request tickets to project leader.
  • Compiled a weekly open incident ticket
  • Entered all software changes into an agency Lotus Notes database system called HARTS.
  • Assisted the Hyperion and lead technicians with loading upgrades onto users workstations
  • Performed periodic checks on 200 Hyperion servers verifying network stability.
  • Assisted the DBA LAN Integrator with proof reading documentation for punctuation and grammatical errors.

Confidential

Sr. Administrative Assistant/ Helpdesk Support

  • Provided Management of off-site project facilities
  • Maintained par levels on office supplies
  • Coordination of building facility staff for maintenance and cleaning issues
  • Provided support and coordination of maintenance of office equipment, i.e. computers, photocopiers, facsimile machines, telephone system
  • Reconciled and forwarded invoices for processing of payment
  • Managed Office security cards, office keys and telephone access logs
  • Managed Project Management’s Administrative issues through use of HUD’s Administrative Client Request/Response System (ACRS) requests to obtain new or repairs for government office
  • Provided orientation for new project staff on facility and office procedures
  • Coordination of access to local area network (LAN) and mainframe access
  • Coordination of shared drive requests
  • Installation and set-up of Lotus Notes e-mail accounts
  • Facilitation and coordination of meetings, and training sessions
  • Provided support to team members troubleshooting software problems
  • Compiling of the weekly contractor status report, the weekly Project Management Status Report and the Monthly FSI Project Advisory Committee Meeting Status Report
  • Participates in meetings, scribed meeting minutes
  • Prepares Government Training Request forms for HUD personnel
  • Coordination of project office relocation
  • Provides support for submission of the Chief Financial Office FY2000 Budget Submission

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