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It Support Supervisor Resume

Alexandria, VA

OBJECTIVE:

To obtain a position that utilizes my management skills and abilities to support various IT hardware and software systems while providing opportunities to increase my knowledge base and expertise in multiple information technology areas.

PROFILE:

Motivated IT professional with a demonstrated ability to manage and organize complete tasks in an efficient manner while exceeding expectations. I am looking to gain additional exposure to corporate infrastructure along with increasing my ability towards expertise in supporting and optimizing the performance of workstations, peripherals, operating systems, networks, systems, hardware, and software through a specific profession. Able to provide a logical approach to problem resolution with the ability to function independently. Proven ability to learn new systems and skills quickly while maintaining workload and project focus.

SKILLS SUMMARY:

  • Windows XP, 7, Vista, 8, 10
  • Windows Server 2003, 2008
  • Windows Deployment Services
  • Microsoft Office Suite
  • MAC Operating System
  • Microsoft Exchange Server 2010
  • Microsoft Sharepoint
  • Office 365
  • Group Policy
  • Azure Fundamentals
  • PXE
  • Remote Desktop Protocol
  • SCCM (System Center Configuration Manager)
  • Active Directory
  • Mobile Device/Tablets
  • Carbon Black
  • Apple iOS/Android
  • Powershell
  • DOS command’s
  • Dell Kace
  • VPN
  • TCP/ IP
  • LAN/WAN
  • Routers
  • Cisco VoIP
  • Adobe Services
  • Registry Editor
  • Domain Name System
  • Norton Anti - Virus / Ghost
  • Spiceworks
  • Web Help Desk
  • Service Now

PROFESSIONAL EXPERIENCE:

Confidential, Alexandria, VA

IT Support Supervisor

Responsibilities:

  • Manage the Help Desk operations to ensure customer needs are being met
  • Assign day-to-day operational maintenance, installation, support and upgrades for operating systems and workstations
  • Oversee basic and complex troubleshooting of hardware and software
  • Provide support to both the unclass environment and classified environment
  • Creating weekly reports tracking the overall performance of the helpdesk
  • Responsible for imaging company computers for new hires and pc refreshes
  • Work closely with other IT teams
  • Maintain and update processes/procedures related to Help Desk functions
  • Provide both remote and hands-on support for all internal and external users of organization within a timely fashion.
  • Enforce and create SLE’s for staff
  • Supporting government software and other DOD programs
  • Installation of PKI’s and CAC s
  • Supervising 4 technicians ranging from tier 1 to tier 3
  • Responsible for the coordination of the company’s all hands meetings using Blue Jeans

Confidential, Chantilly, VA

Help Desk Manager

Responsibilities:

  • Creating daily reports for tracking call times, overall tickets resolved and the help desk’s daily performance.
  • Reading daily surveys to ensure the end user is receiving top-tier service.
  • Responsible for recruiting, hiring, and the day to day procedures of the help desk.
  • Responsible for providing technical solutions and providing customer service to all of Confidential and Confidential ’s Agents and Employees.-Respond to telephone calls, email and personnel requests for technical support, to include documentation, tracking and monitoring of the request to ensure a timely resolution
  • Acquiring a full understanding of Confidential and Confidential ’s proprietary applications
  • Developing proficient skills in PC/MAC troubleshooting to assist internal employees on a regular basis
  • Responsible for handling and resolving incidents and issues through call center environment
  • Developing the ability to work quickly and efficiently to resolve issues in a timely fashion
  • Utilization of Malwarebytes to detect threats, quarantine items, and remove vulnerability threats
  • Troubleshooting of tickets via Angry IP Scanner to find open ports for various devices being added to the network on a daily basis within the enterprise environment
  • Track all service calls including those delegated to field technicians, to ensure the highest level of customer service and resolution of issues.
  • Forward and escalate all reported complaints or complex issues out of hands to the Director of Customer Service.
  • Research and share new and unique problems with the team to determine the best possible solution
  • Configuration of printers and servers through the utilization of embedded web servers and applications
  • Provide security support via various applications and programs to detect viruses, identify threats, and quarantine threats.
  • Manage users’ credentials and Microsoft Exchange email profiles through the utilization of Active Directory
  • Provide remote support for all internal and external users of the organization via GoToAssist or Remote Desktop Connection within a timely fashion.
  • Managing up to 15 technicians at any given time

Confidential, Northern, VA

I.T. Support

Responsibilities:

  • Work unsupervised to perform system upgrades on various POS (point of sale) systems
  • Assessed system resources in the BIOS to identify and verify the scope of the upgrade required
  • Run multiple tests to check the systems functionality and performance post upgrade
  • Address on-site issues encountered per contract with Confidential
  • Coordinated the replacement of faulty hardware through Confidential tech support
  • Install and configure multiple printers such as Dymo and Oki-data

Confidential, Gainesville, VA

Metro Trainer Store Manager/Store Manager

Responsibilities:

  • Maximized operation through data analysis and visitations
  • Conduct extensive P&L analysis while staff to examine statements for underlying trends and issues
  • Facilitate all sales scheduling, forecasting, and reporting, while monitoring retail inventory
  • Actively involved in promoting a Strong Customer Service Culture
  • Served as the first point of contact for the daily operations within the electronic store

Confidential, Manassas, VA

Store Manager

Responsibilities:

  • Hired, supervised, and trained all internal associates within the store
  • Managed largest Confidential on the East Coast
  • Maintained responsibility for overall daily operations of the retail store
  • Managed budgets, marketing, merchandising, and rotating inventory of stock
  • Implemented various marketing and sales campaigns, aimed at increasing revenue and driving product and brand awareness
  • Ensured timely and accurate reviewing of daily paperwork, while guaranteeing operations control standards are met regarding the opening, closing and operating of the retail facility

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