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Help Desk Coordinator Resume

Arlington, VA

SUMMARY:

  • Self - motivated and result-oriented management professional with over 16 years of experience.
  • A solutions-minded and quality-care focused professional with distinguishable s across multiple sectors including healthcare management, staff development, budget administration, cost reduction, and client relationship management.
  • Experience in collaborating with peers/colleagues to develop effective project plans outlining objectives, strategies, timelines, and required resources.
  • Possesses strong financial control and reporting skills working professionally to ensure all statutory and corporate obligations are met.
  • Expert knowledge in strengthening internal and external client relationships, both end-users and management, by proactively identifying needs or responding to inquiries, providing solutions, and communicating progress.
  • Strong written and verbal communication skills, strong problem solving and analytical skills.
  • Experience working in various advisory roles to senior leaders, clients and external customers.
  • Create, standardize, and assist in tracking performance metrics to improve customer satisfaction

TECHNICAL SKILLS:

Typing Ability 85 WPM, Proficiency in MS Office (Word, Excel, PowerPoint, Access) and other computer applications. Windows 10, Vista, XP, MS Office (including advanced knowledge of Word, Excel, UltiPro, PowerPoint, Outlook), Adobe, Acrobat, Internet Explorer, Google, Chrome, SharePoint, CRM, and PayCom, Costpoint 7.1 Remedy

PROFESSIONAL EXPERIENCE:

Help Desk Coordinator

Confidential, Arlington, VA

Responsibilities:

  • Provides technical writing support to ensure the proper documentation of the individual products and services provided under this .
  • Oversees the Implementation of Service Now Administrative Support and Data Services
  • Assists in the development and maintenance of operation manuals as well as policy and procedures within the ADVISE project.
  • Receive service requests from ADVISE customers and assist in routing request for proper handling and in tracking responses.
  • Composed, designed, edited and prepared various correspondence, documents, and reports for the department including spreadsheets, graphs, and charts. Identified computer applications to perform required duties in the most effective manner
  • Maintained and updated corporate documents (i.e., policies and procedures, organizational charts and announcements for the designated department) and departmental files

Loan Document Specialist

Confidential, Washington, DC

Responsibilities:

  • Data entry of several data points for Confidential projects over a period of 20 fiscal years to be included in a Confidential .
  • This work will consist of reviewing project information across a variety of sources which relate to a particular transaction(s).
  • Enters several data points on each Confidential transaction.

Communications Center Associate

Confidential, Washington, DC

Responsibilities:

  • Provided information on Credit Union products and services, performed account transactions, and resolves account problems for members via the telephone, mail, e-mail, fax, and other web-based communications in a professional and confidential manner while upholding the Credit Unions’ engaged service philosophy.
  • Opened accounts and offers new products and services to both new and existing members to meet members’ financial needs. Acts as liaison between members and the Foreign Exchange Office and EFT wire transfers.
  • Performed all transactions, such as loan disbursements, deposits, withdrawals, transfers, wire transfer (inquiries / follow ups / recalls / investigations / reoccurring tickler maintenance), address changes, TSA transactions and loan payments. Balances daily financial transactions.

HR/Administrative Specialist

Confidential, Washington, DC

Responsibilities:

  • Provided administrative support using a varied skill set, which includes exceptional customer service, strong project management, and superior organization and communication, while ensuring confidentiality at all times on personnel and compensation information.
  • Managed concurrent project plans by defining a strategy and prioritizing conflicting objectives to achieve deliverables as agreed within budget.
  • Strengthened internal and external client relationships, both end-users and management, by proactively identifying needs or responding to inquiries, providing solutions, and communicating progress. Created and maintained confidential HR employee and transaction files, which comply with the policies and procedures for HR documentation.
  • Processed all HR transactions including new hires and employee information changes and generate reports using a plethora of systems including the 401k recordkeeping system, timekeeping system, and SAP.

Client Service Manager

Confidential, Washington, DC

Responsibilities:

  • Analyzed data and key performance indicators (KPIs) for transaction volume, staffing, and financials. Identified opportunities for process improvement by partnering with subject experts, preferred vendors, and Knowledge Client Solutions and Sales.
  • Supported marketing efforts which provided consistent and cost-effective services enabling clients to focus on more strategic initiatives. Conducted extensive sales-oriented and identified the optimization between services and goals related to the alignment of people, processes, policies, and branch revenues.

Account Supervisor

Confidential, Washington, DC

Responsibilities:

  • Managed staff schedules ensured time sheet compliance and followed up as needed, prepared various activity reports utilizing Microsoft Office, UltiPro time and attendance (UTA), and various other software applications, identified systems to improve workflow, and process all personnel and payroll action requests.
  • Managed the copy center service, mailroom, reception area, supply inventory, and outsourcing projects. Created reports and summaries of account conditions for upper management to utilize in strategic planning.

Call Center Manager

Confidential, Washington, DC

Responsibilities:

  • Supervised several call center operators, helping and guidance as needed.
  • Reconciled and resolved benefit billing issues with insurance carriers and vendors.
  • Administered FMLA and Leave of Absences ensuring accurate documentation.
  • Performed administrative recruitment standard activities, liaised with candidates, and maintained electronic documents in the Confidential .
  • Facilitated the preparation for the delivery of new hire orientation and generate new hire reports as needed.
  • Finalized time records for payroll processing and generate routine and ad-hoc reports (i.e. turnover, headcount, finance/budget, regulatory, etc.)
  • Trained management staff how to effectively improve departmental relationships and efficiency by establishing goals, ultimately increasing revenue by 56%.
  • Utilized Linux system programs PuTTY and SONAR to provide statistical data and software requirements in addition to identifying possible developmental needs for campaign staff to achieve higher success rates.

Business Development Specialist

Confidential, Washington, DC

Responsibilities:

  • Collaborated with colleagues to develop effective project plans outlining objectives, strategies, timelines, and required resources for implementing innovative programs and projects to effectively promote key features and advantages of products and services to prospective clients and companies.
  • Developed an information database containing current and potential customers and initiated client follow-up.
  • Assisted the Program Manager to establish Business Development campaigns and provided technical and administrative support for marketing programs and issues.

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