Service Desk Team Lead Resume Adelphi, MD - Hire IT People

SUMMARY:

Enterprising IT Service Desk Team Lead displaying over 10+ years on the customer facing front lines. Keen commitment to exceptional customer service and support with recognized strengths in IT service delivery. Successfully implemented re - cabling project at desktop from fiber to Ethernet, involving 1500 end-users. Currently leading the WIN 7 to WIN 10 from staging to desktop delivery.

PROFESSIONAL EXPERIENCE:

Confidential - Adelphi, MD

Service Desk Team Lead

Oversee daily Single Point of Contact (SPOC) operations for multiple Tiers and sites
Monitor incoming ACD calls to ensure SLA is met
Coordinate phone schedules with on-site technicians to ensure that phones are covered
Track Remedy queues to ensure that technicians are assigning/updating and escalating tickets in accordance with policies, processes and SLA’s
Manage technicians’ workload assignments and delegate work as required to accommodate special projects, tasks
Developed requirements and implemented best practices during migration
Leading Windows 10 migration team
Act as Executive Support for the Archivist of the United States, CIO and cabinet
Support company owned desktops, laptops, printers, software installations, mobile devices including iPhone and Samsung
Support remote access and VPN
OS Migration Windows XP to Windows 7 to Windows 10

Confidential , Rockville, MD

Hardware upgrade technician

Provided hardware support - desktops, laptops, printer configuration upgrade memory on Dell desktops and Dell laptops
Install specialized software
Install and setup printers
Provided software installations

Confidential - Chevy Chase, MD

Senior Helpdesk Desktop Technician

Answer Helpdesk phone, open Service Requests
Install, upgrade, maintenance and repair all hardware, including Dell desktops, Dell laptops, printers, scanners, projectors, FAX machines, Blackberry, IPhones.
Setup Video Conferencing and A/V equipment for meetings.
Install all desktop software including OS Images (Microsoft Windows)
Setup and troubleshoot Avaya IP phones and phone system.
On Call rotation
Monitor group workload, ticket queues

Confidential - Corinth, TX

Executive Desktop Support Technician

Fielded Helpdesk incident calls when needed and fulfilled Service Requests
Upgrade, maintenance and repair of all hardware and software, including desktops, laptops, printers, and scanners, projectors, FAX machines, IP phones,
On Call rotation
KACE Admin
Microsoft Office XP, 2007
Participated in various projects and upgrades in IT infrastructure such as encryption using Safeguard Enterprise solution.
Mentored Jr. Desktop Admins on troubleshooting skills and ticket resolution