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Tech Support Manager/asst. Manager (help Desk) Resume

Annapolis, MD

SUMMARY:

Experienced IT ed in a challenging, career - oriented position with a dynamic and stable company that provides an enjoyable and rewarding work environment that encourages professional and personal growth for all employees.

TECHNICAL SKILLS:

Operating Systems: Experience with supporting and troubleshooting Microsoft OS WinXP, Win7, Win10. Windows Vista, XP, 7, 8, 10, Server 2000

Software: MS Visio, MS Office Suite 2010, 2013, Payroll Software - (SAP, FMIS, PLOS, PeopleSoft) Remote Desktop, CmRc Viewer, Ticket System - (WebHD)

Browsers: Internet Explorer, Google Chrome, Firefox, MS Edge, DLS Intranet

WORK EXPERIENCE:

Confidential, Annapolis, MD

Tech Support Manager/Asst. Manager (Help Desk)

Responsibilities:

  • Manage, Supervise and Assign the daily work that is entered into the ticketing system (WebHD).
  • Make recommendations to management concerning such issues as staffing decisions or procedural changes.
  • Discuss any work problems or grievances with employees who were in need of guidance.
  • Work directly with newly hired Tech Support Manager to train/teach the daily duties and responsibilities of tech support and the policies and procedures of the department/agency.

Confidential, Annapolis, MD

IS Technical/System Analyst/ Engineer I (Help Desk)

Responsibilities:

  • Work directly with subordinates to answer questions, analyze data, and provide practical and/or support to fit customer's present and future needs with available productivity software. Created, designed, configured, and troubleshooter MS Access databases for the customers.
  • Provide on call support to Tier 3 support group for desktop support as well as software installation and troubleshooting. Participated in the Active Directory migration to migrate environment PC’s to Windows Active Directory from Novell Netware. Prepare installation instructions for Commence RM 5.1 Workgroup. Provide staff and users with assistance solving Commence RM 5.1 Workgroup related problems, such as malfunctions and program problems. Install and perform minor repairs to hardware, software, or peripheral equipment.

Confidential, Annapolis, MD

Human Resources Assistant / Payroll Clerk (Legislative Assistant

Responsibilities:

  • Performed advanced Human Resources (HR) Specialist duties as a sr. payroll specialist in the benefits & payroll division performing level cost accounting, systems accounting, federal fund accounting. Reviewed current and fixed assets, liabilities, revenue, and expense.
  • Complete and authorize ADP payroll and performed a variety of routine office/clerical duties for approximately 1,100 participating employers in a timely and efficient manner including reviewing the exception report for critical issues.
  • Recommended adaptations to guidelines and procedures to control transactions of an unusual or complex nature.
  • Certified the monthly accounting reports ensuring general ledger accounts are in agreement with subsidiary records and prepare journal vouchers and adjust general ledger accounts; Reconcile monthly records of work-in-progress, undeliverable orders, unliquidated obligations, and obligated allowance/project allotment.
  • Entered and updated payroll records to include data entry of new hires/Senators and Delegates, status changes, salary adjustments, terminations, leave payouts, and other pertinent information in an automated software system. Prepared correspondences and completed employment/salary verifications, unemployment and other payroll-related requests.

Confidential, Washington, DC

Production Team Lead (Promoted)

  • Supervise the operations of of staffing as it relates to budgets, time and attendance. Responsible for the production performance, work quality, and effectively ensuring deadlines are met within our team. Collaborated with the Production Manager to accurately record the work of the department and during interviews, trains and instructs workers.
  • O versee , review, and manage all aspects involved with maintaining production levels and quality of merchandise to the sales floor. Developed efficient and effective methods and procedures for work simplification and material processing. A ctively ensured a smooth process for all donation functions and enforcing security, a udit and control procedures. C reated invoices/manifest and reconcile weekly statements for the Dell computer recycling program.

Confidential, Washington, DC

Program Services Coordinator

Responsibilities:

  • Managed general services for adult programs which include intake, referrals, community outreach. Met 132% of grant specifications by recruiting over 385 applicants.
  • Completed the intake process, including screening and provision of information, obtainment of eligibility documentation, assessment and notification for all referrals to the division.
  • Developed and maintained new relationships with employers seeking new hires.
  • Reviewed spreadsheets, reports and letters to meet the program and grant specifications and numbers.
  • Contributed to students overall employment placement success through the revision of resumes and cover letters.
  • Possessed strong communication skills in regard to taking/making phone calls, scheduling appointments and communicating.

Confidential, Washington, DC

Camera Technician / Field Engineer

Responsibilities:

  • Collaborated with the Production Manager to accurately record the work of the department and during interviews, trains and instructs workers.
  • Performed daily remote site checks on the various schools cameras, monitors, and servers.
  • Set cameras and analyze data. Documented all repairs and services using Excel and internal company database.
  • Pulled cable for camera and monitor installations as needed. Installed new equipment when needed at various school sites.
  • Performed network troubleshooting when needed on servers.
  • Assisted in end-user to include new desktop links and new software installed.

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