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It Help Desk Supervisor Resume

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Elgin, IL

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SUMMARY:

Accomplished IT leader with a proven track record in a corporate, call center and warehouse environments. Improving productivity with innovative solutions and achieving the highest level of customer satisfaction.

  • Customer Service
  • IT Service Delivery
  • Stakeholder Interaction
  • Business Strategy
  • Vendor Management
  • Collaborative Leadership
  • Analytics
  • Communication

PROFESSIONAL EXPERIENCE:

IT Help Desk supervisor

Confidential, ELGIN, IL

Responsibilities:

  • Managed Six System Admins & Desktop Specialists in E-commerce environment.
  • Managed AWS & VMware Solutions.
  • Managed Google Suite Enterprise solution & SQL Data Management.
  • Software and Cloud application testing.
  • Conducted migrations, implementations, massive deployments and Data center Infrastructure.
  • Implemented policies and­ procedures using ITIL standards.
  • Conducted quarterly meetings in Easton, PA, and Irvine, Confidential to review SLA and KPI metrics.

Sr. IT SUPPORT ANALYST

Confidential - AURORA, IL

Responsibilities:

  • Managed 3+ contractors and ensured all service levels were achieved.
  • Managed a budget of $100K.
  • Improved and maintained high customer satisfaction with robust 24/7 support.
  • Managed users and policies for VPN, PKI, F5, Barracuda, and Cisco technologies.
  • Engaged business leaders to manage expectations on time and excellence in solutions delivery.
  • Setup a 24/7 technical support model using a 3rd party.

IT SUPPORT analyst

Confidential, AURORA, IL

Responsibilities:

  • Managed tier 2/3 support for 700+ users (remote/onsite).
  • Managed a budget of $50K.
  • Led the Softphone implementation project, and relocated the Canada team.
  • Traveled and conducted weekly team meetings in the Chicago Headquarters.
  • Managed sitewide IT infrastructure and upkeep.

ASSOCIATE CLIENT TECHNICAL ANALYST

Confidential - LOMBARD, IL

Responsibilities:

  • Led the Evergreening project for 400+ users.
  • Managed accounts, OUs, and scripts in AD.
  • MDT server deployments, handled mobile and VPN support.
  • Championed Confidential Technologies Ticketing System to provide to the team.

IT SUPPORT TECHNICIAN

Confidential, LISLE, IL

Responsibilities:

  • Supported 3,500+ users (remote/onsite) and handled tier 3/4 escalations.
  • Led a team of two junior IT technicians, while providing on-call support 24/7.
  • Conducted monthly onboarding, established stakeholder rapport on initiatives.
  • Led company-wide projects.

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