Helpdesk Operations Manager Resume

SUMMARY

Over seventeen years of professional customer relations, information systems, sales and marketing experience in the software industry. Serving as the project management lead for the Federal Emergency Management Agency helpdesk. Excellent client - interaction skills.. Active team member of the Department of Justice Bulletproof Vest Partnership grants management Program. Other Information Technology professional experience includes development for government websites and varying program technical support roles.

AREAS OF EXPERTISE

Client Management
Customer Satisfaction
Grants Management
Project management
Team Management
Training

TECHNICAL SKILLS

Web-based enterprise systems
PC Workstation hardware troubleshooting
Windows Software and OS installation, configuration, Dreamweaver,
Windows 9X, 2000, NT, XP, Vista, UNIX
Web Development

PROFESSIONAL EXPERIENCE

Confidential

Helpdesk Operations Manager

Responsibilities:

Project Management Lead of the technical helpdesk for the Department of Homeland Security / Office for Domestic Preparedness Assistance to Firefighters Grant Program.
Instructs all employees on helpdesk regulations and customer support issues, and ensures support accuracy.
Forms liaison between Federal Emergency Management IT department and Fire Grant Program Office at DHS for any technical concerns or innovations.
Trains all fire grant personnel on web-based grants management system .
Conducts quality assurance testing of web-based applications for fire grant system.
Maintains and generates call log reports, statistics and metrics.
Responds to all technical support emails.
Project consultant of the technical helpdesk for the OCC CATS program
Create policies and procedures that the OCC CATS team would use on all helpdesk calls
Interview and evaluate candidates for employment on the helpdesk
Participate in all work/planning sessions regarding the new web based software
Create call log reports, statistics and metrics to be used for helpdesk evaluation

Confidential

Health Resources & Services Administration

Responsibilities:

Web development team member
Helped to create mock-ups of the proposed grants management website for client

Confidential

Helpdesk

Responsibilities:

Technical team member for the Confidential helpdesk
Log and troubleshoot incoming support calls and emails

Confidential

Systems Administrator

Responsibilities:

Sales training and HR Recruitment
Professionally handing client complaints
Inventory management and control
A dvertising/Marketing initiatives
Appropriations of Billing
Was responsible for the ADP/UNIX-based dealer management system for all four locations of the company.
Provided P.C. Workstation technical support to all system users.
Managed vendor billing for all computer administration.
Frequently updated accounting and inventory database system .
Created special computer project presentations for various internal corporate events.

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