Service Desk Supervisor Resume DC - Hire IT People

TECHNICAL SKILLS

PC & Mac Hardware Analyst
Windows Office Suite 2000 - Windows 10 & Office 365
Asset Management and Inventory Control
Adobe Creative Cloud Suite (Photoshop, Illustrator ect.)
Receiving and distribution
Imaging IT assets for deployments
Escalation and documentation through ticketing systems (ITSM, Autotask and Sales Force)
Hardware and Software Procurement
Quality Assurance Analysis
Basic understanding of database and SQL
Customer service and client liaison
Client backs up through Mozy Pro and Box cloud storage
Virtual support; VMWare, Kaseya, SCCM

PROFESSIONAL EXPERIENCE

Confidential, DC

Service Desk Supervisor

Responsibilities:

Build quotes for procurement tickets through detailed analyst of client specifications and needs
Compose and presents Onboarding processes for all new clients
Oversees 50+ workstation deployments for SOW and procurement projects weekly
Leads a review of all open tickets with team daily to ensure that Confidential Service Level Agreements are being met

Confidential

Service Desk Coordinator

Responsibilities:

Supervised and coordinates the daily task for a team of 10 technical engineers.
Advised the Vice President of Technology Services of client support or technical issues for all clients
First point of contact for clients, vendors and other Confidential partners
Coordinated delivery of client hardware via courier service/shipping carrier
Coordinated and schedule resources for onsite support
Liaison and escalation point for client requests or ticket updates

Confidential

Client and Technical Support Specialist

Responsibilities:

Responded to 100+ technical related inquires daily using Cisco Agent and Microsoft Outlook.
Used effective troubleshooting skills to solve tier 1 & 2 related inquires.
Mastered and specialized in over 8 company related desktop and web applications.
Used Microsoft Access database applications to troubleshoot technical inquires for medical programs.
Used effect client support communication to handle manage the help desk queues.

Confidential

Desktop Support Specialist

Responsibilities:

Created employee training materials and procedures to teach in-house workers proper software and hardware protocols.
Managed and coordinated Asset and OS refreshes for over 5 company locations through window 7 migration.
Used effective time management to re-image, decommission, and migrate over 50+ computers daily.
Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
Effectively used USMT to perform XP to Win 7 migrations.
Successfully ran Scan-state, use SCCM to target the machine and apply the appropriate task sequence to image the machine to Windows 7. Once imaged, successfully ran Load-state to apply user data and profile.
Used SCCM to add computers to appropriate collections to push software packages as advertisements. Also used SCCM to remote into end users’ machines to troubleshoot and successfully resolve issues.
Used Active Directory Users & Computers to unlock user accounts, reset passwords, and move computers to the appropriate OUs. Also use Active Directory to provide users with their BitLocker recovery key.
Imaged multiple machines simultaneously in the NOC with the latest Win 7 bare metal image
Troubleshot application install issues by reading through the log files for errors.
Interacted with end users to schedule Windows 7 migrations, and obtained information about their applications, printers, and mapped network drives prior to being migrated.
Performed Tier 2 desk side duties, and ran tickets escalated from the Tier 1 help desk team.
Troubleshot end users’ access to network resources or devices, such as mapped drives, VPN access, networked printers, and RDP access.
Worked alongside Avanade/ Confidential colleagues and helped tremendously with the scheduling and migrations of WG employees.
Maintained the dashboard and tracker of migrated users and updated it daily to track future
Joined the Avanade floor walking team to remediate post-migration issues.

Confidential, Alexandria, VA

Head Courtesy Clerk

Responsibilities:

Delegated daily task to team of 10 clerks to optimize productivity.
Patiently provided high quality customer service to 100+ customers daily.
Performed hourly store scans/sweeps and regulatory reporting to management to ensure cleanliness and security.
Led a team of clerks to close the warehouse to standard nightly, exceeding expiations of management.

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Service Desk Supervisor Resume

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