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Helpdesk Manager Resume

Florence, KY

Targeting IT Support Position

Technology Summary

  • Certifications: CompTIA A+
  • Systems: Windows 9X/NT/2000/XP/Win 7
  • Ticketing Systems: Remedy, Clarify, Heat, Track-It, Microsoft Service Manager
  • Telephones: Blackberry Enterprise Server Admin, Shortel Director Admin., Android, Windows Mobile, IPhone, Blackberries, Avaya
  • Software: CenterVue Call Tracking

IT Experience

Confidential - Florence Ky

  • Helpdesk Manager, (2005 to 2012)
  • Managed analysts for 24x7 coverage.
  • Performed yearly evaluations
  • Provided monthly reports to upper management covering SLA's, ROFL and Call Volume as well as Customer Satisfaction Surveys results.

Selected Contributions:

Researched and developed knowledge-based articles, resulting in an increase in first-call-resolutions to almost 70%.
Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%).

Confidential - Florence Ky

  • Account Lead, (2000 to 2005)
  • Managed analysts for 24x7 coverage.
  • Responsible for taking care of various clients
  • Provided monthly reports to both GE's upper management and Clients covering SLA's, ROFL, Average Answer Speed, Average Abandonment Rate,
  • Call Volume as well as Customer Satisfaction Surveys results.

Applications Supported

  • Windows XP and Windows 7
  • Office 2003. 2007 and 2010
  • Shoretel phone system with Avaya VOIP Phones
  • System Management Suite by Microsoft
  • Symantec
  • Blackberry Enterprise Server
  • Active Directory
  • Exchange Server
  • Support all Mobile devices including IPhones, IPads, Android and Windows Mobile devices
  • Altiris
  • Numerous company custom applications
  • Cisco VPN
  • Aventail VPN
  • Adobe Products
  • Hardware Supported - Laptops, Desktops, Printers

My Qualifications:

  • 6 plus years administrating user accounts with both Active Directory and Exchange. Including the creation of email distribution groups.
  • Over 12 years of supporting end users for both hardware and software. This included, printers, scanners, fax machines.
  • 6 plus years supporting mobile devices including Blackberries, android and smart phone as well as IPhones and IPads.
  • Researched and developed knowledge-based articles, resulting in an increase in first-call-resolutions to almost 70%.
  • Managed user request or issues received via email, phone or voicemail in a 24/7 environment.
  • 6 plus years managing the BES server.

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