Sr. Help Desk Lead Resume

OBJECTIVE

To work with a highly skilled team of professionals applying skills I have learned over the last 14 years in IT to improve and maintain IT compliance and Service to the end user for whatever company I work for. I bring to the table a large assortment of skills and expertise in areas like asset management, and desktop/network support. As well as a well - rounded set of skills in customer support and customer service.

PROFESSIONAL EXPERIENCE

Sr. Help Desk Lead

Confidential

Responsibilities:

Sr. Help Desk Lead for SAP Tempe regional office.
Responsible for the day to day operations of the Tempe offices IT Link Center. Responsible for walk up tickets, regional remote ticket queue and Ticket management of local IT Tickets. Processing and Handling of IT Assets and Equipment.
Responsible for new hire onboarding through IT. Have been training and teaching the new IT Tech’s who have been hired in the home grown ticketing system IT Direct, ticket management, and Asset Management.
Responsible for Imaging of MacBook’s, Windows Laptops, and Linux Laptops. Responsible for new hire onboarding for local staff in my office. Responsible for all Mobile IT assets including iPhone’s, Android phones, and iPad.

Help Desk Analyst

Confidential

Responsibilities:

Senior Help Desk Analyst with Confidential Credit Union. Providing support for every kind of help desk issue from password resets to escalated high level software or hardware related issues.
Primary Administrator for Kace1000 and Kace2000 systems management platform, and Systems Deployment platform, as well as Vulnerability Scanning and remediation for Both Kace 1000 and Kace2000 Servers.
Image development, O365 Migration Project lead on helpdesk side, and Windows 10 Ent. Project lead on the helpdesk side.

Help Desk Analyst

Paramount Equity Mortgage

Responsibilities:

Primary Helpdesk and Security Lead for Paramount Equity Mortgage in Scottsdale AZ, providing support to 190 local staff here in the Arizona office. Maintenance of all local network, desktop, laptop and firewall equipment between our two office at 6970 and 6930 E. Chauncey. Responsible for New Hire Deployment setup of starting employees both account creation and Desktop and Equipment setup. Provide executive support staff with Information Technology support and training. Work with our App Support department and local team member to resolve issues with our financial software and services.
Work independently without much oversite or supervision from my managers or Directors. Was also responsible for software trouble shooting of our key financial software Encompass. Troubleshooting consisted of reporting back to the application support team finding when updating the OS, and compatibility issues with the software and other bolt on products. Working with software vendor and application support team to resolve issues with the software.
Primary Security Responsibilities were Maintaining and Managing, our McAfee EPO Server which supported our IDS, AV, Threat Detection, and McAfee Agent Handler Deployment services. As well as the Server Management for the VM for that McAfee Deployment/Management Server.