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Help Desk Manager Resume

Richmond, VirginiA

SUMMARY:

I am seeking an IT position in a mid - sized or large company. I enjoy interesting and challenging technical work and am able to translate technical jargon and concepts into non-technical language. With more than fifteen years in the IT field and with more than eight years of management, I have a varied background from project management to video telecommunications with a specific focus on technical support and maintaining critical operations. Able to learn and take on any new task or software. I know military and government organizations, structure, protocols, customs, and courtesies as well as private companies. I also have an excellent work ethic, strong communication skills, extensive customer service experience, attention to detail, and can work independently or as part of a team.

PROFESSIONAL EXPERIENCE:

Help Desk Manager

Confidential, Richmond, Virginia

Responsibilities:

  • Managed a team of technicians and oversaw a Help Desk responsible for all IT related issues for over two hundred attorneys plus related staff.
  • Managed many successful large projects including installation of SCCM, a hardware refresh across eight offices, and updating a Windows 7 / Office 2010 environment to Windows 10 / Office 365. Managed Office 365 licensing and successfully rolled out Skype for Business.
  • Developed and enforced numerous policies and procedures.
  • Created ad hoc, daily, weekly, and monthly reports.
  • Responsible for interview and performance review processes.
  • Coordinated on updates and problem resolutions with other IT staff, management, and vendors.
  • Controlled server room access.
  • Administered Workshare for employee and client accounts and files, administered Confidential - Confidential for the library department.
  • Tested new software and hardware before implementation.
  • Worked on-call to provide additional support in a very customer service oriented work environment.
  • Supported Active Directory, FileSite, Cisco Call Manager, Exchange, VPN, Citrix and others.

Operations Senior

Confidential, Richmond, Virginia

Responsibilities:

  • Oversaw a team of twenty-five technicians.
  • Performed technical support for government and military personnel, as well as contractors in various locations.
  • Ensured all personnel had adequate and support for effectiveness of operations staff and applications in a production environment.
  • Monitored metrics Crystal Reports to confirm SLA's were met.
  • Analyzed existing and wrote new triage documentation for problems and applications.
  • Assisted in coordinating roll outs, tasks, and resolutions with other departments.
  • Oversaw installation and set up of new imaging / warehouse environment.
  • Communicated with the COTR to confirm all contract tasks were completed.
  • Coordinated interview process for new hires with the Program Manager.
  • Responsible for assignment, tracking, and resolution of Tier 2 tickets in Remedy for end user support.
  • Provided support for VPN and Citrix users.
  • Worked with and supported Active Directory and Blackberry Manager.
  • Designated as critical personnel.
  • Received multiple promotions, the first of which was within six months of being hired.

Help Desk Analyst

Confidential

Responsibilities:

  • Worked under harsh conditions to maintain essential communications for a forward operating base in Iraq.
  • Provided second level support for all network, hardware, and software issues for three separate networks.
  • Assisted with establishing and updating procedures for securing classified information.
  • Created user accounts, distribution lists, security groups, and organizational units in Active Directory.
  • Assisted with upgrades and installations in the D Confidential Center, ensured cabling between offices met safety and security standards.
  • Configured and installed servers.
  • Created and loaded images for dozens of different hardware platforms for both classified and unclassified user workstations.
  • Performed network scans and updated workstations remotely using GFI LanGuard.
  • Supported SharePoint for multiple units.
  • Used Cisco Call Manager to configure Cisco VoIP phones.
  • Successfully resolved communication issues with other bases, Europe, and the continental United States.
  • Worked with civilians and military personnel from numerous countries.
  • Acted as Help Desk Manager when needed. Assisted in the of both new hires and military personnel.

Help Desk Coordinator

Confidential, Richmond, Virginia

Responsibilities:

  • Supported end users at geographically separated power plants and administrative facilities as well as offshore oil rigs.
  • Worked with Confidential to create, resolve, and follow up on tickets for end user issues.
  • Provided support for a mixed environment of NT, 2000, XP, Novell, and Solaris as well as VPN and Citrix users.
  • Worked with and supported Lotus Notes, Active Directory, mainframe applications, and SAP. Also supported a large variety of in house and web based applications.
  • Assisted with AD migration and Notes upgrades.

Lead Help Desk Analyst

Confidential, Glen Allen, Virginia

Responsibilities:

  • Worked in a call center supporting Confidential employees nationwide as well as vendors .
  • Supported remote users using VPN and Citrix.
  • Responsible for creation, dispatch, and resolution of tickets in Clarify.
  • Created and updated technical solutions to resolve problems.
  • Used Active Directory and Remote Assistance in Windows XP to help troubleshoot and resolve end user issues.
  • Supported Novell, Unix, and Windows XP.

Business Systems Analyst

Confidential, Arlington, Virginia

Responsibilities:

  • In charge of preparation, execution, and follow up of flag officer and other video telecommunications for the Confidential to the Confidential, and coordination of meetings and events with sites across the US, Europe and the Confidential .
  • Assisted the PC Lab and D Confidential Center in troubleshooting workstation, server, and networking issues.
  • Supported Windows 95, 98, NT, and 2000 for three resident networks.
  • Assisted in migration from legacy to NMCI intranet. Performed maintenance and distribution of laptops and multimedia projectors

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