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Helpdesk Manager Resume

SUMMARY

  • 2 years of mid - level management experience, along with collaboration and communication skills with a focus on addressing trouble tickets and preventive measures in an efficient and reliable fashion resulting in successful problem resolution.
  • Team Leader experience along with project management experience
  • 5+ years of helpdesk level 1 support and 5+ years in multiple network environments providing both level 2 and level 3 support and administration for desktops, servers and peripheral technology such as iOS devices, Android devices, Handheld remote PDA equipment. Proficient in JAMF (Apple Management software), Proficient in Linux devices as well

TECHNICAL SKILLS

  • O365
  • Dell
  • Windows 8.1 and Windows 10
  • HP
  • Toshiba Notepads
  • IBM
  • VOIP Phone systems
  • Android
  • Mac OS iOS
  • Win Servers (2008 and 2012)
  • MS Exchange
  • Active Directory, hubs, routers, switches, Cisco routers and other VPN products

PROFESSIONAL EXPERIENCE

Confidential

Helpdesk Manager

Responsibilities:

  • Install, configuration, testing, and troubleshooting/Break fixing end-users servers, desktops, laptops, PDAs, network hardware and peripherals in order to deliver required service level
  • Assist with troubleshooting and attempt to fix known issues in a timely manner
  • SCCM support, Windows 8 and 10 server support
  • Dell desktop and laptop troubleshooting and virus removal
  • Assist with network and login set up for new employees using remote access
  • Apple laptop and desktop troubleshooting, system board/power supply replacement, BIOS configuration
  • Configuring VPN setup and Active Directory
  • Microsoft Office Suite (all versions) application troubleshooting
  • ESAT, Bitdefender and several other antivirus and endpoint protection installation and configuration software
  • Windows 10 Enterprise operating system deployment
  • Windows 10 Remote Assistance/Remote Desktop
  • Configured Citrix applications and servers
  • SCCM and Jamf setup and maintenance
  • Deploying and Loading of Images on PC Computers and laptops
  • Maintained Remote Server clean-up and setup
  • Hardware support for Dell laptops and desktops (repairing screens, hard drives, keypads, adding/removing RAM etc.)

Confidential

Helpdesk Manager

Responsibilities:

  • Managed a group of 9 employees on a high-level fortune 10 company met SLA’s within 5%
  • Answering Phone calls in a timely manner
  • Install, configuration, testing, and troubleshooting/Break fixing end-users servers, desktops, laptops, PDAs, network hardware and peripherals in order to deliver required service level
  • Assist with troubleshooting and attempt to fix known issues in a timely manner
  • Desktop and laptop troubleshooting and virus removal
  • Windows 7/10 Enterprise operating system deployment
  • Windows 7/10 Remote Assistance/Remote Desktop
  • Assist with network and login set up for new employees using remote access
  • SCCM Admin
  • Microsoft Office Suite (all versions) application troubleshooting
  • Windows server 2008/2010/2012 Junior admin level
  • Active Directory admin
  • Deploying and Loading of Images on PC Computers and laptops
  • Maintained Remote Server clean-up and setup
  • Hardware support for laptops and desktops (repairing screens, hard drives, keypads, adding/removing RAM etc.)

Confidential - Bloomington, MN

Technician/ Team Lead / Account Manager/ Project manager

Responsibilities:

  • Managed a group of 7 employees on a high-level fortune 100 account met SLA within 10%
  • Project manager for a high-level fortune 100 account
  • Answering Phone calls in a timely manner
  • Install, configuration, testing, and troubleshooting/Break fixing end-users servers, desktops, laptops, PDAs, network hardware and peripherals in order to deliver required service level
  • Assist with troubleshooting and attempt to fix known issues in a timely manner
  • Desktop and laptop troubleshooting and virus removal
  • Windows 7 Enterprise operating system deployment
  • Windows 7 Remote Assistance/Remote Desktop
  • Assist with network and login set up for new employees using remote access
  • Assist with VPN setup
  • G Suite maintenance and setup
  • Microsoft Office Suite (all versions) application troubleshooting
  • Windows 10 Enterprise operating system deployment
  • Windows 10 Remote Assistance/Remote Desktop
  • Configured Citrix applications and servers
  • Active Directory setup and maintenance
  • Deploying and Loading of Images on PC Computers and laptops
  • Maintained Remote Server clean-up and setup
  • Hardware support for laptops and desktops (repairing screens, hard drives, keypads, adding/removing RAM etc.)

Confidential

Helpdesk Lead

Responsibilities:

  • Install, configuration, testing, and troubleshooting/Break fixing end-users servers, desktops, laptops, PDAs, network hardware and peripherals in order to deliver required service level
  • Assist with troubleshooting and attempt to fix known issues in a timely manner
  • Dell/HP and Lenovo desktop and laptop troubleshooting and virus removal
  • Assist with network and login set up for new employees using remote access
  • Lenovo and Apple laptop and desktop troubleshooting, system board/power supply replacement, BIOS configuration
  • Assist with VPN setup and Active Directory
  • Microsoft Office Suite (all versions) application troubleshooting
  • ESAT antivirus and endpoint protection installation and configuration
  • Windows 10 Enterprise operating system deployment
  • Windows 10 Remote Assistance/Remote Desktop
  • Configured Citrix applications and servers
  • Active Directory setup and maintenance
  • Deploying and Loading of Images on PC Computers and laptops
  • Maintained Remote Server clean-up and setup
  • Hardware support for Lenovo laptops and desktops (repairing screens, hard drives, keypads, adding/removing RAM etc.)

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