Desktop Support Manager Resume Washington, DC - Hire IT People

SUBJECT MATTER AREAS:

COMPUTER SKILLS:

Ability to type 40 words per minute. Proficient in Microsoft Word, PowerPoint, Access, Outlook, SharePoint and ServiceNow.

PROFESSIONAL EXPERIENCE:

Desktop Support Manager

Confidential, Washington, DC

Responsibilities:

Effectively tracked and reduced the active ticket count by 92% (865 open tickets to 70) while also reducing the average age of active tickets by 82% (120 days to 21 days).
Completed the Confidential transition from Windows 7 to Windows 10 for approximately 8,000 federal and contractor end - users.
Created and executed a training plan to change the SD operational model to a “hybrid technician” model in under six months which resulted in a 300% increase in positive customer feedback.
Developed, with subject matter experts, an onboarding training program that allowed newly hired technicians to be fully functional within two weeks of arrival.
Organized and conducted bi-weekly peer-to-peer technical review sessions that resulted in standardizing remote and deskside troubleshooting measures and increasing the First Contact Resolution (FCR) rate by 13%.
Compiled and analyzed data from the ServiceNow ticketing system in order to identify trends and opportunities for additional customer service enhancements.

Confidential

Call Center Analyst

Responsibilities:

Established a walk-up technical support service that provided concierge support to over 4,000 end-users.
Developed an onboarding skills assessment that maximized the ability to place newly hired staff within areas of expertise which allowed for higher levels of customer support.
Managed data collection for monthly, quarterly and yearly contractual deliverables via SharePoint.
Supervised the recovery efforts of over 800 downed computer systems affected by a failed security patch update with a 100% recovery rate in under two weeks.

Inventory Lead / Technical Support Analyst / Call Center Analyst

Confidential, Washington, DC

Responsibilities:

Managed the accuracy of information for over 1700 pieces of inventory within the Enterprise Asset Management System (EAMS).
Documented and distributed surplus equipment to the General Services Administration (GSA) on a monthly basis with an average value of over $100K per shipment.
Supported Operating System (OS) (Windows 7 & Windows 10), application and patch testing in conjunction with the End-user Technology Team (EUT) to ensure 100% deploy to over 8,000 federal and contractor customers.
Maintained information within Active Directory (AD) for over 8,000 users and groups while working with other Task areas to ensure compliance with the contractual yearly review of AD.
Supported Assistive Technology (AT) users with testing and deployment of 508 complaint applications such as JAWS, Kurzweil, Dragon Naturally Speaking, ZoomText and others.
Provided first and second level troubleshooting for end-user computer related issues via both remote and deskside methods and maintained an 89% customer satisfaction rating.
Successfully monitored multiple SD ticket queues providing for 100% ticket assignment as well as 100% ticket documentation for approximately 30 technicians.