Deskside Manager Resume

SUMMARY

Helpdesk / Desktop Support Technician with 17+ years overall experience supporting users in large - scale environments including work experience with C3i
Technical support via desk-side support and phone
Experience in Windows Operating Systems including XP, Vista, and Windows 7 and 8
Microsoft Office Suites 2003/2007/2010/2013
Expert in remote support, VPN, software and hardware installs, troubleshooting and imaging for Dells, HP, IBM laptops and Hardware

PROFESSIONAL EXPERIENCE

Confidential

Deskside Manager

Responsibilities:

Acts as the primary engagement to Operational problems
Works with the company s team to successfully close support service request issues and support testing activities
Works with project teams to help implement, maintain, and improve Internal Systems
Effectively communicates relevant IT - related information to site management and client management (as appropriate)
Test and coordinate modifications to the system when needed and troubleshoot problems when they occur.
Engage in meetings as assigned to provide updates and statuses.
Maintain communication with corporate IT and operations staff.
Work with corporate IT to resolve complex issues.
In collaboration with IT determines ways to store, organize, analyze, use, and present data.
Produce regular reports on a daily, weekly and monthly basis.
Refer questions to appropriate person when needed.
Responsible for professional verbal and written communication with all internal and external customers.
Adhere to professional etiquette standards when communicating with Management members, coworkers, customer, and other visitors.
Assist with various research projects and/or special projects.
Sets goals to provide continuous improvement for assigned site

Confidential

Appliance Technician

Responsibilities:

Diagnose Smart Appliance and fix and update firmware and software.
Connect Smart appliances with Hub and install and setup all the function.
Diagnosis and fix all the residential appliances.

Confidential

Help Desk Analyst

Responsibilities:

Provide daily phone support for all end users within the Firm for all components of the IT infrastructure and Application Support. This includes supporting users connecting in remotely via Cisco VPN and Citrix environment..
Ability to work in high stress, high call volume environment Record problem systems and status information through the use of Service Now and REMEDY.
Confer with NSC management staff to apply information, systems and technology solutions to callers.
Provide a link with the new National Operations Center and the end user for all aspects of infrastructure support.
Ensure service delivery adherence to established service level agreements, through proactive monitoring and support of call volumes to attain required call captures to meet department goals.
Troubleshoot workstation access, applications software and functional application support, using knowledge of network operating systems or notifying the appropriate support organization.
Support MS Office Suite 2010 & 2013 (Word, Excel, Outlook, PowerPoint)
Maintain technology guidelines, operating procedures and support documentation.
Attendance to Developmental training sessions provided by National Support Center is required Escalate or consult issues with 2nd level support and management when solution is unclear.
Proactively maintain communications with callers through analysis and resolution process particularly in difficult customer situations, to keep them informed of status. Provide follow-up once resolved to ensure customer satisfaction.
Documentation of resolutions and submission to Knowledge Base.
Provide resolution and support documentation for use by New Hires
Provide peer relationship and peer support to new hires.
Flexibility on daily and weekend schedule required to support 24x7 environment Ability to adhere to rotational shift schedule Mandatory Overtime required at peak times.
Perform related duties as assigned or requested

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