Help Desk Manager Resume

OBJECTIVE

I seek an Information Technology Support position where I can utilize my proficiency in client, server, customer support, software support integration, migration and infrastructure systems management, as well as maintenance and support of existing legacy systems.

TECHNICAL SKILLS

IBM Personal computer proficient, Microsoft Office 2016, Adobe Acrobat, Windows XP, Vista, and Windows 7 - 8-10, Mac OSx
Active Directory, Visio, Mozilla Thunderbird, Outlook, Google Aps (Mail, Calendar, Docs, Sheets, and Hangouts) Norton Ghost
Norton Antivirus, McAfee Antivirus, SCCM, Magic Service Desk, Heat Service, VMware Service Manager, Jira
Blackberry Desktop Manager, Apple iOS, ITunes Enterprise Management, HP Web Jet Admin, WebEx
Go To Meeting, Polycom MGC Console, Internet Explorer, Google Chrome, Mozilla Firefox, Cisco VPN
Nessus Scan, Microsoft Rich Copy, RIS, Micr8000 Reject Repair System, Unisys Payment Information Archive System
Advanced Financial Solutions Software Suite, Ability to operate the IBM 3890 document processor and the NCR 7780 document processor.

PROFESSIONAL EXPERIENCE

Confidential

Help Desk Manager

Responsibilities:

Act as the face of NOS IT user support.
Supervise and coordinate daily activities of the NOS Consolidated Help Desk consisting of local help desks for AAMB, ONMS and, IOOS.
Develop and implement training and processes to standardize and streamline NOS Help Desk operations.
Maintain effective communication between Help Desk staff and the Network, Infrastructure, Security, Admin, and CIO Management teams.
Utilize ITIL - based processes, procedures, and metrics to ensure that all user requests are acted upon efficiently, consistently, and effectively.
Represent NOS users during planning and configuration meetings.
Communicate news, updates, changes, and concerns to NOS users and NOS IT staff.
Represent NOS users during planning and configuration meetings.
Develop and implement policies and procedures for the configuration and use of Jira Ticket Management System.

Confidential

Help Desk Team Lead

Responsibilities:

I was responsible for the monitoring and routing of all incoming requests received via email, phone, walk-up, and VMware Service Manager
Created Service Manager Incident tickets for any issue, identify the problem, and determine the best course of action (immediate resolution or escalation).
Set up network, email, and calendar accounts for users.
Installed, configure, and troubleshoot hardware and software.
Installed and configured Dell Desktops and Laptops, Apple Mac Pro Desktops and Mac Book Laptops, HP Printers, Blackberries, iPhones, iPads and other peripheral devices.
Provided Network and VPN support for in-house and off-campus users.
Provided Conference room support for meetings utilizing WebEx, Go To Meeting, audio visual and Polycom equipment.
Procurement Support of IT equipment and services.
Prepared and revised help desk documentation and procedures.
Track and maintained security inventory, and provide media sanitation of all IT equipment.
Evaluate and mitigate security risks, threats and vulnerabilities on all computers and software applications.
Prepared IT equipment for international travel.

Confidential

Desktop Support Specialist

Responsibilities:

Provided phone, remote, and desk side technical support to over 1000 Environmental Protection Agency users.
Logged and closed Incidents in Magic Service Desk ticket tracking system.
Troubleshoot a wide range of hardware, software, and basic network issues, documented resolutions knowledgebase.
Support Windows XP, MS Office 2003, Louts Notes 6.5, and a host of other software applications.
Created, maintained, and installed images on the Remote Installation Service server for department's desktop and laptop systems.
Performed software distribution through Magic Desktop Automation Suite.
Imaged, configured, and repaired Dell Desktops and Laptops.
Installed, configured, and support Lexmark printers.
Performed Virus and Malware detection and removal.
Administration of User accounts in Novell, Active Directory, and Lotus Notes.
Serve as escalation point for Tier Is and Tier IIs and support other technicians with special projects