Helpdesk Technical Support Resume

SUMMARY

Over 28 plus years of IT experience wif various platforms, including PCs, Apple devices, Microsoft, and phone setups.
Excellent Customer Service skills wif a positive attitude, empathic listening skills, instilling confidence in end - users.
Ability to motivate and direct staff members and subordinates in leading complex projects wif multiple stakeholders.
Have Healthcare IT technical support experience and professionalism to triage and resolve issues in high-stress situations.
Experience wif SCCM, Cloud Services, O365, Active Directory, Azure, and onboarding and deploying software.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Helpdesk Technical Support

Responsibilities:

Using SCCM Cloud System Center, me have imaged 200 plus Dell laptops and upgraded computer systems and peripherals.
Responsible for answering technical questions and providing desk-side support Confidential a moment's notice to VP and Guild users.
Maintained physical inventory of all Guild Mortgage Laptops and peripherals add-ons relevant to end-user support.
me successfully managed a computer recovery project were 60 plus laptops were recovered and went back into service.
Using SolarWinds, provided Tier 1 and 2 support to NW Region Windows and Apple users, including all IMAC activities
Responsible for Onboarding/Offboarding employees, join users to domains using MS-Azure, and MS-O365 Admin Center.
Cited by several client managers as meeting and exceeding their projective goals.

Support Technician TekSystemt

Confidential

Responsibilities:

Utilized ServiceNow to provide end-to-end break and fix support for all health care organization providers.
Imaged Dell laptops, iPads, set user passwords via Microsoft O365, supporting Windows 10 and Apple IMAC activities.
Lead hospital TechBar support technician focused on teh fly end-user computer and cellular phone support issues.
Reimaged and deployed Swedish Dell laptops using RAT tools, AD setups and joined computers to teh domains network.
Provide first-level Epic support Desk on all Epic-related incident issues, including over teh remote access issues.
Oversaw teh tasks and responsibilities assigned to employees and subcontractors in deploying upgraded computers.
Utilized SCCM RAT tools and ServiceNow, performed 3500 IMAC activities, including MS O365 upgrades and domain setups.
Imaged over 2000 plus computers and peripherals while improving teh quality of service deliverables and ticket closure rate across-client state regions by 75%.

Confidential

Contractor IT Helpdesk Support

Responsibilities:

Provide multiple regions support to end-user hardware and software support, including troubleshooting TCP/IPIP issues.
Proactively identified and resolved hardware deployment issues that may impair teh team's ability to meet goals
Performed PC reimaging using USB pre-loaded Windows and Mac images for laptops, desktop, tablet, and warranty repairs.
Deployed Windows 10 and MS 0365 upgrades on laptops, desktops, and tablets, including thin client computers.
Use IT ticketing system to track customer issues from initial diagnosis, through troubleshooting to resolution or escalation.

Confidential

Program Manager

Responsibilities:

Service Helpdesk manager ensuring that all phases tier 1 and 2 support issues are coordinated, tracked and resolved.
Set standards and support in executive meetings, set teh strategy, establish standards, and set ITIL SLAs.
Developed KPI metrics, implemented a dashboard that reduced backlog tickets by 80%, exceeded SLA deliverables by 72%.
Utilized ITSM to deliver innovative service offerings that improved MTTR incident resolution efficiencies by 50%.
Supported managers and teams to drive Intune and Azure business programs and projects
Improved ticket backlogs and prioritized work efforts to ensure they met and exceeded Service Desk goals by 65%.
Advocated in providing teh tier 1 and 2 teams adhere to Boeing’s operational discipline support standards.
Created and managed KIP metrics against SLA, provided roadmaps that exceed department goals and objectives.
Managed service meetings to champion innovative thinking, bring forth alternative solutions that aligned wif SLA goals.

Confidential

Lead Project Manager

Responsibilities:

Successfully ran project status meetings addressing project health, and team deliverables are on target.
Developed project plans, scheduled, and resource allocation budgets for all EOD retail projects.
Assigned multiple 4G LTE projects defining scope, priorities, and milestone deliverables using Confidential &T’s ITSM tools.
Directed offshore vendor team responsibilities and proactively resolved critical project dependency issues.
Project Manager for migrating RTG to SCSM, supporting all RTG Retail store Incident- Problem Management Requests.
Ensured smooth transition of completed projects into operations wif all key project stakeholders.
Collaborated wif leadership, providing project status, ongoing initiatives, including project recovery strategies.
Managed project progress, scope, resources, and budget against resource allocation, project plans, and timelines
Champion IT support processes and implementing a new complex ticketing system across teh company that TEMPhas
strategic importance and significant impact in many RTG retail store areas.

Confidential

Project Manager

Responsibilities:

Managed multiple end-to-end 4G LTE projects using ITSM in defining project budget, scope, and stakeholder initiatives.
Manage overseas vendors ensuring all project PRISM tasks and blocking issues were resolved quickly.
Collaborated wif various business stakeholders to define detailed 4G business requirements and business rules.
Managed multiple Amdocs product release projects, real-time Amdocs billing systems, and Amdocs Service Platform.
Managed Helpdesk operations and identified procedures gaps that improve customer service deliverable goals.
Reduced backlog tickets by 80%, exceeded SLA deliverables by 72%, and improved ROI by 87%.
Coordinate and perform hands-on fixes Confidential teh desktop level, including upgrading hardware and software installations.
Rebuilt infrastructure, establish a baseline set of policies that deliver exceptional accountability by 60%.
Developed a dashboard monitoring tool that significantly improved all EPA Incident and Problem requests.