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It Support Services Manager Resume

3.00/5 (Submit Your Rating)

San Antonio, TexaS

TECHNICAL SKILLS

Project Management: Analytical Thinking and Planning, People Management

MS Office Suite: Excel, Word, PowerPoint, Outlook

Managed MDMs: JAMF schools, Securly and Filewave

PROFESSIONAL EXPERIENCE

Confidential - San Antonio, Texas

IT Support Services Manager

Responsibilities:

  • Supervise IT Support Services staff and manages day to day workload and support of IT systems and services.
  • Assisted with the development of IT policies, procedures, and guidelines for the management of all aspects of IT systems and services, risk mitigation, business continuity, and operational support.
  • Oversee Tier 1 and Tier 2 technical support including the installation and troubleshooting of (client, cloud, and network based) software, technology related hardware and peripheral devices, new hardware deployment, device imaging and documentation.
  • Provided Tier 3 technical support including New Employee Onboarding, Event Equipment Support, Board Equipment Support, Device Standards, Internal/External Metrics, Communications and Training, IT Audit and Vendor Management and is the escalation point for technical problem resolution for the Sr. Technician and Technicians.
  • Developed working noledge of IT systems and services in order to provide support to internal customers with a strong focus on high quality customer service.
  • Reviewed and recommended technical solutions and potential improvements to resolve issues, prevent recurrence of problems, or improve reliability.
  • Served as lead for technology projects including asset audit, active directory migrations, school openings, laptop refreshes, device rollout.
  • Oversee asset management.
  • Assisted in the development of the IT Support Services operating budget.
  • Built a collaborative relationship with departments, faculty, school leaders, and other key stakeholders.

Confidential - San Antonio, Texas

IT Support Services Technician

Responsibilities:

  • Provided Tier 1 and Tier 2 desktop and remote technical support to teachers and staff by diagnosing, troubleshooting, and repairing issues with Windows, iOS, and Chrome OS computers & tablets and is the primary escalation point for the Technicians.
  • Diagnosed and supported other technology devices, including printers, projectors, cellular phones, and classroom technology equipment.
  • Installed and troubleshooted software, including client, cloud and network based applications.
  • Prepared and delivered new hardware to employees and classrooms, including imaging, configuration of desktop applications, asset tagging, and initial end-user training.
  • Utilized the ticketing system to receive, prioritize, and respond to support requests.
  • Meet department standards for tickets per day, total tickets resolved, average resolution time and customer satisfaction.
  • Assisted in improving IT services by reviewing documented policies, procedures and adding to the department noledge base.
  • Completed asset audit and maintained asset inventory.
  • Balanced local regional work with state support needs and provided cross regional support.
  • Worked with IT Support Services Manager to lead or Co-lead departmental projects.
  • Software and Systems Administration to support and manage departments key systems and software

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