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Help Desk Manager Resume Profile

San Jose, CA


Computer Skills: MS Outlook, Word, Excel, PowerPoint, Project, Visio, Remedy, SMS, Clarify, QuickBase, BRIO, Siebel, eRoom, NetMeeting, Primus KnowledgeBase, Oracle 11i, Oracle iProducts, VIM, Nortel VPN, LDAP, ACE, SecurID, Windows 98, 2K, XP, Active Directory, Novell, Exchange 2003, Dameware, Veritas, LDRPS, ePerformance, PDT, PeopleSoft

  • 12 years directly related experience in, call center, help desk, customer service, and customer relations environment along with managing, evaluating, improving and documenting processes, focused on global best practices for the Enterprise Help Desk/Desktop support.
  • Proven experience in having created a center of excellence, built a customer service centric organization, and defined and met service level agreements.
  • 5 years experience managing a Help Desk staff, Processes and 5 years managing IT services.
  • Effective communications with all levels of the organization and ability to manage sensitive situations. Experience with telecom systems, customer relationship management systems, and systems development and enhancement.
  • Ability to establish budgetary requirements and manage spends.
  • Excellent oral and written communication skills appropriate for company-wide distribution.



Customer Service Manager

  • Lead the team that supports Customer Service call center escalations and research items to meet and exceed key performance indicators, customer satisfaction, and cost to measurable objectives.
  • Oversee all aspects of the Call Center Customer Service operation
  • Respond to escalated customer complaints in a professional and timely manner.
  • Work with General and District managers to coordinate services and keep them informed as issues arise.
  • Exceptional ability to influence peers and business partners at all levels.
  • Strong planning, forecasting, problem-solving and analytical skills and ability to execute actions necessary to achieve goals.
  • Oversee the coordination and monitoring of all phases of service machine.
  • Project a knowledgeable, enthusiastic, positive attitude that encourages customer and employee confidence and reflects the professional image desired by Waste Management.
  • Be involved in and/or conduct departmental and company training. Make personal contact with customers and assist them with requests as appropriate.
  • Review, rate and evaluate employees' performance on an annual basis in accordance with PDS guidelines as provided by the people department.
  • Conduct and/or attend and contribute to periodic meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency.
  • Motivate, coach, counsel and discipline supervisory personnel according to Waste Management's policies and ensure they're in compliance with the standards in their administration of counseling and disciplinary steps.
  • Interview all prospective final candidates for any vacant staff position within the customer service department prior to any offer being extended. Provide training and presentations as needed in a positive and professional manner.
  • Maintain open door policy.
  • Update and submit required reports in a timely manner.
  • Approach all encounters with employees, customers and vendors in a friendly, service-oriented manner.


Help Desk Manager

  • Managed and supervised the daily activities of the Help Desk function, to include training, coaching, organizing, planning, and staffing operations, including performance reviews and Written Development Plans.
  • Build, developed and managed a team of Help Desk Analysts responsible for providing end user support to Intuit employee base. This includes managing all processes, procedures, and systems related to the reception, identification, prioritization, and tracking over 10,000 end user incidents and requests per month.
  • Point of Contact for all customer escalated issues.
  • Delivered quality, cost effective customer service with 97 customer satisfaction.
  • Managed 1st and 2nd level support for company's Windows 2K/XP desktop and Intranet-based applications for all PC, Laptop, Blackberry and PDA's
  • Supported general telecom user services such as phones Avaya Call Management System , cell phones, WebEx, video conferencing technologies including provisioning equipment and determining appropriate and cost effective rate plans along with account administration.
  • Coordination of Remote Access/VPN Support for over 1000 Remote Sales and Marketing employees.
  • Ensured that Help Desk client support expectations are met through first and second level problem determination and problem resolution efforts.
  • Developed and maintained Help Desk processes and procedures for all IT services to ensure accurate resolution/escalation/assignment.
  • Leveraged flexible contact systems Avaya Call Management System/email/web and customer relationship management systems Remedy to design robust service support models. Ensure integration with change management and outage response processes.
  • Developed and implement survey tools and methodologies to measure customer satisfaction.
  • Provided metrics and analysis against key performance indicators to track trends and identify appropriate recommendations or conclusions.
  • Analyzed and measured organizational performance against customer requirements and lead modifications to existing systems and/or support services.
  • Marketed IT services across the enterprise emphasizing education and awareness.
  • Managed the development, measurement, and review of service level agreements to continually achieve business requirements and customer satisfaction levels.
  • Managed relationships in partnership with other business functions across the enterprise to ensure adequate alignment with business objectives
  • Forecasted budget requirements for the Help Desk/Desktop staff and related tools.
  • Advocated the value of the Help Desk with executive level management and functional business unit management.

Help Desk Service Delivery Manager

  • Partnered across functional teams with Telecom, Service Delivery, Client Executives Network Services, HR, CTO CCSD Finance and Procurement on vital projects such as GEMS, Oracle 11i, and iProducts with an eye toward service creation and improvement.
  • Successfully led the implementation of 45 new on-board Help Desk/Desktop Support Service Offerings and processes for our cross functional groups HR, Telecom, Procurement, Finance, CTO .
  • Developed and implemented high quality support deliverables such as project plans, documents, training and communication across the Enterprise Help Desk/Desktop organization.
  • Effectively utilized Primus Knowledgebase as a repository to document /transfer of knowledge for all new on-board Help Desk/Desktop service offerings.
  • Developed and drove implementation of ITIL best practices and distributed/non-site dependent organization includes technologies, cross-functional alignment, processes, roles, responsibilities, and support strategies.
  • Assessed and recommended improvements to Help Desk/Desktop processes and use of technology.
  • Increased next generation leadership skills within Service Desk organization through retention of high performers and acquisition of new talent. Provided training or ensured all Help Desk/Desktop Specialists attended related training to keep up with the new technologies.


Information Technology Help Desk Team Lead

  • Used the Automatic Call Distribution ACD system, and assumed responsibility of calls communicated with customer resolved problems by providing front line support escalated calls based on scope of impact and close call.
  • Provided 1st and 2nd level support for company's Windows 98, 2K, desktop, telecommunications, and Intranet-based applications for all PC, Laptop, and PDA's.
  • Provided Remote Access/VPN Support for Remote Sales and Marketing employees.
  • Ensured that Help Desk client support expectations are met through first and second level problem determination and problem resolution efforts.
  • Point of Contact for all customer escalated issues.
  • Administrator of Termination Notification Transfer TNT Process. Ensured service providers are notified when customers terminate, transfer or change status.
  • Account and Email Administrator.
  • Responsible for generation of daily and weekly Help Desk reports and weekly and monthly Metrics/charts Conducted on-going weekly Customer Satisfaction Survey using the SMS Call Tracking system with results published monthly.

HP Site Move Manager

  • Managed and coordinated all aspects of HP's site move projects, including relationships between all service providers and vendors for over 1800 employees annually.
  • Ownership for the activities of all the service providers/vendor's i.e., APEX Regional Telecom, PC, Application UNIX as well as Facilities, for any movement of individuals at the site. Moves include: transfers new hires moving to site employees leaving and relocations to another site individuals and groups moving between locations on-site.
  • Improved and created new procedures for site moves and new hire process.
  • Development and implementation of Help Desk after hour support model.
  • Designed and implemented the Help Desk's customized Remedy call tracking system.
  • Conducted training and mentoring of the Help Desk staff.

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