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Help Desk Shift Supervisor Resume Profile

NY

Career Objective: To use 13 years of computer repair experience and over 20 years of applied technical skills to provide excellent service and support in a technical, hands-on role. To continually improve my knowledge and skills for advancement into more challenging positions. The operating systems that I have worked with Windows XP, windows 2003, and windows 2007 Windows 7 and Unix, and worked with Remedy or Heat ticketing system.

Work Experience

Confidential

Help Desk Shift Supervisor

I am responsible for a team of technical support agents, and administer and monitor Help Desk system to ensure data integrity and have the ability to extract and analyze statistical data that will assist departmental personnel, management, and the user community in various decision making processes. Proactively plans for support of systems by interacting with project leaders, managers and end users to meet support needs. Supervise and monitor daily activities of Help Desk and Computer Operations personnel in order to ensure adherence to service level agreements and manage customer expectations.

Confidential

System maintenance services

Server, SAN arrays, and backup system hardware Break/Fix at customer sites to complete scheduled service calls and use guided scripts to perform routine field activities such as installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems. Duties include installing and optimizing Hardware, Software and Networking products and configurations and ensuring customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.

Confidential

Help Desk Analyst

Responsible for providing the first-line of telephone technical support of hardware, systems, sub-systems and applications for employees. Answers basic questions about installation, operation, configuration, customization, and usage of assigned products and using remote desktop applications Dame Ware and VNC to remote to the system and fix the issues. Escalates complex problems to the Support Engineering staff or Field Engineering. Typically provides technical support for internal customers and Escalates complex problems to higher level of expertise within organization. The operating systems used were Windows XP, Windows 7 and active directory.

Confidential

System maintenance services

Server, SAN arrays, and backup system hardware Break/Fix at customer sites to complete scheduled service calls and use guided scripts to perform routine field activities such as installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems. Duties include installing and optimizing Hardware, Software and Networking products and configurations and ensuring customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.

Confidential

Field Engineer

Computer and Printer hardware Break/Fix at customer sites to complete daily, scheduled service calls and use guided scripts to perform routine field activities such as installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems. Duties include installing and optimizing Hardware, Software and Networking products and configurations and ensuring customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.

Confidential

Desktop support technician

Dell and Gateway hardware Break/Fix at customer sites to complete daily, scheduled service calls to perform routine field activities such as installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems. Duties include installing and optimizing Hardware, Software and Networking products and configurations, also worked with Remedy ticketing system.

Confidential

Services Support Rep 2

Responsible for providing the first-line of post-sales telephone technical support of hardware, systems, sub-systems and applications for customers and employees and Answers basic questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. The operating systems used were Windows 98 and ME, Windows XP, Windows 2000, and Worked with Remedy ticketing system.

Confidential

Server Support

Responsible for providing the first-line of alarm monitoring and technical troubleshooting of hardware, systems, sub-systems and applications for Windows and Unix servers .To remote into the system and, Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to the Support Engineering staff or Field Engineering. The operating systems used were Windows 2003 and Sun Solaris.

Confidential

IT Support/Help Desk Analyst

Responsible for providing the first-line of telephone technical support of hardware, systems, sub-systems and applications for employees. Answers basic questions about installation, operation, configuration, customization, and usage of assigned products and using remote desktop applications Dame Ware and LANDesk to remote to the system and fix the issues. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to the Support Engineering staff or Field Engineering. Typically provides technical support for internal customers and Escalates complex problems to higher level of expertise within organization. The operating systems used were Windows XP, Windows 2000 and active directory, and worked with Heat ticketing system.

Confidential

Services Support Rep 2

Responsible for providing the first-line of post-sales telephone technical support of hardware, systems, sub-systems and applications for customers and employees. Answers basic questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to the Remote Support Engineering staff or Field Engineering. Typically provides technical support for internal and external customers and Escalates complex problems to higher level of expertise within organization. The operating systems used were Windows 98 and ME, Windows XP, Windows 2000, and Worked with Remedy ticketing system. , and worked with Remedy ticketing system.

Confidential

Technical Support Rep

Provide customer service and technical support to resolve installation and operational issues with the Scene Access software. Responsibilities include troubleshooting internet explorer issues and pc security issues, pc hardware and other pc software. In charge of email correspondence responsibilities include answering questions, researching escalated issues, customer call-backs and working closely with the development group. The operating systems used were Windows 98 and ME, Windows XP, Windows 2000.

Confidential

Tech I

Provide customer service and technical support to resolve installation and operational issues with the High Speed Internet HSI service. Responsibilities include troubleshooting TCP/IP issues and network conductivity, pc hardware and software, resetting TCP/IP and other pc software. Roamer responsibilities include answering questions, researching escalated issues, customer call-backs and working closely with the Escalations group. The operating systems used were Windows 98 and ME, Windows NT 4.0, Windows XP, and Windows 2000. , and worked with Remedy ticketing system.

Confidential

Adelphia Communications

Provided customer service and technical support in order to resolve HSI installation and operational issues. Researched, diagnosed, verified, and documented hardware, software, and network issues pertaining to the HSI service and when necessary, referred issues to other internal departments for resolution. The operating systems used were Windows 98 and ME, Windows NT 4.0, Windows XP, and Windows 2000, and worked with Remedy ticketing system.

Confidential

Sun Microsystems

Worked at Sun Microsystems as a Planner/ Dispatcher. Set up this department from the ground up. Responsible for planning, scheduling and dispatching field personnel to fix computers. Lead person coordinating and overseeing 25 members for the Sun power team at Sun Microsystems.

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