Manager, Help Desk Support Resume Washington, D.C. - Hire IT People

SUMMARY:

To obtain a senior management/leadership position within a technological environment that will enhance my personal skill set and present opportunities to meet strategic organizational needs and performance metrics while working with the latest business technologies.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Washington, D.C.

Manager, Help Desk Support

Responsibilities:

Daily operational management of Help Desk professionals on issues including Incident Management, Customer Support, Training, and Web Application Support
Execute Total Quality Management (TQM) to promote qualitative, metrics - based support interaction
Analysis of quality assurance and performance metrics for adherence to performance benchmarks
Global resource management for incoming customer inquiries, projects, and administrative work
Responsible for department budgets and meeting of financial objectives of organizational division
Provide proactive support for ACS Publications customers regarding technical use of peer review web application and other supported environments via phone, chat and email
Facilitate vendor management and communication to provide proactive solutions and business processes
Develop and document systemic solutions for highly complex problems and business work flows
Creation and maintenance of knowledge base articles for internal/external readers
Manage broadcast messages to internal/external clients and preserve associated mailing lists
Trend analysis of group performance, request/interaction volume, and incident history
Compilation of monthly reports for executive level management
Facilitate hosting of webinars and tele/video-conferences via multiple meeting hosting technology for internal and external meetings

Confidential, Laurel, Maryland

Business Systems Support Analyst

Responsibilities:

Provided first level support of telephone equipment and pc hardware/business applications operating on an Windows platform
Analyzed telephone equipment and PC hardware inventory
Managed user profiles and user access permissions for call distribution assignments
Installed banking software, browsers and MS Office applications
Managed generation and assignment of phone system user identification logons to phone support agents
Tracked, resolved and reported on trouble incidents with business applications

Confidential, Reston, Virginia

Supervisor, Help Desk

Responsibilities:

Primary point of contact for escalation and daily events from phone support agents, (inclusively, scheduling and operations)
Administered change management for the webhosting support’s internal and external policy/procedures
Analyzed Automated Call Distribution statistics, contact resolution rates, Key Performance Indicators and ticket history
Managed broadcast messages to internal/external clients and preserved associated mailing lists
Delegated and managed progress of supplemental projects
Formulated detailed Incident Reports for problem service related issues
Assisted System Admins in resolving server conflict issues on NT 4.0 servers and resolved DNS issues
Monitored Web servers and C&W Backbone using Site Scope, Netcool, and Red Alert
Received incoming internet web hosting requests via phone, email and live-chat web application, and delegated assignments to field technicians
Assisted Help Desk with administration of Windows operating systems and hardware, mapping users to network resources, and user/group profile management
Provided account maintenance for Internet accounts
Acted as primary point of contact for escalations
Managed and monitored ACD statistics and daily performance
Managed and troubleshot C&W long distance account