Help Desk/ Contractor Resume Largo, MD - Hire IT People

SUMMARY:

IT professional with 19+ years experience in Help Desk Support and Management.
Day to day management of IT Help Desk
World class customer service,
Quality Assurance using Witness eQuality
Scheduling using Blue Pumpkin
Software application support and training,
Quickly learning software programs in order to provide customer support,
Troubleshooting software application issues,
Total call management/ownership,
Troubleshooting pc, LAN/WAN issues,
Windows account creation and administration in Active Directory and Exchange,
Network and internet concepts and protocols, and
Remote Console troubleshooting (Reachout, pcAnywhere, RAS, SMS, Citrix & Bomgar),

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Help Desk/ Contractor

Confidential, Largo, MD

Responsibilities:

Confidential

Consultant

Responsibilities:

Managed daily operations of Help Desk of 12 - 18 agents.
Achieve quick resolution of issues by applying understanding of computer operations architecture, including LAN/WAN, internet, intranet and mainframe.
Provide excellent customer service with individual computer users while efficiently resolving issues.
Resolve majority of problems on first call, with 100% follow-through and closure.
Consistently record all issues and resolutions in problem tracking system.
Manage customer issues and ensure customers’ satisfaction.
Quality Assurance using Witness eQuality to monitor and provide coaching to support analyst.
Identify cost saving measures, implement proactive detection and resolution.
Initiate processes to decrease call volume and improve business workflow. Recognized by Management for exceeding SLAs, rewarded with stock options and bonuses.
Analyze root cause and call volume trends, recommend changes to improve workflow
Assist to improve team escalation procedures, escalated case tracking processes, and information support rules, and
Perform outage management.

Confidential

Consultant

Responsibilities:

Achieve quick resolution of issues by applying understanding of computer operations architecture, including LAN, WAN, internet, intranet and mainframe.
Provide excellent customer service with individual computer users while efficiently resolving issues.
Resolve majority of problems on first call, with 100% follow-through and closure.
Consistently record all issues and resolutions in problem tracking system.
Minimized network/server down time through on-call outage management support (on a rotating basis).
Ensure mastery of current software, hardware and system configuration.
Consistently provide user training to improve/enhance user experience with technology.
Selected to represent the helpdesk at weekly network change meeting and notify peers of impact of scheduled network changes, based on technical expertise.