Service Desk LeadÂ Resume Bethesda, MD - Hire IT People

SUMMARY:

As a dedicated and career orientated Information Technologies Professional, with a proven success record of delivering exceptional work; my primary goal is to meet the needs of others, through executing, assisting and overseeing various projects within a company.
My career has afforded me the opportunity to expand my skills while continuing to grow.

TECHNICAL SKILLS:

HTML
Microsoft Office Suite
Windows XP, Windows 7, Vista
Photoshop, Dream Weaver
Windows Movie Maker, Windows Media Encoder
Adobe Premiere Pro/Final Cut

EXPERIENCE:

Confidential, Bethesda, MD

Service Desk Lead

Responsibilities:

Establish a Service desk system for task management and tracking, which enables the selection of appropriate database and workflow tools.
Create strategic developmental processes to promote growth and maintenance of the Service desk department.
Analyze equipment or software applications to identify problem areas.
Recommend enhancements regarding product, application or documentation.
Maintain daily activity logs of technical problems to ensure limited reoccurrences and accurate reporting.
Trains Service desk personnel to answer and resolve the demands of an inbound call center.
Work collaboratively with a team of skilled professionals, supervisors, end - users and peer groups, to determine support requirements for new features, applications or system functionality.
Verify the accurateness of preventative maintenance requests for database input and tracking.
Prepare activity reports and writes recommendations for management review.
Coordinates scheduling of Service desk technicians.
Supervises the implementation of policies and procedures to ensure Service desk personnel are complying with all governing rules.
Provide administrative and logistical support; (e.g. creating online job requisitions, monitoring scheduling).
Create Knowledge base articles for NIH Community.
Produced Knowledge Base video for instructional and marketing purposes.
Run detailed Knowledge Base usage reports to improve end-user search functionality.
Maintain dialogue between support group and vendors to keep articles current with adequate information.

Confidential, Mclean, VA

Team Lead/Technical Analyst/Program Asst

Responsibilities:

Establish a Service desk system for task management and tracking, which enables the selection of appropriate database and workflow tools.
Create strategic developmental processes to promote growth and maintenance of the Service desk department.
Analyze equipment or software applications to identify problem areas.
Recommend enhancements regarding product, application or documentation.
Maintain daily activity logs of technical problems to ensure limited reoccurrences and accurate reporting.
Trains Service desk personnel to answer and resolve stressful demands of an inbound call center.
Work collaboratively with a team of skilled professionals, supervisors, end-users and peer groups, to determine support requirements for new features, applications or company’s system functionality.
Verify the accurateness of preventative maintenance requests for database input and tracking.
Prepare activity reports and writes recommendations for management review.
Prepare TARS and reconcile expense reports in Extensity.
Coordinates scheduling of Service desk technicians.
Supervises the implementation of policies and procedures to ensure Service desk personnel are complying with all governing rules.
Provide administrative and logistical support; (e.g. creating online job requisitions, monitoring scheduling, conducting set-up for training classes, ship course materials, prepare and send training confirmation letters).
Draft and convert various documents into PDF for reproduction, storage and presentations.
Develop graphic layouts through HTML, PDF and digital formatting for electronic transfer and storage.
Troubleshoot and assist with internet or wireless support for business center clients.

Confidential, Washington DC

Event Coordinator

Responsibilities:

Work with faculty and staff to schedule events for George Washington University Students
Provided all equipment and setup support for all events.
Conduct review of event with Management and staff.

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Service Desk LeadÂ Resume

Bethesda, MD

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