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Help Desk Supervisor Resume Samples
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0-5 years of experience
Led a group of Technical Support Specialists to improve customer satisfaction from only 45% to 86% in two months.
- Integrated two Help Desk units with cross-training and team-building, resulting in one efficient, consistent and unified support group.
- Reduced hardware and software expenses by 20% using more cost effective vendor and shipping options.
- Implemented procedures to improve remote technical support, reducing time spent on each call and related outages by 30%.
- Designed images for thin clients and desktops to improve consistency and performance across enterprise systems.
- Developed policies and procedures for supporting smartphones and tablets both locally and remotely.
0-5 years of experience
Hired and trained customer service representatives to answer and resolve incoming calls. Documented all procedures and created manuals for training all internal and external staff. Supervised team of thirteen support desk technicians remotely assisting more than 4,500 users with call volumes of approximately 7,000 per month. Created yearly and quarterly reviews to ensure staff development. Managed information systems operational activities including assignment of tasks and evaluation of resource priorities. Utilized ACD Concerto/Aspect reports to assess call volume and adjusted staffing accordingly. Analyzed trending data to create knowledgebase for help desk. Hired, motivated, and managed a support team to accomplish the company’s business needs.
- Created customer service measurement tool, analyzing and distributing to all information technology managers to assure customer satisfaction.
- Developed online self-serve tool to assist customers in resolving technical problems.
- Established service-level agreements by negotiating with business units and information technology managers.
- Participated as change control approval board member.
- Implemented problem management process involving complete root-cause analysis. Coordinated and ran meetings to determine root-cause of issues by analyzing incidents and trends.
0-5 years of experience
Provided desktop and LAN support for over 500 employees in twenty business locations.
- Configured desktops and laptops, installing standard software and trouble-shoot hardware issues.
- Managed evaluations and reviews, standardizing procedures, internal Help Desk ticket distribution, prioritizing and escalating trouble-calls.
- Maintained and organized asset management and quality control, prepared weekly statistics reports, assumed full responsibility for the planning, staffing, budgeting and operational effectiveness of all IT data communications functions and support.
- Developed protocols and procedures for desktop and proprietary systems for 24/7 support operations.
- Strategically planned and accomplished the Y2K project for 18 locations, 500 desktops and 40 laptops, which resulted in a successful IT departmental project.
10+ years of experience
Directed, planned, coordinated, and administered day-to-day operational activities of Help Desk department and staff of 4. Provided support to all computer system users. Coordinated all employee relations.
- Trained personnel in customer service techniques, appropriate problem management, and escalation processes and procedures.
- Ensured Help Desk was appropriately staffed and provided support to end-users.
- Recruired, interviewed, selected, trained, supervised, and evaluated employees and recommend staffing and personnel changes.
- Generated top-performing staff by providing performance coaching.
0-5 years of experience
Assisted in the planning and layout of network infrastructure responsible for supporting all aviation operations for the southern region of Iraq.
- Facilitated and helped organize the wiring of over 23 buildings for both classified and unclassified network connectivity.
- Helped facilitate and establish maintenance flow of over 250 classified and unclassified computer systems and user accounts.
- Coordinated workflow and supervised, evaluated and trained 20 technicians in helpdesk support operations, leading to 100% readiness of communications and information technology.
- Ensured that all projects were accomplished in a timely manner and maintained care accountability for over $3 million in computer and network equipment and commercial vehicles.
0-5 years of experience
Orchestrated first-level technical support services to 300+ military, contractor and civilian users of Windows 7 and related systems. Supervised a 6-member team and ensured that all incident responses met guidelines and established metrics of applicable DoD and Joint Regulations as well as other authorities and Service Level Agreements. Provided support through telephone, remote log-in, and in person. Wrote and administered help desk policies, procedures and schedules. Directly involved with staff hiring and performance reviews.
- Documented, assigned or escalated work orders using Remedy tracking system. Closely managed trouble ticket flow to assure timely resolutions.
- Created and managed user and computer accounts in Active Directory.
- Supported installation and operation of Office 2010 suite applications.
- Utilized Content Manager permissions on SharePoint 2007/2010 to support customer access to specific sites and subsites.
- Successfully coordinated workstation migration from Windows 2K to Windows 7, maintaining schedule integrity while minimizing individual downtime for more than 260+ users, including many who were engaged in mission-critical tasks. Completed 5 month project two weeks ahead of the deadline.
0-5 years of experience
Served as the Maintenance Supervisor for the company troubleshooting several communications systems while coaching and mentoring operation managers and maintenance supervisors alike.
- Managed the maintenance department operations and administration including scheduling, reports, inventory, and customer service.
- Planned and coordinated the installation of all sensitive communications equipment in over 300 vehicles assigned to the company leading to 100% in compliance at all times.
- Supervised the movement of all sensitive equipment to El Paso, Texas from Afghanistan with zero losses.
- Trained Afghanistan National military on how to plan, employ, and maintain communication systems.
- Responsible for the serviceability of equipment worth in excess of 7,000,000.
- Enforced strict safety and disciplinary guidelines that resulted in zero injuries and 100% accountability of personnel in a hazardous environment.
- Cross trained all employees in the department of the Information Technology which led to a successful deployment of Windows 7 across 300 computers and four enclaves.
10+ years of experience
Responsible for the hiring, supervision and productivity of the IT Help Desk Unit which services approximately 4,000 City employees
- Responsible for CRM of the internal leadership team, as well as, for the city employees of auxiliary departments
- Implement QA measures by monitoring e-mails and voicemails received by the Help Desk to ensure issues are being resolved in a timely, courteous and professional manner
- Interface with the Purchasing department to ensure DIT compliance with the State and Federal procurement guidelines
- Improved efficiency of the ordering, tracking, and deployment of approximately $1 million in annual DIT computer equipment purchases
- Recognized for leadership and team building skills by being selected to head the implementation of Salesforce/BMC Remedyforce Help Desk application
- Coordinated meetings with various departments to gather the necessary business requirements to build the Salesforce/BMC Remedyforce Help Desk application
0-5 years of experience
Supervised the day-to-day operations of the help desk, identified, researched, and resolved complex technical problems.
- Created & maintained active directory for internal client’s user.
- Diagnosed and corrected system and network problems related to litigation services tools and served as a technical liaison to appropriate vendors.
- Assisted in systems migration, conversion, integration of litigation technologies.
- Provided local and remote desktop support for corporate headquarters and several branch offices.
- Installed software, modified and repaired hardware and resolved technical issues.
- Oversaw inventory and office supply purchases.
- Increased Customer Satisfaction rating from 3.5 to 4.8 out of 5 points.
0-5 years of experience
Managed and monitored team activities for 12 help desk representatives for the Customer Support Department.
- Trained and mentored new Customer Support recruits in the use of applications and in technical support methods.
- Planned and assign tasks to employees.
- Coordinate weekly departmental meetings.
- Investigated issues reported by customers and employees in a timely and efficient manner.
- Supported other team members and facilitated in creating a stress reduced atmosphere.
- Answered technical questions regarding software products and their requirements within related industries.
6-10 years of experience
Led Tier 2 support of the user community in both internal application and third party software.
- Worked closely with the user community to develop specifications for software enhancements and reports.
- Advanced support to a team approach resulting in customized service.
- Implemented client control in establishing priorities.
- Developed and communicated support expectations to client community.
- Documented procedures and processes for support staff and service level information for the user community.
0-5 years of experience
Carried out service routing plans for satellite installers in the field and Provided map support to installers that are en route to appointments
- Communicated with customers to schedule technician visits for service and trained less experienced members of the team.
- Organized and relayed additional jobs for technicians that may have jobs fall through.
- Updated tracking grid to keep the operation appraised of current customer/technician statuses together with record of service calls and work orders.
- Received calls from customers requesting information and changes in Programming and products and services.
- Accurately and consistently tracks work, including monitoring communications to/from and statistics on a daily/monthly basis.
- Provided Technical call coaching and acts as an advanced technical resource to functional area.
0-5 years of experience
Managed IT team of four technicians and mentored them in support of greater service levels and end user satisfaction
- Monitored, tracked, benchmarked and analyzed trends in Service Desk requests and user-satisfaction.
- Implemented Service Desk best practices and methodologies and ensured appropriate use of tools to provide quality support
- Developed long-range technology and process improvement roadmaps and introduced ITIL Service Management and Asset Management to the organization
- Developed and put into practice Metrics and Reporting processes for improved Incident, Problem and Change Management, and owned Incident Management tool maintenance, licensing and optimization
- Provide full computer, network, and mobile device support for all C-level and senior executives
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
