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Help Desk Manager Resume Samples
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6-10 years of experience
Prioritize issues based on impact, document the solutions and provide highest quality of customer service
- Helped establish new processes and procedures on responding to various security incidents, significantly increasing response time and improving overall customer service.
- Solved complex troubleshooting problems with various network devices and triaged them to appropriate groups as needed.
- Troubleshoot issues as well as supported Exchange, Active Directory, and VOIP
- Performed as System Administrator, managing all new Active Directory Accounts
- Established new processes and procedures on responding to various security incidents, significantly increasing response time and improving overall customer service.
- Answered and resolved level 1 support issues as well as being the lead on all escalated level 2 and level 3 support calls.
0-5 years of experience
Managed US Help Desk staff and was responsible for day to day activities of the US Help Desk, with emphasis on customer service and incident resolution.
- Expanded Help Desk service to support remote offices in MA, CT, and CA. Increasing the number of supported customers to over 1000.
- Trained IS staff to utilize ServiceCenter 3.0 software; Point of contact for all development requests within the system.
- Monitored Help Desk customer satisfaction and ratings by developing a Help Desk survey for clients to use.
- Managed and monitored call center tools, voice mail systems and customer service tracking tools.
- Maintained daily and monthly statistical reports.
- Interviewed, hired, and trained all new Help Desk employees.
0-5 years of experience
Ensured customer satisfaction ratings were being met and tickets were resolved in a timely fashion.
- Participated in control review board and change management board
- Implemented processes and ensured helpdesk met ITIL standards.
- Managed network and desktop groups on an interim basis for 4 months until full time manager could be found and trained.
- Evaluated laptop hardware options to determine best fit in environment as well as reliability and cost.
- Collaborated with desktop engineers for image capture and build for new laptop refresh
- Worked closely with networking on network printer deployment.
- Coordinated two mobile phone purchase days with corporate rate discounts with representatives from all major cellular networks.
0-5 years of experience
Responsible for the Help Desk Department, all of the daily functions and Help Desk department employees.
- Provide Technical assistance to faculty, students and staff.
- Created and enforced a college wide Service Level Agreement that ensured problem resolutions expectations and time frames.
- Created and managed Help Desk operations, with a user base of 3000+ students, faculty and staff.
- Identified, recommended, developed and implemented tutorials for end users to increase computer literacy and self-sufficiency.
- Developed, managed and implemented training workshops in Microsoft Office 2003 and multiple other software applications to faculty, students and staff.
0-5 years of experience
Supervised all Help Desk functions to include installation of configuration of software and hardware, user account management through Active Directory, DRA, Tivoli, HEAT, and Remedy
- Managed 4 work centers; provided network configuration, data storage, boundary protection, and provided Tier 1 and 2 support to 3,000 users
- Provided VPN services, troubleshoot and reconfigured services ensuring 24/7 and 100% network connectivity
- Created wireless internet café and configured wireless laptops and printing capabilities
- Researched and analyzed problems, issues, and program requirements relative to promoting products and services which resulted in a successful Vista and with no work stoppage and no data loss
6-10 years of experience
Managed the operation of the Retail Help Desk in providing customer support that spans multiple hardware and software platforms in 700+ retail stores in a 24×7 operation.
- Provided day to day direction to a staff of four Supervisors, three Knowledge Engineers and 50 Help Desk Analysts to ensure proper support was provided to the stores.
- Escalated critical situations to other support functions to ensure service was restored to the stores in an expedited manner.
- Managed a budget of $3M+ closely monitoring overtime to help reduce expenses
- Knowledge management system, Remedy, training.
- Directed and led a team of resources in several large projects, i.e. Giant Carlisle ISP integration project, upgrade and move of the Interactive Client Phone System, and Automation of Alerts project which was implemented to reduce resources.
- Developed processes, i.e., HR tracking log, attendance tracking, and managed people.
0-5 years of experience
Managed a Help Desk providing 24/7 remote monitoring and support for 40+ Servers, 300+ Desktops across 10+ clients
- Managed & mentored three Help Desk associates that providing Tier 1 and 2 Support
- Provided Tier 3 support to all Help Desk clients
- Primary onsite consultant for 5+ clients; Secondary onsite IT Consultant for 10+ clients
- Built excellent client relationships; provided “damage control” when a client relationship was failing
- Planned and implemented custom IT solutions for clients based on their individual needs and goals
0-5 years of experience
Advanced through two promotions based on exceptional leadership talents, contributions, loyalty, and dedication.
- Directed, motivated and supervised team of three help desk technicians in supporting 180 end users.
- Orchestrated quarterly laptop refresh in close cooperation with multiple departments.
- Continuously communicated with vendors to anticipate and ensure alignment with current and future technology needs.
- Transitioned users’ desktop environment into privately hosted Cloud environment to enable remote access and optimize disaster recovery measures.
- Proactively integrated virtual servers in privately hosted Cloud environment for computer programmers.
0-5 years of experience
Managed IT helpdesk.
- Ensured service levels agreements were met on a consistent basis and implemented contract addendums for clients when needed.
- Implemented new training procedures and helped to developed knowledgebase for help desk.
- Assisted in problem escalation and resolution to maintain client business relationship.
- Invoiced and billed clients while maintaining over 90% receipt of net 30 payments.
- Managed 37 agents.
0-5 years of experience
Performed interviews, reviewed candidates as was the Hiring Manager for a Team of 4-5 Technicians, who handle all the front line incidents and phone support calls for 1500+ Users, 1800+ Computers and Laptops across the intermountain western US.
- Managed Corporate Cell Phone Business Account – Including reviewing plan options, analyzing usage and ordering equipment and services. Recently made adjustments on our Corp. Plan that saved the Credit Union several thousand dollars each month.
- Helped design and implement LANDesk Service Desk into our environment. Currently maintain that system for the Credit Union.
- My Help Desk Team averages approximately 575 Support calls per week and manages to maintain a 94.5% Satisfaction Rate on Completed Surveys from internal employees over a two year period.
- Developed successful business relationships with several vendors.
- Served in the role of Project Manager on several projects that were completed successfully.
- Currently serve on the Credit Union’s Activities/Wellness Committee, New Branch Task Force Committee and Learning Council.
0-5 years of experience
Ensured customer satisfaction ratings were being met and tickets were resolved in a timely fashion.
- Participated in control review board and change management board
- Implemented processes and ensured helpdesk met ITIL standards.
- Managed network and desktop groups on an interim basis for 4 months until full time manager could be found and trained.
- Evaluated laptop hardware options to determine best fit in environment as well as reliability and cost.
- Collaborated with desktop engineers for image capture and build for new laptop refresh
- Worked closely with networking on network printer deployment.
- Coordinated two mobile phone purchase days with corporate rate discounts with representatives from all major
0-5 years of experience
Managed critical systems lifecycle, internal equipment inventory of $75K, landline, and cell phone accounts.
- Applied organizational skills in managment of Information Assurance program and received a rating of “Excellent” during inspection.
- Handled incoming calls and emails as a first point of contact for technical support incidents in a call center environment
- Diagnosed, troubleshot and resolved a range of software, hardware and connectivity issues. Excelled in asking probing questions and researching, analyzing and rectifying problems.
- Created, assigned permissions, and maintained all user accounts using Active Directory
- Liaison for organization to outside units encompassing all technical requirements.
- Recovered more than 680K files from crashed file server, resulting in 100% of data restoration and prevention of over 50 users from incurring data loss.
- Purged the file server share drives, leading to the removal of 300 unauthorized files and increasing server storage space/operability.
0-5 years of experience
Used Dell KACE agent to deploy workstation images and software
- Created and managed workstation objects and users in Microsoft Active Directory
- Delegated individual tasks to 10 student workers
- Provided on-site and remote troubleshooting support for Windows desktop hardware and software to 450 faculty and staff and 185 student workers
- Maintained and updated 450 personal computer workstations and equipment for library faculty and staff
- Kept inventory for over 150 public laptops and netbooks
0-5 years of experience
Built a new Help Desk Service to support 250 client users in a multi-departmental health care institution.
- Developed processes and procedures to manage incoming requests and provide timely resolution.
- Produced a service catalogue to outline diagnose/repair procedures for hardware/software issues.
- Created status reports to communicate progress of IT issues and solutions to department managers.
- Provided network support which included setting up an NT server domain and the company’s mail server, working with TCP/IP, and upgrading the Novell server.
- Handled purchasing of equipment and vendor management, as well as researching products and services to make recommendations on upgrades and prepared budget proposals and operational expenditure statements.
- Provided end-user training to increase computer literacy and users’ knowledge of software additions/upgrades.
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Help Desk Manager
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela 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.
