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Help Desk Supervisor Resume
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| Desired Industry: Customer Service/Technical Support |
SpiderID: 16295 |
| Desired Job Location: Houston, Texas |
Date Posted: 10/13/2007 |
| Type of Position: Full-Time Permanent |
Availability Date: 11/01/07 |
| Desired Wage: 80000 |
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U.S. Work Authorization: Yes |
| Job Level: Experienced with over 2 years experience |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: Other |
Willing to Relocate: Yes |
Objective:
Solutions driven, ITIL trained, Service Center/Help Desk Supervisor, with extensive hands on experience in both customer service and help desk operations.
I view customer service as a company’s number 1 productivity tool and my role as a facilitator with a single goal in mind, ONE CALL RESOLUTION.
Experience:
Joe’s Crab Shack
Houston, Texas
11/2006 – Present
Trainer\System Analyst Lead
• Lead for six Systems Analysts supporting 120 restaurants.
• Responsible for configuring and maintaining over 1500 POS terminals and 120 servers throughout the chain; printers, Blackberrys and other equipment throughout the company.
• Supported MAC and PC’s throughout the corporate office.
• Provide technical assistance for Aloha Table Management and EDC software packages, Lotus, Oracle, Labor and Sales Reporting System, Active Directory and other proprietary applications.
• Coordinate the replacement and shipment of equipment from several vendors via Vantive Ticketing System.
• Remote Access support via VNC and PC ANYWHERE.
• Configure and maintaine daily backup for all 120 locations.
• Maintain accurate records of shipments via Federal Express.
Lyondell Chemical Company
Houston, Texas
Windows Common Operating Environment (C.O.E.) Specialist
8/2006 – 11/2006
• Created and maintained a configuration database of all workstations within the enterprise.
• Tracked software license and provided appropriate path to upgrade software.
• Developed a baseline; then coordinated and tracked all non-standard workstations through the defined standardization process to a managed state.
• Liaised with IT support groups to expedite project objectives and implementation.
• Through this verification and auditing process I was able to complete the project two months ahead of schedule saving the company almost $150,000.
Jacobs Engineering
Houston, Texas
Service Desk Coordinator
8/2005 – 8/2006
• Provided a single point of contact for all internal and external employees.
• The service center handled in excess of 250 calls daily, with and average handling time of less than 5 minutes. The help desk staff and I resolved 80% of calls during the initial phone call, eliminating the need for a lengthy desk side visit.
• Handles incident management requests through Altiris which was also used for change management. Using remote tools the help desk fixed most problems during the initial contact those that required excessive time were escalated to desk side team.
• Assigned rights and mapped drive mappings.
• Created delegate view of mailbox so that multiple users could share mailboxes.
• Added new users to Active Directory, Exchange/Outlook and Oracle E Business Suite.
• Documented detailed steps completed during problem resolution for future problem reproduction and resolution.
• Fostered excellent relationships and communications with client users and IT peer groups.
• Other duties included backing up, repairing and moving Microsoft Outlook PST/OST files from local computer to either CD or server when migrating users PC’s from from other operating systems to a Common Operating Environment utilizing either Dameware or Carbon Copy for remote control of PC. Also moved files for permanent storage into a proprietary Lotus Notes database to reduce or eliminate corruption.
J.P. Morgan Chase
Houston, Texas
Help Desk Supervisor
6/2004 – 2/2005
• Supervised a service support center with a combination of 35 service center representatives and 35 help desk analysts who supported in excess of 180,000 end users.
• Account creation and maintenance via Active Directory
• Accepted, validated and logged calls from authorized users in Interactive Agent A.C.D and Heat. ticketing system.
• Created process flows, and maintained accurate metrics on all employees and call volume.
• Fully documented resolutions in knowledge base to expedite future problem resolution.
• Diagnosed hardware, software, printing and network connectivity issues, including LAN, WAN, dial-up, and VPN access in a windows 2000 and XP environment, offering level 1 and 2 solutions over the phone.
• Support included Excel, Word and Access, PeopleSoft, Lotus Notes, password resets, hardware diagnosis, ghosting and imaging, remote hookup, printing and network connectivity issues, including LAN, WAN, dial-up, and VPN access.
• Installed and configured Lotus Notes and CITRIX.
Cable and Wireless Telecom
Sugar Land, Texas
Customer Service Manager
9/1998-2/2004
• Responsible for the supervision and training of a staff of 50 systems support analysts within the technical customer service department.
• Delivered high quality of support while maintaining a call abandonment rates below 3% with 98% first call resolution.
• Incident management was administered through both Remedy and Clarify.
• Documented detailed steps completed during problem resolution for future problem reproduction and resolution.
• Provided monitoring of call and escalation to our other support groups which included network, applications and billing.
• Created and negotiated service level agreements with vendors and clients concerning the implementation and support of our deliverables.
• Responsible for Release Management rolling out dial up Internet service for over 50,000 ExxonMobil employees. Created release policies and provided continuing support and worked closely with client to improve the interface for ease of use and reliability.
MCI
Sugar Land, TX
Technical Support Specialist
6/1997 – 09/1998
• Troubleshoot 95, NT, 2000, XP, Novell, MS Office, Internet Explorer, Lotus Notes, WinZip, PC hardware and software configuration.
• Earned a reputation for quickly responding to trouble tickets, prioritizing user requests, and resolving complex issues. Successfully resolve hundreds of issues monthly without requiring escalation to a higher tier.
• Improved user service, perception and satisfaction.
• Promoted from technical assistant position within two months based on technical troubleshooting skills, positive work ethic and dedication to teamwork.
Education:
Associates of Science in Business Administration Austin Community College
Studying for ITIL Certification
Completed Leadership Development Courses in Finance, Developing Partnerships, Customer Satisfaction, Project Management, Staffing and Performance Management.
Skills:
Operating Systems - Windows 95, 98, NT 4.0, 2000, XP; DOS
Networking - Microsoft Exchange Server, Remote Access/Dial-up, TCP/IP,
Ethernet, Citrix
Desktop Software - Microsoft Office 95, 97, 2000, XP; Outlook, Lotus Notes
Internet Explorer, Firefox, McAfee, Norton
Remote Access Software - Dameware, Zenwork, Carbon Copy, Adobe Acrobat Writer & Reader
Network Tools - WinZip, Document Management, Oracle E Business Suite
Call Tracking Systems - HEAT, Remedy, Clarify, C-Support and Altiris
PC's - Compaq, IBM, Hewlett Packard, Dell, and Gateway.
Reference:
Provided upon Request
Candidate Contact Information:
| Name: Steve Powers |
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