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Help Desk, IT Specialist Resume
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| Desired Industry: Customer Service/Technical Support |
SpiderID: 28821 |
| Desired Job Location: washington, District of Columbia |
Date Posted: 9/24/2009 |
| Type of Position: Full-Time Permanent |
Availability Date: ASAP |
| Desired Wage: 50,000 + |
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U.S. Work Authorization: Yes |
| Job Level: Experienced with over 2 years experience |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: None |
Willing to Relocate: Yes |
Objective:
PROFESSIONAL OBJECTIVE:
Seeking a position at a supervisory level where my strengths in leadership, planning, research and problem resolution will contribute to improved operations and profitability.
PROFESSIONAL SUMMARY:
Over 30 years of diversified and progressive supervisory and management experience in customer support and help desk positions in the Periodical Distribution Industry.
Proven ability to manage people and projects to achieve goals efficiently.
Proven effective in determining customer needs and applying new information rapidly.
Proven effective in goal setting and team building among colleagues.
Acquired reputation for maintaining the highest possible quality and productivity.
Experience:
SYNCRONEX, INC. Charlottesville, VA
Senior Support Analyst (1999-2009)
Function as an IT Specialist (Help Desk) responsible for assisting with managing, leading and performing the work necessary to establish functional requirements.
Function as the Primary Customer Support Interface for gathering IT requirements, ensuring quality of work products, developing and maintain positive customer relationships at all levels and oversees the growth of account relationships.
Serve as primary support for technical, hardware and software problems.
Worked directly with end-users to answer and resolve any questions or problems. This included software, hardware, desktop and network installation, problem research, resolution, and personnel training.
All support requests entered into a database with a detail description of problem and resolution.
Work on projects that required travel to customer sites to perform hardware and/or software implementation and personnel training.
Performed detail application and software testing prior to being release to clients.
Perform software, application, data backup and recovery.
Assisted in the evaluation, acquisition, configuration, and uses of software intended to ensure that automated systems are secure from unauthorized use, virus infection and other problems that would compromise sensitive information in terms of confidentiality, integrity and availability or would compromise other aspects of overall system security.
ARAMARK, Magazine and Book Division, Los Angeles, CA
Senior Operational Analyst (1990-1999)
Provided application and hardware customer support including training, auditing, developing and implementing of new procedures.
Serve as project leader for system conversions during business acquisition. Project completed ahead of schedule and with minimum operational impact.
Manage the centralization of Magazine Service Centers (MSC) resulting in major company savings. Receive special acknowledgments for the timely completion of the project ahead of planned schedule.
Successfully developed and implemented a standardization of unique batch and printer queue names for each of the MSCs. This allowed the centralization process to be start 60 days ahead of schedule.
Manage the development of the Handheld Scanner project. This project resulted in a 35% savings of the normal time for processing reorders for the airports. When applied to internal book reorder additional saving obtained.
Developed a self-examination procedure for the MSCs to perform audit type reviews of their own files to ensure compliance with policy procedures, resulting in reduced travel expenses by the support group.
ARAMARK, Magazine and Book Division, Washington, D.C.
Director Accounting/Administration (1988-1990)
Manage a staff of twenty-five, with functional accountability for accounts receivable, accounts payable, magazine distribution, human resources and systems for a $5 million MSC.
Developed and implemented training documentation for enhancing the knowledge and personnel development of accounts receivable staff, reducing days-outstanding balance by 20%.
Provide application and operational training for other departments, resulting in improved staff morale and an overall increase in company productivity.
Implement a proof of delivery manifest. This resulted in improved payment collection thus a reduction in company outstanding A/R balance by $500,000 in a six-month period.
ARAMARK, Magazine and Book Division, Washington, D.C./Los Angeles, CA
Manager, Field Services/Data Centers (1973-1988)
Manage a staff of twenty-five. I was responsible for the day-to-day operations of the Data Center, the support group and the handling of the processing for sixteen MSCs. This included all input of data, data reconciliation, report printing and shipping of packages.
Create operational procedures that improved overall efficiency of the Data Center.
Receive several major promotions because of the Data Centers improvements and accomplishments.
Education:
Norfolk State College, General Studies
Computer Learning of Tidewater, Computer Programming
Operations Analysis and Management Controls
Effective Speaking and Human Relations Dale Carnegie Course
Open VMS System and Network Management I Continuing Education Units
Open VMS System and Network Management II Continuing Education Units
Piedmont Virginia Community College, Network+ Guide to Networks
Skills:
Network+
General knowledge of SQL
Working knowledge of Datatreive
Windows Terminal Server Environment
VAX/VMS Environments
Windows 2000, XP and MS- DOS
Working knowledge of VPN ,TCP/IP, LAN,WAN
MS Word, Excel,PowerPoint
Reference:
Available upon request.
Candidate Contact Information:
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