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Help Desk Team Lead Resume
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| Desired Industry: Healthcare |
SpiderID: 6609 |
| Desired Job Location: Houston, Texas |
Date Posted: 4/16/2006 |
| Type of Position: Full-Time Permanent |
Availability Date: 5/4/06 |
| Desired Wage: 55000 |
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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: No |
Objective:
To acquire a position as a technical support specialist; help desk; or Team lead.
Experience:
PROFESSIONAL EXPERIENCE
Jacobs Engineering
Houston, Texas
8/2005 – present
Help Desk Coordinator
* Serve as the initial point of contact for resolution of desktop/workgroup-related problems in a 3000-user environment. Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows NT, Windows 2000 and XP Professional, MS Office, e-mail, Internet connections, and hardware, 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.
* Set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software.
* Personally receive 75-100 calls daily offering level 1 and 2 solutions over the phone and level 3 desk top support.
* Ability of multitasking in a fast-paced environment, while maintaining an emphasis on quality.
* Track calls and remote in to users pc’s with Altiris client.
* Create and maintain accounts using Active Directory.
Contract Help Desk Consultant
2/2004 – 8/2005
Mercer HR – 2 month contract
Mariner Health Care – 3 month contract
J.P. Morgan Chase – 6 month contract
Cable and Wireless Telecom
Sugar Land, Texas
8/1998 - 2/2004
Customer Service Manager
* Responsible for the supervision of a staff of 50 customer service representatives within the technical customer service department.
* Responsible for the recruitment and training of customer service representatives.
* Provided on going training to over 125 technical employees on new products, customer service and billing using IP Insight, Remedy, Clarify and On Demand software.
* Maintained call abandonment rates below 3% with 98% of issues resolved with one call.
* Created and negotiated S.L.A.’s with vendors and clients concerning the implantation and support of our deliverables.
* Closely involved with help desk at 15 major client companies and provided support and improvement of products.
* Rolled out dial up internet service for over 40,000 ExxonMobil employees and designed and improved interface for ease of use and reliability. Held weekly conference calls with project managers for remote access dial service.
MCI
Sugar Land, TX
6/1997 – 09/1998
Technical Support Specialist
* Troubleshoot 95, NT, 2000, XP, Novell, MS Office, Internet Explorer, Lotus Notes, WinZip, PC hardware and software configuration, LAN, WAN and peripherals by utilizing remote access software Remote System Administrator to clients PC’s.
* 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.
* Promoted from technical assistant position within two months based on technical troubleshooting skills, positive work ethic, dedication to teamwork, and ability to communicate technical concepts to end users.
ON SITE COMPUTER REPAIR
8/1990 – Current
* Built customized computers for clients.
* Repaired and upgraded existing computers.
* Installed software, internet accounts and email and trained users.
* Diagnosed and removed spy ware and viruses.
Education:
Austin Community College, Austin Texas, Associates of Science in Business Administration
Skills:
SUMMARY OF QUALIFICATIONS
20 years of experience in customer service.
Over 4 years of experience working in a help desk and call centre environment
Known for approachability, diplomacy and calm demeanor.
Demonstrated ability to quickly diffuse heated customer situations.
Provided a leadership role in a team environment.
Supported other team members and facilitated in creating a stress reduced atmosphere.
Trained others in the use of applications and in technical support methods.
Excellent troubleshooting and logical problem solving skills.
High level of written and oral communication skills.
Creative ability to solve unusual or difficult problems when logical methods have failed.
Demonstrated ability to meet deadlines, and set priorities.
Additional Information:
Advanced Coursework
* Microsoft Certified Desktop Support Technician (MCP pending)
* Completed Leadership Development Courses in Finance, Developing Partnerships, Customer Satisfaction, Project Management, Staffing and Performance Management.
Candidate Contact Information:
This candidate has chosen not to make contact information available on this page.
Click "Contact Candidate" to send this candidate a response. |
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