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Access Service Desk Coordinator Resume Example

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ACCESS SERVICE DESK COORDINATOR
Summary

Focused and resilient Coordinator with over 15 years of success in leadership and staff supervision, a positive attitude, and the ability to adapt to any situation. Successful at promoting improvements in client relations, administrative quality and project management. Integrity and natural leadership talent with a motivational approach. Proven history of fostering coordination to meet team, individual and management objectives. Communicative and team-oriented, innovative thinker, and self-motivated individual with academic experience serving a diverse campus community currently seeking the opportunity to further develop career within a dynamic unit.

Skills
  • Event planning and coordination
  • Project planning and organizational skills
  • Budget planning and monitoring expenditures
  • Scholarships and grants exploration
  • Presentations and demonstrations
  • Supervision and skill building
  • Staffing patterns
  • Training & Development
  • Processes and procedures
  • Mentoring and coaching
  • Hiring and recruitment
  • Rapport and relationship building
  • Multidisciplinary team leadership
  • Student development
  • Cultural competency
  • Resource advocacy
  • Behavior management
  • Decision-making
  • Issue and conflict resolution, and management
  • Scheduling and calendar management
  • Communication
  • Customer service
  • Administrative skills
  • Active listening
  • Team building
  • Collaboration
  • Time management
  • Computer skills (IRecruit, TARS, MS Office suite, SIS, Banner, ILMS, Google suite, ILearn, Yuja, Adobe Acrobat, wiki, Windows & MAC OSs, Prezi, database research, web edits)
Experience
Company Name | City, StateAccess Service Desk Coordinator09/2010 - Current
  • Hires, supervises, schedules, advise, mentors, and evaluates 2 career staff employees, and 10-12 student employees. Counsels and recommends on personnel action in accordance with UC policies and procedures, internal practices and procedures and the Clerical Contract.
  • Determines work priorities and directs the work of all staff supervised, assesses staffing needs, workload changes, and accomplishments.
  • Coordinates General Allocation (Budget) usage and requests for student employees and department budget.
  • Establishes standards for measurement of performance that are quantitative as well as qualitative. Monitors performance and prepares evaluations that accurately and fairly represent staff performance.
  • Create policies, training, and workflow documentation for the unit.
  • Trains new staff on service desk functions, policies and procedures.
  • Manages and coordinates daily service desk activities by prioritizing, organizing and delegating assignments to Desk staff and student employees. Maintains service desk staffing schedule and handles staffing problems.
  • Monitors and provides quality control for all desk services, ensuring staff provide courteous and helpful service to all users and that they are able to respond to and satisfy a wide variety of user demands.
  • Resolves user disputes, questions and problems exercising sound, independent judgment in making exceptions to accommodate unusual situations.
  • Co-Chair of the UCR Library Finals Week Stress Relief committee, including planning, budgeting, and facilitation of FWSR events each academic quarter in collaboration with campus partners.
  • Orders office supplies for the department.
  • Manages and maintains Public Address (PA) and voicemail announcements, as well as service desk digital signage.
  • Update social media, internal webpages, and wiki pages.
  • Assist instructors, students, and staff in using and distributing various materials, resources, and computer equipment and programs.
  • Process statistics, notices, analytics, search/holds, reserves requests, and paging requests.
  • Administered database maintenance for internal management system.
  • Create user records and issue cards using SIS and Banner.
  • Responsible for facility, including emergencies and opening/closing.
  • Create documents for internal and external use.
  • Liaison on various campus and library committees.
Company Name | City, StateStudent Supervisor12/2007 - 09/2010
  • Supervised, monitored, trained, and evaluated all service desk employees' activities and assignments.
  • Supervised planning and implementation of special activities and events.
  • Maintained detailed documentation of students' attendance and any disciplinary actions imposed.
  • Monitored and coordinated student assistant yearly budgets.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Assisted instructors, students, and staff in using and distributing various materials, resources, and computer equipment and programs.
  • Processed notices, search/holds, and paging requests.
  • Created and verified item records, as well as user records and issued cards.
  • Opened and closed facility including on weekends, including the operation of the Public Announcement system.
  • Saturday supervisor – responsible for all staff and students in the building.
  • Operated Cash Register and processed register daily/weekly/year-end reports.
  • Created internal and promotional documentation for unit, department, and overall business.
  • Created exhibits.
Company Name | City, StateLinkPlus Coordinator08/2007 - 12/2007
  • Coordinated and supervised all LinkPlus courier services activities and processes for the UCR Library; including reports, billing, and correspondences.
  • Managed administrative processes and prepared key reports and documentation.
  • Managed work requests, new orders, and pricing changes while coordinating logistics to verify delivery dates.
  • Advised managers on organizational policies and recommended needed changes.
  • LinkPlus liaison to various American Universities and other institutions.
  • Assisted instructors, students, and staff in using and distributing various materials, resources, and computer equipment and programs using Integrated Library System/SIS/Innopac.
  • Processed notices, search/holds, and LinkPlus paging requests.
  • Created item records, verify accuracy of Bibliographic/Item records.
  • Database maintenance and inventoried collection.
  • Created all LinkPlus+ documentation and other promotional material.
Company Name | City, StateDesk Assistant01/2006 - 08/2007
  • Greeted guests warmly, providing positive first impression of company.
  • Primary customer service liaison.
  • Assisted instructors, students, and staff in using and distributing various materials, resources, and computer equipment.
  • Processed notices to UCR users and search/holds.
  • Created item records, verify accuracy of Bibliographic/Item records.
  • Building Emergency Staff.
  • Created internal documentation and other promotional material.
  • Organized and managed customer records, maintaining strict compliance with data privacy laws.
Education and Training
University of California, Riverside (UCR) | City, StateBachelor of Arts in Music and Culture2012
Certifications
  • Professional Academic Advisor Certification
Accomplishments

Winner of numerous staff scholarships and awards offered through the University of California, Riverside, including: STAR awards, Staff Assembly Scholarships, and Staff-Who-Make-Difference Award.

Activities and Honors

Committee Memberships:

  • Co-Chair of the UCR Library Finals Week Stress Relief committee, including planning, budgeting, and facilitation of FWSR events each academic quarter in collaboration with campus partners.
  • Currently serving as an UCR Wellness Ambassador.
  • Serving as the Past Chair, Chair-elect, Vice-Chair, on the UCR library's Professional Development Committee including planning, budgeting, and facilitation of events.
  • Serving as the Past Chair, Chair-elect, Vice-Chair, on the UCR Library Internal Events Committee including planning, budgeting, and facilitation of events.
  • Served on the University Librarian's Strategic Plan Implementation Project Steering Committee.
  • Coordinated and participated on the UCR Student Manager Initiative.
  • Past-President, President, of the Library Staff Association.
  • Currently serving as an Alt-BSEC for the UCR Library. In charge of facility and patrons with in the libraries as emergencies arise.

Conferences and Speaking Engagements:

  • Presented locally on Building Emerging Leaders.
  • Presented locally on Mentorship.
  • Presented locally on Coaching.
  • Presented nationally and locally on Finals Week Stress Relief.
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Resume Overview

School Attended

  • University of California, Riverside (UCR)

Job Titles Held:

  • Access Service Desk Coordinator
  • Student Supervisor
  • LinkPlus Coordinator
  • Desk Assistant

Degrees

  • Bachelor of Arts in Music and Culture

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