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Desktop Support Manager Resume Example

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DESKTOP SUPPORT MANAGER
Work Experience
Desktop Support Manager 03/2014 to Current
  • Deploy hardware and software for existing employees and new hires.
  • Maintain inventory for break fix.
Senior Support Analyst 03/2013 to Current Eddie Bauer Westmont, IL
Contractor 10/2012 to 03/2013 APEX Romeoville, IL
IT Support Consultant 09/2007 to 10/2009
  • In bound calls from corporate users and stores.
  • Remote and hands on trouble shooting of corporate user accounts and equipment.
  • Remote trouble shooting of stores registers, PC's, accounts, network.
  • Maintaining web tickets for store call back or transfer to appropriate team.
  • Writing documentation to stream line initial call solution Elite (BP's Corporate Call Center), Warrenville IL POS Tier 1, Tier 1 Plus, POS BOS Specialist, Senior Technical Subject Matter Expert.
  • Inbound and outbound calls in a high volume setting.
  • Key member of project team that lead the conversion in multiple POS systems and back office systems in all BP North America 5000 service stations.
  • Used theoretical and hands on experience to create 250+ Retalix documents for trouble shooting software and hardware malfunctions.
  • Designed innovative trouble shooting techniques, devised from theory to practice in real time situations.
  • Evaluating employees for possible cross training and promotable qualities.
  • Create and satisfied a 24 hour on call schedule, making advanced technical support available to the Tier 1 Call Center employees.
  • Conducted technical training in which was used to create the documentation for a professional trainer to lead a training class.
  • Awards and certificates recieved.
  • Nominated for Star Achiever.
  • Recipient of Hamburger Award.
  • Retalix Support Engineer Certified.
Safety Certification 01/2005 to 05/2007 U.S Army Fort Campbell, KY
Slot Shift Supervisor 10/2000 to 08/2003 Hollywood Casino Aurora, IL
  • Providing real - time written & oral coaching to employees.
  • Verbal and hands-on demonstration of day to day responsibilities.
  • Assigning areas of responsibility or specialty in order to maximize results in the most efficient customer service.
  • Ability to recognize and quickly adjust coverage areas in time of emergencies.
Service Desk Project Lead
  • Retail Share Point.
  • Deployment of SharePoint to all retail stores.
  • Provide training to Store managers.
  • Manage all SharePoint related tickets to resolution.
  • Service Desk Knowledge Base.
  • Test and implement new knowledge base.
  • Update existing processes.
  • Create new step by step documentation.
Continue Support Analyst responsibilities Support Analyst *Service Desk Project Lead
  • Conversion to Oracle POS and back office system in all US locations.
  • Documentation creation for conversion.
  • Documentation creation for on-going support.
  • Provide technical monitoring and support.
  • Provide support to Retail stores, corporate and distribution users.
  • Receive calls regarding technical issues to be worked to completion or escalated to the proper team.
  • Monitor mainframe for late and down jobs.
  • Monitor email for new and updated issues.
  • Provide on-going training to team members.
  • Provide one on one training for on-going technical issues.
  • Assisted representatives in finding a suitable solution to resolve customer issues.
PFC - Infantry
  • Lead driver in over 150 missions in Iraq.
  • Supervised and created SOP documentation for Aerostat.
  • Maintained arms room state side with inventory of over 5 million dollars of weapons and ammunition.
  • Receive two Army Achievement Medals.
  • For duties served in Iraq for 12 months.
  • Recognized to have arms room that held to the highest standard at Fort Campbell.
Education and Training
Business and Commerce Organizational Management & Psychology May 2012 Aurora University Cum Laude 3.64 Business and Commerce Organizational Management & Psychology Dean's List
Associates Science: General Studies Spring 2010 Waubonsee Community College General Studies Dean's List
Skills
Army, Call Center, coaching, oral, hardware, Conversion, customer service, Documentation, email, Engineer, Maintain inventory, inventory, mainframe, back office, office, SharePoint, Share Point, weapons, network, Oracle, PC's, POS, processes, real time, real - time, Retail, SOP, technical support, technical training, trainer, trouble shooting, written
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Resume Overview

Companies Worked For:

  • Eddie Bauer
  • APEX
  • U.S Army
  • Hollywood Casino

School Attended

  • Aurora University
  • Waubonsee Community College

Job Titles Held:

  • Desktop Support Manager
  • Senior Support Analyst
  • Contractor
  • IT Support Consultant
  • Safety Certification
  • Slot Shift Supervisor
  • Service Desk Project Lead
  • Continue Support Analyst responsibilities Support Analyst *Service Desk Project Lead
  • PFC - Infantry

Degrees

  • Business and Commerce Organizational Management & Psychology May 2012
    Associates Science : General Studies Spring 2010

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