Desktop Support Team Lead Resume Example

Provided desktop support for over 100 clients within a government agency to the client's satisfaction.  Monitored Service Now for tickets assigned to the queue and responded quickly and effectively to all requests received through the IT help desk.  Modified configurations, utilities, and software default settings for all computers either locally, through email, or by remote.  Assisted with the installation, testing, and configuring of all new computers, software, and peripheral equipment for all new employees.  Performed upgrades on all workstation as required to include hardware and software.

• Supervised and assigned duties to 13 personnel in a communications staff section, ensuring that work is completed correctly the first time, while exceeding projected timelines of completion.  Maintained 100% inventory of over 300 pieces of radio and computer equipment, repair parts, and mission critical equipment with zero losses valued at more than $1Mil.  Processed 500+ trouble tickets in support of NIPR, SIPR, and Centrix systems for 5 separate outposts in austere conditions during Operation Enduring Freedom 2012.  Coordinated with civilian contractors and service providers to ensure that established IT infrastructure was continually upgraded and maintained.

• Flawlessly performed duties as Headquarters Communications Supervisor in support of over 500+ personnel, working in a position 2 levels above pay grade.  Trained and mentored 4 company communication supervisors and their personnel resulting in improved technical support and service to their companies and the Battalion.  Recognized and awarded Army Commendation Medal for having the most efficient communications section within 2nd Infantry Division.  Directly responsible for enforcement of battery recharging policy saving the Battalion over $50,000 in new battery purchases during the fiscal year.

• Installed, configured, and maintained computer hardware and software for over 10 local users while providing customer service to other individuals in separate areas.  Awarded Army Achievement Medal by the organization's senior leaders for the successful planning and execution of the unit's Remedial Physical Training program.  Leadership, training style, and sincere concern for staff turned one marginal employee into an exceptional employee.  Consistently sought out by officers, Front Line Supervisors, and peers due to results driven work ethic.