Help Desk Manager resume example with 13+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
To obtain a position as a Help Desk Service Representative, in which 5 to 7 years relevant experience will add value to operations of the organization.
Areas of Expertise
  • ClientRelationship Management
  • Scheduled & Ad HocMaintenance
  • Root Cause Analysis
  • Detailed Documentation

  • Troubleshooting & Issue Resolution
  • End-user Training & Support
  • System Implementation
  • Rapid Ticket Response Times
Active Directory, Administrative Assistant, administrative duties, change management, computer peripherals, hardware, network systems, copying, client, clients, Customer Support, client support, database, email, faxing documents, filing, Help Desk, inventory, laptops, Macs, access, MS Office, office, Monitors, network, Oracle, peripherals, personnel, policies, printer, problem resolution, routing, scheduling, statistics, technical support, telephone, answering phones, phones, phone, Troubleshoot, upgrades
Relevant Professional Experience
08/2013 to Current Help Desk Manager Advent Software | Remote - Virginia, VA,
  • Responsible for managing the Help Desk supporting faculty, students and staff.
  • Responsible for managing and supervising the daily operations of the Help Desk.
  • Transitioned from internal support ticketing system “OPAS Remedy" and Implemented “Zendesk” enterprise support ticketing system including designing a self service web portal for students.
  • Responsible for guiding the Help Desk staff through new Projects and implementations.
  • Led a team of 4 full-time employees
  • Prepares staff scheduling to ensure staff coverage during normal business hours.
  • Responsible for generation and distribution of ACD and Zendesk metrics reporting to Sr. Management.
  • Conducted interviews, hiring, training, performance appraisals .
  • Conducted periodic performance evaluations and annual personnel reviews for staff members.
  • Participate in weekly change management calls for hospital wide upgrades / changes to system applications.
  • Coordinated with staff, end users, and department managers to determine requirements for new or modified hardware and planned and executed a department laptop replacement.
  • Assisted in the implementation asset tracking procedures using Microsoft Office Suite.
04/2012 to 08/2013 Help Desk Analyst World Travel Holdings, Inc. | Remote, OR,
  • Troubleshoot various issues with VPN and Citrix environment.
  • Used Remedy tracking systems to log, track and manage Incidents and Service Requests.
  • Setup 500 plus users with AirWatch on IOS, Android and Windows devices.
  • Communicated and escalated network, academic support software, and audio visual service issues to site technicians and management.
  • Created user accounts for WebCommons, Confluence (Wiki), and BOX.
  • Provided technical support for users to include setting up computers, passwords, rights and responsibilities using Active Directory. 
  • Created tickets in Opas Remedy ticketing system and followed up on tickets to provide resolutions for end users.
  • Performed all adds, moves, and terminations for all user Active Directory and Exchange Accounts, including Password changes, rights and access permissions, and user set-up and deletion.
  • Volunteered to create and implement tutorials to simplify problem solving tasks for help desk technicians.
  • Provided students, faculty, and staff with second level support of various Windows and Macintosh software and hardware.
08/2007 to 11/2011 Help Desk Isys Technologies | San Antonio, TX,
  • Responded to telephone calls from customer support lines, generating troubled tickets, and collaborating with campus-based and central IT staff to coordinate second and third level technical support.
  • Experience troubleshooting LAN connectivity issues. 
  • Knowledge of TCP and IP networking concepts
  • Connected computers to the network.
  • Answered more than 20 calls and 30 e-mails to support client's software and hardware issues.
  • Performed administrative duties, including answering phones, filing, copying and faxing documents.
  • Sorted and alphabetized paperwork for Administrative Assistant of the IT department.
  • Kept logs and documents of replaced hardware to new and old clients within the company.
  • Provided support for everyday requests by phone, email, and on site issue.
  • Identified issues and worked towards resolution and provided client support.
  • PC roll out of over 500 users Switched out old computers and installed software and hardware set up and installation.
  • Setup wireless configurations.
  • Installed, configured, troubleshoot and physically moved PCs and peripherals.
  • Created, reset, enabled and disabled old and new hire accounts in Active Directory and Oracle Identity Management (OIM).
  • Installation and support of desktop, laptop, monitor and network printer.
  • Configured email accounts, including blocking emails, customizing calendars, junk folders.
  • Prepared document instructions for computers and incorporated software procedures from computer policies to access network remotely.
  • Removed viruses and malware, and rootkits from workstations as needed using Malwarebytes and Symantec.
  • Kept track of call data tickets in IT Service Management ITSM.
  • Installed, configured, and updated remote connections and VPN 
  • Installed, repaired, and performed preventive maintenance on PC's, printers, and related IT equipment.
  • Support provided via desk-side and remote access through utilizing Microsoft Remote Desktop and Dame Ware remote access software.
Expected in December 2011 Bachelor of Science | Business Administration Computer Information Systems Thomas Edison State University, Trenton, NJ GPA:
Business Administration Computer Information Systems
Expected in December 2005 Completed 60 Credits towards A.A.S.: Computer Information Systems State University of New York at De | Computer Information Systems State University of New York at Delhi, New York, NY GPA:
Computer Information Systems

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Resume Overview

School Attended

  • Thomas Edison State University
  • State University of New York at Delhi

Job Titles Held:

  • Help Desk Manager
  • Help Desk Analyst
  • Help Desk


  • Bachelor of Science
  • Completed 60 Credits towards A.A.S.: Computer Information Systems State University of New York at De

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