help desk support specialist resume example with 11+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Problem solving, Tech-savvy Project Manager with over 18 years of experience. Well-versed in all aspects of project management from inception to completion. Excels in recruitment and talent acquisition, as well as process reengineering and improvement.

  • Developing compliance programs
  • Developing programs
  • Developing training programs
  • Developing new business
  • Developing leads
  • Evaluating programs
  • Developing client trust
  • Education program management
  • Test program management
  • Evidence-based billing program creation
  • In-depth program knowledge
  • Program Administration
  • Strong problem solver
  • Technologically savvy
  • Executive presentation development
  • Database management
  • Meeting planning
  • Business correspondence
  • MS Office
  • Excel spreadsheets
  • Documentation
  • Time management
  • Strategic planning
  • Technical support
  • Training
  • Customer service
  • Budgeting
  • Project management
  • Team building
  • Records management
  • Customer relationships
  • Client acquisition
  • Relationship review process
  • Sales proficiency
  • Program management
Help Desk Support Specialist, 11/2017 - 03/2020
Airgas Inc Sparks, NV,
  • Created user documentation and manuals for use in training classes and onboarding sessions.
  • Assessed [Type] and [Type] issues to determine appropriate troubleshooting methods for remediation.
  • Implemented [Type] and [Type] techniques for conducting routine maintenance on servers and systems, keeping networks fully operational during peak periods.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Assisted in technical support process refinement to improve customer service and support.
  • Reviewed current hardware and software and recommended modifications to increase system speed.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Responded to support tickets within [Timeframe] to improve customer service.
  • Developed training materials, conducted webinars and authored wikis for user training and support use.
  • Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Maintained inventory of IT supplies by checking levels on [Timeframe] basis.
  • Implemented system security and data assurance software including [Software], [Software] and [Software].
  • Performed daily maintenance of computer systems to keep network processes fluid.
  • Installed software updates and vulnerability patches on [Type] servers to prevent possible threats from penetrating networks.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Senior Director of Strategic Partner Development, 11/2017 - 03/2020
Healthy Eyes Advantage (Formally C&E Vision) City, STATE,
  • Generated leads and capitalized on valuable business opportunities to bring in new company revenue and improve bottom line profit.
  • Facilitated and managed business plan development based on market and industry research.
  • Continually built new industry sales representatives within markets by pursuing strategic targets.
  • Identified key growth opportunities for vendor business.
  • Built lasting rapport with vendor executives and sales representatives.
  • Strategized approaches to meet objectives and capitalize on emerging opportunities.
Director of Buying Group Relations, 04/2008 - 10/2017
C&E Vision City, STATE,
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
  • Maintained revenue streams by exhausting every option before offering refunds.
  • Automated contact management system to maintain efficient client organization.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Worked with Credit Manager to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
  • Managed day-to-day operations, including supervision and assignment delegation for 4-member team.
  • Developed new sales scripts and strategies to expand profit opportunities.
  • Reduced amount of employee overtime by 100% by effectively delegating tasks.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Worked collaboratively to enhance processes and implement the RewardsPlus program, resulting in 27% increase in profitability.
  • Assessed, optimized and elevated operations to target current and expected demands.
  • Designed performance metrics to provide traceability through organization and advance tactical and strategic business goals.
  • Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
  • Reduced operating budget by $400,000 annually by locating system errors and implementing new safe guards to insure profit security.
  • Enforced security policies and procedures to protect company assets from theft, loss or damage.
  • Inspected production areas to identify and correct unsafe or unauthorized practices.
  • Created and launched enhanced content strategies, improving product conversion.
  • Researched market competitors to identify potential new products and service opportunities.
  • Cultivated sponsorships with related and partnering entities to enhance marketing objectives.
  • Managed social media campaigns and accounts for diverse range of clientele.
  • Captured new customers by optimizing business strategies and launching products to diversify offerings.
  • Directed and launched 5 product additions for new market expansion, driving $1 Million+ in incremental sales volume.
  • Liaised with sales, technical services and customer relations personnel to drive on-time, under-budget project completion.
  • Used trends in customer industries and marketplaces to shape solutions and drive business approaches.
  • Organized venues, budgets, guest lists, catering and event timelines.
  • Coordinated vendors, timelines and budgets for events.
  • Attended and participated in industry events.
  • Hosted 400 attendees during quarterly education events.
  • Trained customer service, marketing, and sales teams for events.
  • Designed websites, portals and large scale web application concepts for customers, vendors and inhouse talent.
  • Reviewed project specifications and devised solutions for use across multiple websites.
  • Collaborated with IT & MIS team members to define and develop new product concepts.
  • Designed visual and graphic images to use on multiple platforms.
  • Created web materials such as online catalogs and one-off flyers for use in marketing and email campaigns.
  • Cultivated new vendor relationships using dynamic communication and negotiation skills.
  • Negotiated new and existing agreements or statements of work of greatest complexity, including requests for information or requests for proposal and reverse auction generation and facilitation.
  • Located and vetted vendors, established good relationships and negotiated contracts.
  • Wrote and presented talks on Upselling and Who is your customer topics for up to 50 guests and encouraged audience interaction.
  • Lectured groups, hosted informal gatherings and emceed dinners.
  • Attended Optical events to network with professionals and promote sales growth and strategic planning.
  • Authored press releases and communications materials to share vital information and promote intended message.
  • Traveled to client sites and answered questions via phone and email so that issues were remedied quickly.
Education and Training
High School Diploma: , Expected in 06/2000
Laguna Hills High School - Laguna Hills, CA
Status -
: Business Administration, Expected in
Saddleback College - Mission Viejo, CA
Status -
  • Cut company operating budget by $400k+ through system automation and reducing team member count.
  • Streamlined the branch operations, resulting in a 7% reduction in operating budget.
  • Grew revenue by 8% in the first year as director by spearheading the development of the RewardsPlus Billing program.
  • Created critical KPIs to track and improve phone engagement of customer service teams.
  • Documentation - Wrote and edited documents to keep staff informed on policies and procedures.
  • Grew vendor sales representatives representing C&E from 0 to 400+ in less than 6 months.
  • Increased profit by over $400k in 6 months by locating system issues and implementing fail-safe protocols.
  • Searched out and formed 3 major state optometric association deals to increase customer base and annual sales.
  • Google G-Suite Administrator Certification
  • Microsoft O-365 Administrator Certification
  • Management Skills

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Resume Overview

School Attended

  • Laguna Hills High School
  • Saddleback College

Job Titles Held:

  • Help Desk Support Specialist
  • Senior Director of Strategic Partner Development
  • Director of Buying Group Relations


  • High School Diploma
  • Some College (No Degree)

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