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Help Desk Support Specialist/New Employee Trainer Resume Example

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HELP DESK SUPPORT SPECIALIST/NEW EMPLOYEE TRAINER
Summary

Talented Technician, trainer, and team leader offering 25 years of success in education and Healthcare environments. Strategic thinker with problem solving proficiency. Offers proven ability to build effective teams and innovate. Committed to identifying and leveraging opportunities for growth and improvement.

Skills
  • Employee coaching
  • Trainer mentoring
  • Educational support
  • Employee supervision and task delegation
  • Skill building support
  • Employee performance monitoring
  • Technical support background
  • Employee mentoring
  • Behavioral/cognitive skills development
  • Interdisciplinary teaching
  • Differentiated learning techniques
  • Performance assessments
  • Motivating students
  • Critical thinker
  • Program development
  • Program performance assessment
  • Training program development
Experience
Help Desk Support Specialist/New Employee TrainerJan 2014 to Jan 2020
Spectrum Healthcare － Cottonwood, AZ
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Increased overall company performance through IT uptime and by implementing cost reductions.
  • Assisted in technical support process refinement to improve customer service and support.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Provided onsite IT and AV technical support for 230 staff members.
  • Conducted end-user training and provided technical support on hardware, software and network issues.
  • Trained new employees on support processes, procedures and knowledge base.
  • Managed user profiles, security access and shared file structures.
Assistant Director of Technology for Distance LearJan 2006 to May 2010
Northern Arizona University － Flagstaff, AZ
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Recognized by management for providing exceptional customer service.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Delivered Video production and computer labs to customer locations.
  • Improved operations by working with team members and customers to find workable solutions.
  • Performed site evaluations, customer surveys and team audits.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
Technology in Education Teacher/Technology SpecialistMay 2002 to Jan 2006
Camp Verde Unified Scholl District － Camp Verde, AZ
  • Improved operations by working with team members and customers to find workable solutions.
  • Performed site evaluations, customer surveys and team audits.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Created company infrastructure supporting 500 users.
  • Acted as network administrator by creating accounts and managing permissions for users.
  • Remained up to date on emerging technology and suggested actionable improvements to improve AV quality.
  • Delivered Technical Support to customer locations.
Teacher/Technology CoordinatorMay 1998 to May 2002
Round Valley Unified School District － Eagar, AZ
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Increased overall company performance through IT uptime and by implementing cost reductions.
  • Mentored other technical engineers and support professionals to provide professional development and skill enhancement.
  • Assisted in technical support process refinement to improve customer service and support.
  • Conducted end-user training and provided technical support on hardware, software and network issues.
  • Trained new employees on support processes, procedures and knowledge base.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Built and maintained successful relationships with service providers, vendors, dealers and consumers.
  • Improved overall company performance through IT uptime and effective cost reductions.
  • Leveraged diverse instructional strategies and hands-on activities to engage students and boost understanding of material.
  • Taught students fundamental building blocks and advanced concepts.
  • Helped learners of all abilities build learning and study skills to promote life-long educational goals.
  • Conquered challenges of working with highly diverse student population to attain exceptional student achievement.
  • Employed broad range of instructional techniques to retain students' interest and maximize learning.
  • Created assignments and tests to evaluate student knowledge.
  • Fostered positive, student-centered classroom environment by encouraging opinion sharing.
  • Differentiated instruction according to student ability and skill level.
  • Created tests and assignments to evaluate student knowledge.
  • Motivated students to be more engaged in classes through applying positive reinforcement techniques.
Education and Training
Bachelor of Science, Education And TechnologyMay 1994Northern Arizona University － Flagstaff, AZ
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Resume Overview

Companies Worked For:

  • Spectrum Healthcare
  • Northern Arizona University
  • Camp Verde Unified Scholl District
  • Round Valley Unified School District

School Attended

  • Northern Arizona University

Job Titles Held:

  • Help Desk Support Specialist/New Employee Trainer
  • Assistant Director of Technology for Distance Lear
  • Technology in Education Teacher/Technology Specialist
  • Teacher/Technology Coordinator

Degrees

  • Bachelor of Science , Education And Technology May 1994

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