help desk technician resume example with 20+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Skills
Workflow Optimization
Complex Problem Solving
Multitasking and Organization
Report Preparation and Analysis
Microsoft Office Suite
Team Management and Supervision
Performance Management
Recruitment and Hiring
Staff Development and Training
Handling Complaints
Project Management
Work History
01/2021 to CurrentHelp Desk TechnicianArrowhead Pharmaceuticals, Inc. | San Diego, CA,
Created accurate and successful test scripts to manage automated testing of certain products and features.
Collaborated with developers and product owners to stay current on product features and intended functionality.
01/2018 to 04/2021Office ManagerMedstar Health | Saint Mary's, MD,
Supported the implementation and oversight of $5 million regional annual budget.
Collaborated with multiple units and agencies across various disciplines to achieve a 50% increase in timely delivery of mission critical case work.
Conducted routine coaching sessions with direct reports to maintain consistent levels of performance and to reinforce mission expectations.
Oversaw maintenance of field office vehicle fleet to ensure year-round operability and safety.
Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
Maintained computer and physical filing systems.
Developed standard operating procedures for all administrative employees.
Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
Coached new hires on company processes while managing employees to achieve maximum production.
Aggregated and analyzed data related to administrative costs to prepare budget for executive management.
Optimized organizational systems for purchase cards, deposits and recordkeeping.
Sourced vendors for special project needs and negotiated contracts
01/2016 to 12/2017Operations and Marketing ManagerAmita Health | Cleveland, AL,
Implemented effective SEO algorithms, increasing Google search page result ranking to top 3 in organic results: increasing impressions to potential clients by over 90%.
Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
Assessed marketing copy, art comps and final designs and compared with established specifications.
Reviewed historical data and secure customer information to advise strategic campaign development.
Planned and coordinated logistics and shipment of materials for attendees of trade shows.
Built and improved customer engagement plans, boosting conversion rates 65%.
Reduced marketing costs by streamlining marketing roles, leveraging communications materials, monitoring budgets and developing protocol.
10/1997 to 01/2016Project AnalystLos Angeles Superior Court | City, STATE,
Improved business process through modernization of electronic filing of courtroom generated data, resulting in a reduction of mandatory storage space by 90% and a savings of $500,000 per year
Developed, designed, and maintained collaborative workspaces in Novell Vibe and Microsoft SharePoint, increasing cross-departmental cooperation and communication, reducing clerical errors by 80%
Defined and wrote policies, procedures, and system instructions for software applications, reducing conflicting information and increasing employee’s retention of knowledge
Interviewed users to identify root causes of problems to implement courses of action to improve workflows and best practices
Collaborated on national committee to promote equal access for minorities, increasing juror pool by 35% nationally.
Analyzed proposed State legislation and presented findings and advice to Executive Management Group.
Created in-depth reports regarding important project data that was distributed to management on weekly basis.
Generated project health reports for stakeholders and senior management, tracking metrics such as budget and delinquencies.
Designed amelioration strategies for projects that failed to meet deadlines or quality control criterion.
Led integration of staff assignment system, reducing errors by 50%.
Education
Expected in to to Bachelor of Arts | Organizational PsychologyCalifornia State University, Long Beach, GPA:
Accomplishments
National Association of Counties Award for Innovative Program
National Association of Counties Award for Achievement
Los Angeles County Productivity and Quality Award
Superior Court of Los Angeles Enhanced Public Service Award
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