Helpdesk Supervisor Resume Example Company Name

HELPDESK SUPERVISOR

Summary

Helpdesk Supervisor with excellent technical skills and leadership abilities proven through hard work and dedication to accomplishment of mission. Over ten years of experience working with Client/Server software. Over five years of experience administrating local and wide area networks. Duties also included maintaining and troubleshooting same networks.

Highlights

Proficient in Windows XP, Windows 7 and Customer service expert Windows 8 Mastery in time management Experience with Microsoft System Center, Skilled multi-tasker Microsoft Service Manager and Microsoft Active Excellent written and oral skills Directory Adept at working in a collaborative setting Experience with Microsoft Windows Server 2003, Efficient in analyzing and solving problems Exchange Server 2003 and print servers Successful and effective in leadership roles Extensive knowledge with Microsoft Outlook Detail oriented with exceptional organizational and Lotus Notes mail clients skills Excellent troubleshooting skills on a variety of hardware and software issues Expert with remote control tools such as Goverlan, Altiris and Gencontrol Proven understanding of IP Addressing, DNS, DHCP and VPN Client Configuration

Experience

Helpdesk Supervisor12/2011 to CurrentCompany NameCity, State30060 Supervised the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed. Gathered and analyzed metrics to benchmark the helpdesk workload/performance and identified trends in technical issues. Enforced quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction. Trained helpdesk staff on operational procedures and troubleshooting techniques. In charge of all projects and IS reports as assigned by management. Provided helpdesk support for over 800 users within Cobb EMC, Gas South and Procore Solutions. Configured and troubleshot mobile devices including iPhones, Androids, Blackberries and tablets.

Hardware/Software Technician / Helpdesk Supervisor11/2008 to 12/2011Company NameCity, State30060 Provided remote and onsite support for over 1300 machines and related peripherals including printers and monitors in support of Cobb EMC, Gas South and Procore Solutions. Computer hardware/software troubleshooting and maintenance. Imaged machines extensively with deployment software. Joined machines to network and prepared for users. Provided support for our Mobile Fleet laptops.

Network Administrator Tier III01/2008 to 11/2008Company NameG A Onsite support for Navy, Marine Corps and Civilian personnel. Maintenance for Dell Desktops and laptops Reimaged hard drives for all Navy and Marine Corps sites within CONUS. Performed maintenance and fixed issues with Xerox and HP printers. Provided support for Blackberries and CAC Readers. Replaced hardware in Desktops and Laptops including motherboards, screens, plastics, keyboards and CAC Readers.

Information Specialist12/2003 to 02/2009Company NameCity, StateAl Taqaddum, Iraq Responsible for network maintenance, security and support Managed end user support both on site and remotely. Administration of Active Directory, exchange server 2003 and print servers Troubleshot and maintained all networking devices and infrastructure across the base including switches, routers and firewalls. Installed software, modified and repaired hardware and resolved technical issues.

Education

Certificate of Achievement2003Marine Corps Communications and Electronics SchoolCity, State, USNetworking, Server administration and IT Support, 2003 Marine Corps Communications and Electronics School - 29 Palms, CA Received Certificate of Achievement for being head of class.

Military Experience

Specialist12/2003 to 02/2009Company NameOnsite support for Navy, Marine Corps and Civilian personnel. Maintenance for Dell Desktops and laptops Reimaged hard drives for all Navy and Marine Corps sites within CONUS. Performed maintenance and fixed issues with Xerox and HP printers. Provided support for Blackberries and CAC Readers. Replaced hardware in Desktops and Laptops including motherboards, screens, plastics, keyboards and CAC Readers. Information Specialist, 12/2003 to 02/2009 NAS Atlanta United States Marine Corps - Marietta, Ga / Al Taqaddum, Iraq Responsible for network maintenance, security and support Managed end user support both on site and remotely. Administration of Active Directory, exchange server 2003 and print servers Troubleshot and maintained all networking devices and infrastructure across the base including switches, routers and firewalls. Installed software, modified and repaired hardware and resolved technical issues.

Certifications

CAC

Skills

Maintenance, Emc, Helpdesk, Solutions, Networking, Active Directory, End User Support, Exchange, Exchange Server 2003, Exchange Server 5.5, Firewalls, Security, Printers, Helpdesk Support, Metrics, Mobile Devices, Satisfaction, Deployment, Software Troubleshooting, Cac, Plastics, Xerox, Altiris, Client/server, Clients, Customer Service, Detail Oriented, Dhcp, Dns, Excellent Written, Lotus Notes, Lotus Notes Mail, Microsoft Outlook, Microsoft Windows, Microsoft Windows Server 2003, Multi-tasker, Outlook, Receptionist, Retail Sales, Time Management, Vpn, Windows 7, Windows 8, Windows Server 2003, Windows Xp, Wise, Class, Comprehensive Large Array Data Stewardship System, It Support, Server Administration

Resume Overview

School Attended

Marine Corps Communications and Electronics School

Job Titles Held:

Helpdesk Supervisor
Hardware/Software Technician / Helpdesk Supervisor
Network Administrator Tier III
Information Specialist
Specialist

Degrees

Certificate of Achievement 2003

Helpdesk Supervisor Resume Example

Resume Score: 90%

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