it coordinator resume example with 17+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Dynamic and team-oriented IT Coordinator with 10 years of experience in Global IT operation management . This includes achieving ambitious goals in challenging IT environment. Diligent, forward-thinking and adaptable to dynamic company, customer and project needs. Successful at motivating teams to meet demanding timelines. Ability to complete projects and assignments accurately and catch errors before completion. I have excellent communication skills and ability to work effectively in fast-paced environments.

  • Office 365, Windows 10, Windows 7
  • SCCM, SharePoint
  • Azure
  • Mobile device such as Android, iOs, macOS
  • Service Desk ticketing systems
  • ManageEngine and Remedyforce Deployment
  • Asset Management and Procurement
  • Desktop Support
  • Service Desk
  • Problem resolution
  • Communications
  • Business operations
  • Operational improvement
  • Process improvement
  • Scheduling and calendar management
Work History
11/2012 to 09/2020 IT Coordinator Citco | Charlotte, NC,
  • Managed Service Level Agreements (SLAs) and business KPIs set for IT global desktop support team of 20+
  • Provided management and support for all desktop software, hardware, and account administration for Global environmental company of 5500+ employees
  • Development and completion of trainings sessions supporting projects such as Acquisition integrations,
  • Centralization of asset data, TEMPO, Server replacements, SQL upgrades, Software Updates, PC swap out and reimaging projects
  • Delivering fast-paced IT related fulfillment request, procurement and vendor management for It operations for Environmental Company
  • Assisted and Managed implementation training of ERM's IT Policies and Procedures, Including Requests, Problem, Change, Security, Asset and Purchase Management
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives
  • Introduced and implemented IT projects for various application enterprises.
11/2010 to 11/2012 Coordinator Technical Support II Verizon Wireless | City, STATE,
  • Troubleshooting hardware and software issues on variety of cellular devices i.e
  • Android, Apple, Blackberry, and Windows
  • Configuring wireless access points on laptops, tablets cellular devices, as well as home routers
  • Troubleshoot PC Operating systems specifically device manager, TCP/IP configuration
  • Providing exceptional customer service for internal and external voice and data products
  • Use Remedy ticketing system to escalate and follow customer interaction
  • Configured hardware, devices and software to set up work stations for employees
  • Developed and tested new product offerings prior to release to assist development team in bug identification
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems
01/2008 to 01/2010 Lead Technical Support AT&T Internet Services, AT&T DSL | City, STATE,
  • Monitored call center daily activities ie , adherence, quality, call time for staff of 100+
  • Facilitate Training for Customer Assistants on topics based on business KPIs
  • Maintain accurate database of employee records based and detailed records in SAP CRM
  • Provides technical telephone support to AT&T DSL customers and employees including but not limited to browsers configuration, webmail and client email applications, routers, and firewall support
  • Local Area Network support on all AT&T modems router Wireless router configuration Linksys, D-Link, NETGEAR
  • Provide configuration support of new DSL service including but not limited to installation of AT&T networking equipment
  • Create, reset, and delete network and other systems passwords
  • Working knowledge of TCP/IP and Ethernet networks
  • Troubleshooting Microsoft Office products, which include Windows Vista, Windows XP, Macintosh, and all networking related to AT&T DSL service equipment
01/2002 to 11/2007 Traffic & Scheduling Help Desk Analyst/Lead Reliant Resources, Inc | City, STATE,
  • Served as single point of contact via telephone for Agents Sick Line
  • Queue Monitoring as eyes-on resource for all call center sites
  • Maintain agent login profiles
  • Verify Agent log in profiles to mirror current skill set (i.e
  • Training)
  • Ensure all agents have standard agent skill profiles
  • Managed team of 200 call center agents, driving productivity and reducing process lags by effectively training staff in best practices and procedures
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation
  • Maximized clerical staff productivity by reorganizing training program and effectively supervising 200 +employees scheduling and attendance
Expected in 2012 MCITP Enterprise Desktop Support Certification | ITCAP Fayetteville Technical Community College, Houston, TX GPA:
Expected in No Degree | Business Management University of Phoenix, Tempe, AZ GPA:
Expected in 1996 High School Diploma | Alief Learning Center, Houston , GPA:

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Resume Overview

School Attended

  • ITCAP Fayetteville Technical Community College
  • University of Phoenix
  • Alief Learning Center

Job Titles Held:

  • IT Coordinator
  • Coordinator Technical Support II
  • Lead Technical Support
  • Traffic & Scheduling Help Desk Analyst/Lead


  • MCITP Enterprise Desktop Support Certification
  • No Degree
  • High School Diploma

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