Livecareer-Resume

It Help Desk Manager Resume Example

Love this resume?

By clicking Build Your Own Now, you agree to our Terms of Use and Privacy Policy

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary

Capable IT Support Tech/ Junior Level Systems Admin experienced in helping with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Skilled at working alone and in a team environment to investigate and fix problems.

Able to respond to a wide range of challenges with a focused and creative approach. Highly effective at problem-solving and decision making. Offering excellent problem-solving, communication and multitasking abilities.

Skills

Knowledge/experience with Windows and Mac operating systems including IOS, as well as Active Directory, Exchange, Networking Fundamentals, Linux Systems,Windows Server Administration.

  • Documentation and reporting
  • New program installations
  • Hiring and training
  • Team management
  • Network configuration
  • Troubleshooting and diagnostics
  • Software upgrades
  • Application installations
  • Hardware upgrades
  • Service desk support
  • Technical troubleshooting
  • Hardware diagnosis
  • Software deployment
  • Excellent problem solving skills
  • Mentoring and training
  • Proficiency in TCP/IP protocols
  • Structural cabling infrastructure
  • Cisco switches
  • Firewalls and endpoint security
  • Data backups
  • Windows Server
  • VMware
  • AS/400 experience
Education and Training
College of Western Idaho Nampa, ID Expected in 05/2010 Associate of Applied Science : Network Administration - GPA :
Experience
Arete Associates Inc - IT Help Desk Manager
Longmont, CO, 08/2017 - Current
  • New employee account creation in Active directory/Exchange mailbox creation on-premises and in Office 365 online exchange/Azure environment.
  • Assignment of role level privileges for Security group, distribution groups, OU assignment, and Windows shares.
  • Inventory of IT resources desktop/ laptops and mobile devices.
  • Maintain data store backups utilizing tape media LTO5,7,8 in Veeam 9.7, Creating disk images for PC deployments.
  • Print server administration, and remote warehouse print management in IBM AS/400 CLI environment.
  • DarkTrace AI packet analysis administration.
  • Monitoring firewall and applying rule exceptions in PaloAlto PanOS and maintaining VPN role assignment for Western Power Sports 700+ employees.
  • DHCP maintenance applying rules, address leases and scope maintenance for corporate headquarter and remote warehouse infrastructure.
  • Managing Windows server 2012,2012R2 and Windows server 2016R2 in VSphere 6.7 virtual environment.
  • Administration of marketing/design and graphics department Mac infrastructure as well as all mobile Apple devices using Cisco Meraki's MDM management software.
  • VoIP phone system maintenance in Mitel 3300 phone system server and Mitel 5330e VoIP phone hardware programming and deployment.
  • Creating and updating Helpdesk tickets.
  • Assisting employees via Email, Phone, desk-side, and Remotely..
  • Kept aflexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
  • Consulted users to determine areas in need of improvement.
  • Planned, tested and supported high-availability infrastructures.
  • Submitted recommendations regarding infrastructure overhauls.
  • Improved job tasks and mentored junior team members on best practices and standards.
Apple Inc. - Genius
Costa Mesa, CA, 12/2011 - 08/2017
  • Lead mentor for technical training, and peer development.
  • Apple Desktop support Software/Hardware for business and personal use.
  • IOS supports Software/ Hardware for business and personal use.
  • Apple Certified hardware repair for Desktop and Mobile devices.
  • Assisted end-users with software and hardware troubleshooting to determine thecauses of system malfunction.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on anongoing basis.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
Teleperformance USA - Senior Adviser Supervisor/Manager
City, STATE, 04/2008 - 12/2011
  • Help Desk Support for Ipods/Itunes on Windows and Mac-based computers.
  • Troubleshooting Device Driver's and Software conflicts iTunes program on Windows and Mac-based computers.
  • System-wide troubleshooting of Mac OS X and Windows based PC's.
  • Executed new training initiative to improve skills and develop leaders from within.
  • Maintained open and professional team relationships to quickly identify and resolve issues.
  • Prepared, completed and processed customer account forms and database changes.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Quickstand Designs - IT Contractor
City, STATE, 10/2006 - 04/2008
  • Duties: Desktop PC/Laptop PC installation and troubleshooting, PC hardware and software installation.
  • Basic Small Business networking, including printer and peripheral set up.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Hardware upgrade and maintenance.
  • Contracts include Wells Fargo Banks, Washington Mutual banks.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
Accomplishments
  • College Of Western Idaho AAS Network Administration Cume Laude Member of Phi Theta Kapa national honor society for academic excellence.

By clicking Build Your Own Now, you agree to our Terms of Use and Privacy Policy

Disclaimer
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

82Good

Resume Strength

  • Formatting
  • Measurable Results
  • Personalization
  • Strong Summary
  • Target Job
  • Word Choice

Resume Overview

School Attended
  • College of Western Idaho
Job Titles Held:
  • IT Help Desk Manager
  • Genius
  • Senior Adviser Supervisor/Manager
  • IT Contractor
Degrees
  • Associate of Applied Science