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it service desk manager resume example with 20+ years of experience

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

Fully qualified Service Desk manager with over 14 years of varied experience in both management and IT field in a customer service driven environment and proven record of manage and improve a service desk. Great knowledge of business and organization development, management and financial planning and ability to make a significant difference in quality of service and our customers' satisfaction.

Highlights
  • Hardware and Software upgrade planning.
  • Product requirements documentation
  • Project tracking

  • Budgeting and resource management.
  • Self-directed
  • Budgeting and resource management

Education
K.N.Toosi University of Technology Tehran, Expected in 1993 Bachelor : Mathematics - GPA :

Bachelor in Mathematics, K.N.Toosi University of Technology, Tehran, Iran 1993.

Accomplishments

Increase service level and average handling technical issues by 14% by developing standards and architectural governance and implementing best practice.


Led a successful acquisition and the subsequent technology integration in under 90 days.


Took over New Concept project which was highest priority and had less than two weeks and complete the it on time.


Experience
Ashley Furniture - IT Service Desk Manager
Altamonte Springs, FL, 08/2011 - Current

Responsibilities include but not limited to: Manage levels 1 and 2 support for 540 stores nationwide, including Puerto Rico and Hawaii in a 16 hours per day and 7 days/week working environment. Oversee store "Closing, Opening, Remodel and Relocation" projects in scale of 70 stores per year. Monitoring incoming calls and service level, listen to support conversation and review customer feedback on quality of support. Evaluate existing systems and research, study available technology which both financially and technically beneficial for our stores operations and sales team. Managing projects such as: store server upgrade for 100 plus stores, working with IBM POS (Toshiba) and other subcontracting companies in minimal time possible and under the budget. Managed new POS project rollout for 501 stores in 3 months; researching, evaluating and making final recommendations to IT senior management regarding candidates that will partner in this rollout. Planned and schedule installs and create all documents and install guidelines for both onsite and remote install/support teams. Re-structure helpdesk operations to provide maximum productivity with the same number of technicians and increase customer service level by benefiting proper reporting and tracking applications. Manage Helpdesk technicians and store activities project manager; perform annual reviews, compensation recommendation, provide guidelines and suggestions for promotions, provide training and maintain a close partnership with team members. Work closely with other branches of IT department and maintain communication with all other departments that directly or indirectly effect store's productivity to ensure increase sales and improve store customer service. 10278 Antrim way, San Diego, CA 92126 resumesample@example.com

Ipg Photonics Corporation - System Administrator
Cincinnati, OH, 08/2000 - 03/2011

Managed all areas of network infrastructure including level 2 help desk and telecommunication (voice over IP). Managed a staff of 14 with a $350,000.00 budget. Assist the executive team in the development of system infrastructure architecture and strategic plan aligned with corporate strategy and operating goals. Worked with the IT department's executive management to process level 1 support transition to an offshore company with minimum affects on our end user services. Designed and managed a knowledge-base website to provide easy access for our end users and level 1 support to take the primary steps for troubleshooting their computers prior to escalating to the level 2 team therefore reducing the call volume by 25%. Reduced the cost of network connection for a temporary remote site by researching the available technology and helped with implementation of a wireless point to point access. Built a new support infrastructure theme in order to maximize our support ability to 5 different buildings in 4 different locations without adding extra head count. Monitored all main servers and performance consoles. Resolved issues with Active Directory, Infoblox (Domain Controller, DHCP, DNS), Citrix farm, and Exchange servers. Implemented VM servers to minimize the cost of managing data center by reducing 20% of actual hardware. Worked with Citrix Administrator to upgrade the Citrix farm to 4.5 and created 15 VM citrix servers to help with the load balance. Assisted in upgrading Exchange 5.0 to 2003 and led the integration of BES technology with the new Exchange server to create an efficient enterprise Blackberry network. 10278 Antrim way, San Diego, CA 92126 resumesample@example.com Support: Windows, Citrix, Xen Desktop, Exchange, Server 2008, PBX Mitel, Cisco switch and router management. Built the Altirs server to enhance our imaging and software installation process and saving hours of manual installation for new or re-imaged computers. Built and implemented the Repartee voicemail system to enable voice messaging option in the Exchange server. Built and implemented the ACD server to improve our customer relation call center. Planned, tested, and administered the company-wide OS upgrade from Windows NT 4.0 to Windows 2000 and, 3 years later, to Windows XP. All upgrades included the MS Office and Symantec NAV upgrade.

Challenger School - System Admin
San Jose, CA, 05/1999 - 2000

Access account's management and network monitoring

server and desktop support.

Skills

Voice, Budget, Help desk, Access, Architecture, Corporate Strategy, Offshore, Telecommunication, Wireless, Citrix, Exchange, San, Storage Area Network, Active Directory, Blackberry, Data Center, Dhcp, Dns, Engineer, Integration, Integrator, Virtual Machine, VM, ACD, Cisco, Imaging, Microsoft Windows, Mitel, Ms Office, PBX, Router, Symantec, Windows 2000, Windows Xp, And Sales, Closing, Compensation, Customer Service, Incoming Calls, Increase, Increase Sales, Managing Projects, Operations, Point Of Sale, POS, Project Manager, Receptionist, Retail Sales, Rollout, Sales, Sales And, Sales Team, Service Desk, Training, Altiris, Inventory, Networking, Remedy, Remote Access, Security, SMS, System Management, Telecommunications, Verity, VPN, Wise, Mathematics

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Resume Overview

School Attended

  • K.N.Toosi University of Technology

Job Titles Held:

  • IT Service Desk Manager
  • System Administrator
  • System Admin

Degrees

  • Bachelor

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