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IT Service Desk Manager Resume Example

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IT SERVICE DESK MANAGER
Professional Summary
Talented Service Desk Manager looking to join a dynamic, fun, hardworking team dedicated to developing intelligent, functional solutions for business productivity.
Skills
  • Bomgar Administrator Certified
  • ITIL Training
  • HIPAA compliant
  • Project Management
  • Problem solving
  • SCALE Leadership Academy
  • People Management
  • Strategic Thinking
  • Time Management
  • Decision making
  • Processes & Procedures
  • Teamwork skills
Work History
05/2015 to Current
IT Service Desk ManagerSenior Care Centers – Dallas, TX
  • Oversee 15 System Analysts/Field Technicians with everyday operations.
  • Monitoring performance and ticket handling per technicians.
  • Development of schedules to accommodate business needs.
  • Server as a management escalation point for analysts.
  • Develop processes and procedures for Service Desk.
  • Ongoing development and training of IT processes, procedures, and policies.
  • Maintaining relationships with vendors and other external clients.
  • Participates in all aspects of the requirements, design, development, testing and deployment of Business Intelligence (BI) and reporting content for HealthMedx EMR application, Vision.
  • Collaborate with business and clinical stakeholders, application analysts, application architects, and technical support teams in order to design, develop and support BI and reporting content that leads to development of reports.
  • Querying data and logic from SQL Server Management Studio.
  • Testing and ensuring electronic data and logic is correctly entered into Vision.


04/2013 to 06/2015
Service Desk LeadSenior Care Centers – Dallas, TX
  • Escalation for Tier I technicians.
  • Liason between Service Desk and other support teams. 
  • SME on external vendor applications.
  • Network monitoring and troubleshooting.
  • Backup and restore of user's data.
  • Managing small to medium IT projects.
  • Cerner Web Security Office.


02/2012 to 04/2013
Queue ManagerCompuCom – Dallas, TX
  • Active Directory management.
  • Handled second level escalations.
  • Monitored queue and process tickets returned by resolver groups or generated via web.
  • Analyzed trouble tickets for legitimate reason for being returned.
  • Distribute tickets out to the proper resolver groups or back to analysts.
  • Run daily reports on tickets being returned or not being properly handled.
  • Escalate to management when tickets are breached or break SLA.
  • Ensure that every ticket in queue is updated daily.
  • Follow up with analysts to ensure proper ticket handling.
  • Call monitoring for quality assurance.


02/2008 to 11/2011
Level II VPN SupportBank of America – Dallas, TX
  • Received calls from internal clients assisting with supporting a variety of the bank's propriety software applications.
  • Averaged 40 calls on a daily basis.
  • Troubleshoot MS Office, Excel and Outlook.
  • Required to support Financial Advisors, President and other C- Level Executive leaders for the Bank.
  • Support of MS XP/Vista environment and also MS Office 2003 and 2007 suites.
  • Utilize Citrix to access different applications needed for support.
  • Tracked and monitored calls utilizing Peregrine Service Center Client ticketing system.
  • Performed password resets using Active Directory and Ichangepassword system.
  • Troubleshoot Cisco VPN and Mobile Access Services for remote users.
  • Remote into client's workstations using Supportsoft Support Center to map printers and/or resolve software related issues.
  • Escalation of incidents not resolved by 1st level support.


06/2007 to 02/2008
Technical Support Specialist Tier IINTN Software Solutions – Arlington, TX
  • Provides support to Dominos Pizza franchises throughout the US and Canada with their POS software called Pulse.
  • Windows 2000 environment.
  • Hardware support to include
  • Managed call flow and responded to technical support needs of customers.
  • Identified and solved technical issues with a variety of diagnostic tools.

01/2007 to 04/2007
Sr. System Support AnalystGE Financial – Frisco, TX
  • Provided technical support to tax sites, such as Jackson Hewitt, H&R Block, Rapid Tax, etc., and other ISOs to assist in processing check and ATM transactions.
  • Provided information to customer that will help with completing check-cashing transactions.
  • Troubleshoot terminal issues that related to transactions that could not be handled by customer service and ensuring that the terminals are set up correctly.
  • Verified funds for financial institute to ensure proper secured transactions took place.

01/2006 to 01/2007
IT Field Services SupportHarris Methodist Hospital – Fort Worth, TX
  • Performed imaging and re-imaging, configuring, and installing PCs, laptops, and printers.
  • Utilized LANDesk Client to setup users' software, repaired HP printers.
  • Retired legacy equipment using Service Center software.
  • Provided hardware and software support for end users,.
  • Accounted for inventory received.
  • Identified and solved technical issues with a variety of diagnostic tools.

06/2005 to 01/2006
Computer TechnicianCitigroup - Irving
  • Hardware refreshes, which included backing up and restoring users' data, configuring MS Outlook.
  • Removing and adding workstations and users to and from domains.
  • Reset passwords utilizing Active Directory.
  • Utilized crossover cables for data transfer between legacy and new workstations.
  • Configured NIC speeds, DHCP and IP settings for peer-to-peer connectivity during data transfer.
  • Added network printers to users' workstations.
  • Utilized an online support site to track computer deployments and performed quality control.
  • Assisted with rewriting scripts and trained new technicians.
  • Setup and logged new flat screen monitors.

01/2002 to 01/2005
Guest Services ManagerQuality Inn & Suites Hotel – Marshall, TX
  • Answered multiple phone lines, typed daily memos and letters to past guests.
  • Registered guest and assign rooms using Profit Manager software.
  • Understood and adhered to proper credit, check-cashing and cash-handling policies and procedures.
  • Generated all reports and vouchers required for the GM's review and approval.
  • Trained all front office personnel, ordered hotel supplies, maintained master key control.
  • Assigned housekeepers' their duties and generated 15 employees' work schedules.
  • Handled guest concerns and provided great customer service skills and professionalism.

Education
Bachelor of Science: Information Technology Information SecurityUniversity of Phoenix - Phoenix, AZ

2006
Bachelor of Science: Software Engineering
Colorado Technical University - Colorado Springs, CO
Software Engineering
2005
Associate of Applied Science: eCommerce & SW Engineering
Texas State Technical College - Marshall, TX
e-Commerce and Software Engineering Technology WebMaster Technology
2003
Associate of Applied Science: Computer Networking & Systems
Texas State Technical College - Marshall, TX

Computer Systems/Networking Technology -Dean's List 2000 & 2003


April 2003
Automated Logistics Specialist Course: Logistics
United States Army - Fort Lee, VA

1998
GED:
Gary Job Corp Center - San Marcos, TX
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Resume Overview

Companies Worked For:

  • Senior Care Centers
  • CompuCom
  • Bank of America
  • NTN Software Solutions
  • GE Financial
  • Harris Methodist Hospital
  • Citigroup - Irving
  • Quality Inn & Suites Hotel

School Attended

  • University of Phoenix
  • Colorado Technical University
  • Texas State Technical College
  • United States Army
  • Gary Job Corp Center

Job Titles Held:

  • IT Service Desk Manager
  • Service Desk Lead
  • Queue Manager
  • Level II VPN Support
  • Technical Support Specialist Tier II
  • Sr. System Support Analyst
  • IT Field Services Support
  • Computer Technician
  • Guest Services Manager

Degrees

  • Bachelor of Science : Information Technology Information Security
    Bachelor of Science : Software Engineering
    Associate of Applied Science : eCommerce & SW Engineering
    Associate of Applied Science : Computer Networking & Systems
    Automated Logistics Specialist Course : Logistics
    GED :

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