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it system analyst help desk manager resume example with 11+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - - -
Summary

Accomplished Help Desk Manager with over 10 years of information technology support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs. Committed to providing efficient, high-quality support.

Skills
  • Ticket tracking - (OS Ticket, TrackIt)
  • Service desk team supervision
  • System implementation
  • Performance evaluation conduction
  • End-user support
  • Helpdesk support coordination
  • Software upgrades - Microsoft Office, SQL Database (FileMaker Pro, ShoreTel/Mitel VoIP (Call Manager Administrator).
  • Hardware upgrades, includes imaging, trouble shooting
  • TCP/IP/LAN/WAN/Cisco Router Configuration
  • Windows XP/7 Pro/2010 - Mac iOS
  • Windows Server 2003/2008 R2/2012/2016
  • Exchange Server 2007/2010/2013/2016
  • Active Directory
  • VMware
  • Technical troubleshooting
  • Application installations
  • Hardware configuration
  • Computer maintenance
  • LAN aptitude
  • Equipment repair
  • Service desk support
Experience
04/2019 to 03/2020
IT System Analyst/Help Desk Manager Proliant, Inc. City, STATE,
  • Managed helpdesk vendors, including selecting, configuration and maintenance.
  • Invoked problem escalation procedures to coordinate recovery.
  • Managed IT inventory and procurement of equipment, if needed.
  • Delivered local and remote Tier 1/2/3 IT support for hardware and software to company personnel.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Resolved customer complaints and concerns by applying strong communication, conflict resolution and negotiation skills.
  • Processed average of 30 inbound and outbound technical support calls as well as Help Desk Ticketing - (OS Ticket)
  • Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.
  • Isolated problem trends and completed troubleshooting efforts for recurring problems until discovery of permanent solutions.
  • Conducted end-user training and provided technical support on hardware, software and network issues.
  • Managed user profiles, security access and shared file structures.
  • Managed IT setup and service requests for hardware, software for local and remote users.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Maintained and controlled server room, wireless network, and server infrastructure; managed audiovisual equipment, including projectors, laptops, and video conferencing equipment.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Diligently followed up with customers about existing orders, informing on status and responding to questions.
09/2016 to 03/2019
IT System Analysis Panatonni Technology Group City, STATE,
  • Recognized by management for providing exceptional customer service.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Installed and maintained PC and Mac device software, applications and hardware.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Managed IT setup and service requests for hardware, software and for local and remote users.
  • Responded to Help Desk tickets every day to provide end-user support.
  • Managed companies wireless accounts as well as submitting monthly reports to CFO.
  • Placed hardware into production by establishing connections and entering necessary commands.
  • Handled large volume of phone calls, chat and emails.
  • Provided onsite IT and AV technical support for 40 staff members.
  • Diligently followed up with customers about existing orders, informing on status and responding to questions.
  • Conducted end-user training and provided technical support on hardware, software and network issues.
  • Assumed remote control over customers' computers when necessary to resolve problems.
  • Managed user profiles, security access and shared file structures.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Provided supervisors with updated equipment inventory documentation.
  • Delivered local and remote Tier 1/2 IT support for hardware and software to company personnel.
  • Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
09/2006 to 08/2014
Director of Operations/IT Project Manager Musiker Discovery Programs Inc. City, STATE,
  • Directed training improvements to reduce knowledge gaps and eliminate workforce performance inefficiencies.
  • Planned daily operational strategies, including delivery routing, team workflows and promotional initiatives.
  • Increased overall team efficiency and productivity.
  • Assigned work to employees based on project requirements and individual team member strengths.
  • Introduced complete onboarding and training programs, surpassing established team sale targets and employee retention goals.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Assessed team proficiencies, identifying and targeting areas for improvement.
  • Oversaw all corporate communications to streamline data and information sharing initiatives.
  • Responsible for coordinating, planning and leading computer-related issues.
  • Determined IT needs and implementing computer systems to fulfill the companies IT needs.
Education and Training
Expected in 05/2016 to to
Associate of Science: Network Systems Administration
ITT Technical Institute - Indianapolis - Atlanta, GA,
GPA:
Expected in 12/1998 to to
Bachelor of Science: Business Economics
University of Michigan - Ann Arbor - Ann Arbor, MI
GPA:

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Resume Overview

School Attended

  • ITT Technical Institute - Indianapolis
  • University of Michigan - Ann Arbor

Job Titles Held:

  • IT System Analyst/Help Desk Manager
  • IT System Analysis
  • Director of Operations/IT Project Manager

Degrees

  • Associate of Science
  • Bachelor of Science

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