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Lead Helpdesk Engineer Resume Example

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LEAD HELPDESK ENGINEER
Experience
06/2012 to Current
Lead Helpdesk EngineerE2 Services IES Abroad － Oswego Chicago, IL
  • Primary oversight to technical support staff providing customer support for all computing needs.
  • Implemented process improvement for imaging computer hardware which cut deployment time.
  • Improved customer service from satisfactory to excellent.
  • Monitors and reports on monthly SLAs.
  • Manage the development and implementation of standards and processes to deliver high quality and consistent support.
  • Created knowledge base containing basic and complex solutions as a learning tool for the technical support staff.
  • Manages laptop, loaner laptop, and peripherals inventory.
03/2011 to 06/2012
Product ManagerIES Abroad － Chicago, IL
  • Responsible for ticketing system maintenance and upgrades.
  • Tracked assets and warranty expiration dates for laptops, desktops, and projectors.
  • Configured and maintained all iMacs.
  • Led upgrade projects that included Office, Windows, and Adobe Standard.
  • Analyze Windows Updates and deploy the updates through WSUS to client computers.
08/2007 to 03/2011
IT Helpdesk TechnicianIES Abroad － Chicago, IL
  • Created new domestic and international user accounts in Active Directory.
  • Performed system and software upgrades based on client's needs.
  • Coordinated the deployment of all new desktop, laptops, and printers.
  • Configured Android and iOS phones for Exchange Active Sync.
  • Maintained and supported ShoreTel VOIP.
  • Created base images of laptops and desktops.
12/2006 to 08/2007
Helpdesk TechnicianBuffalo Grove, IL
  • Provided 24/7 level I and level II support for 2500 users.
  • Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
  • Prepared workstations for distribution by installing selected hardware and software products.
  • Supported minor issues for Windows Server 2003.
  • Prioritized and escalated issues when required.
12/2001 to 12/2006
Systems Conversion AnalystGuarantee Trust － Glenview, IL
  • Gathered information from various departments to ensure functionality in Lifepro.
  • Responsible for testing and documenting any discrepancies.
  • Collaborated with the programming department to meet milestones.
  • Created knowledge base and training manual for Lifepro.
  • Provided training to 50 users.
Education
Associate of Applied Science
2007
Computer Networking SystemsITT Technical Institute － Mt Prospect, ILGPA: Member of the National Technical Honors SocietyMember of the National Technical Honors Society
Skills
Active Directory, Adobe, Asset Management, basic, Hardware, computer hardware, Computer Networking, client, customer service, customer support, desktops, equipment inventory, help desk, imaging, inventory, laptops, Leadership, Exchange, Office, Windows, Monitors, peripherals, printers, processes, process improvement, programming, Project Management, quality, technical support, Software Support, User Support and Training, Technical Documentation, phones, troubleshooting, upgrades, upgrade, Voice Over IP, VOIP, Windows Server
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Resume Overview

Companies Worked For:

  • E2 Services IES Abroad
  • IES Abroad
  • Guarantee Trust

School Attended

  • ITT Technical Institute

Job Titles Held:

  • Lead Helpdesk Engineer
  • Product Manager
  • IT Helpdesk Technician
  • Helpdesk Technician
  • Systems Conversion Analyst

Degrees

  • Associate of Applied Science
    Computer Networking Systems

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