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Manager, Service Desk Resume Example

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MANAGER, SERVICE DESK
Professional Summary

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of IT operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.

Skills
  • Microsoft 98, 2000 PRO, XP, and Vista
  • Microsoft Server 2003/Exchange 2003/ NT 4.0/ Exchange 5.5
  • Microsoft Office XP and Outlook 2003
  • Cisco VPN
  • AS400/ Friedman/PRIME
  • Internet Explorer/ Mozilla Firefox
  • Oracle Applications
  • Soft-Tech Quoting Software
  • V Provide All Hardware Support and Repairs for IBM and Dell Laptops and Dell, Gateway, and HP Desktops
  • V Create/manage images to be used machines using Clonezilla and Symantec Ghost Suite 2.5.
  • V Re-image and re-deploy computers on a daily basis, along with transferring user's data from machine to machine.
  • ACD, Lotus Notes, SQL
  • Active Directory, Mainframe, Symantec
  • Administrative, Microsoft Access, Software Support
  • AS400, Exchange, User support
  • Broadband, Microsoft Exchange 2003, Telephone
  • BSC, Exchange 5.5, Phone
  • Cable, Microsoft Office Applications, Phones
  • Cash registers, Microsoft Office XP, Troubleshooting
  • Cisco, Outlook, Unix
  • Hardware, 2000, Upgrades
  • Client, Microsoft 98, Utilities
  • Customer support, NT, Vista
  • Database Management, NT 4.0, VPN
  • Dell, Motorola
  • Desktops, Network
  • Email, Novell
  • Network cabling, Operating Systems
  • Forms, Oracle Applications
  • Gateway, PC Repair
  • Ghost, PC troubleshooting
  • Hardware Support, Peregrine
  • Help Desk support, Personnel
  • HP, Policies
  • IBM, PRIME
  • IBM Servers, Repairs
  • Image, Rumba
  • Internet Explorer, Software Troubleshooting
  • Laptops, SOP
  • Linux, Spreadsheets
Work History
Manager, Service Desk , 11/2009 to Current
American Cancer Society – Pittsurgh, PA
  • Administration and support of enterprise applications: Salesforce, Epitome, Bomgar, Blackbaud/Convio, LANDesk Service Desk, BoldChat & BoldChat AI, RightAnswers KB, Printer Installer, Druva backup, Daptiv PPM, and O365 Apps
  • Active Directory User and Group management and maintenance
  • Teams/Skype PSTN administration
  • Windows and Mac hardware and software support
  • Network Troubleshooting
  • Successful implementations of KCS, Self-Service Portal, Problem Management, Chat service, AI Chat service, and more.
  • Adobe Experience Manager - developer/content manager for service catalog/self-service portal website.
IT Support Specialist, 04/2008 to 11/2009
TRACO – Cranberry Twp, PA
  • Summary of Job Duties v Provide Software Support for various Applications and Operating Systems.
Installation Technician, 07/2007 to 04/2008
Armstrong Cable Services – Butler, PA
  • V Manage User and Group Accounts including Distribution Lists, and Group Policies using Microsoft Exchange 2003 v Create/Manage the technical knowledgebase documents as well as IT forms and SOP's.
  • V Provide assistance for other members of the support team.
  • V Provide Support for Smart Phones such as Treo's, Motorola Q's, and Blackberries.
  • V Involved in company wide phone consolidation to deploy over 65 Blackberries and Corporate BES.
  • V Support users daily and on an On-Call rotation after-normal business hours.
  • V Tools used to perform daily functions and performing PC cleaning include but are not limited to DameWare NT Utilities Remote Control Software, VMware, WonderDesk Ticketing System, and Knowledgeroot Knowledgebase Software, Barracuda Spyware Software, Super Anti-Spyware, Malware-bytes Anti-Malware, Defraggler, and CCleaner.
  • V Member of the Corporate Emergency Response Team.
  • Summary of Job Duties v Installation of broadband technologies such as Cable (Analog and Digital), Internet, and Telephone Services.
  • V Perform troubleshooting and provide face-to-face customer support.
  • V Company vehicle, cell-phone, and blackberry used daily and extensive traveling involved on a day-to-day basis.
  • V Support customers through on call rotations also required to work individually as well as in a team on special occasions.
  • Provide support for co-workers to assist them in daily work.
  • Assist in training of new employees.
Senior Global Service Desk Agent, 01/2006 to 07/2007
Electronic Data Systems—US Steel Contract – Pittsburgh, PA
  • Summary of Job Duties v Provide general Help Desk support (passwords resets and general troubleshooting) to extensive hardware/software support and troubleshooting for users both in the US and European Countries.
  • V Take an average of 40-50 calls daily through the ACD call system and process 40-50 web requests through the online ticketing system.
  • V Perform extensive network and PC troubleshooting for network users and remote users.
  • V Required to work a variety of shifts to maintain a 24/7 operation.
  • V Assist in the training of new employees.
  • V Applications and Tools used included but are not limited too: Ø Peregrine Service Center Ticketing System Ø Lotus Notes and iNotes Email Software Ø Microsoft Office Applications Ø BSC VPN Client Ø Mainframe Software and Applications(Rumba, Attachmate, HOD) Ø Landesk Remote Control Software Ø Internet Explorer Ø Active Directory/Novell Ø Oracle Applications, Symantec.
Education
Associate: Science, Information Technology and Network AdministrationPittsburgh Technical Institute - Oakdale, PA
Fields of Study Applications: 2000
XP Database Management Microsoft Server (NT, 2000, 2003) Network Techniques Linux/Unix Hardware/Software Troubleshooting Microsoft Access and SQL Hardware/PC Repair General CISCO Configuration
Volunteer Experience

Active member of North Sewickley Volunteer Fire Department for 19+ years, currently serving as Captain.

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Resume Overview

Companies Worked For:

  • American Cancer Society
  • TRACO
  • Armstrong Cable Services
  • Electronic Data Systems—US Steel Contract

School Attended

  • Pittsburgh Technical Institute

Job Titles Held:

  • Manager, Service Desk
  • IT Support Specialist
  • Installation Technician
  • Senior Global Service Desk Agent

Degrees

  • Associate : Science, Information Technology and Network Administration
    Fields of Study Applications : 2000
    XP Database Management Microsoft Server (NT, 2000, 2003) Network Techniques Linux/Unix Hardware/Software Troubleshooting Microsoft Access and SQL Hardware/PC Repair General CISCO Configuration

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