Experienced Desktop Support/End User Services Supervisor with over 20 years of experience in Customer Service. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements.
Consistently saved costs while increasing customer satisfaction. Enthusiastic Supervisor eager to contribute to teams success through hard work, attention to detail and excellent organizational skills. Clear understanding of leading individuals to meet organizational vision and goals. Motivated to learn, grow and excel in Managerial roles.
Established and maintained effective working relationships and partnerships across all business units, emphasizing functions within the company and its capacity to serve as a productive strategic partner.
Identified problems and recommended solutions in daily work and for assigned programs/project to improve services.
Promoted a “one system” environment with consistency of leadership within and between project teams.
Actively lead efforts that encourage equitable problem resolution and improved working relationships.
Promoted and championed individual growth within the organization.
Role modeled for others through daily interaction and leadership example and as a resource for other direct reports.
Lead and directed staff communication and compliance monitoring of policies, procedures and practices.
Inspired and coached team members to attain goals and pursue excellence.
Provided guidance, mentoring and training of technicians.
Troubleshoot/resolved client problems and provided status communication to clients and End User Services Director.
Wrote and updated department Policies and Procedures; Researched and made suggestions for improving departmental policies and procedures.
Maintained problem status and resolution information.
Provided thorough and timely team metrics as defined by the End User Services for IT leadership.
Assisted End User Services Manager in project planning activities.
Provided communications on rollouts, deployments, and escalations upon request of the End User Services
Installed and maintained server and workstation hardware and software.
Deployed or assisted with software upgrades to end user devices including OS and application software to desktops, laptops, phones, tablets.
Maintained accurate inventory of hardware and software.
Responsible for managing the Image standards for user machines according to standard procedures; documenting changes in tickets & by use of standard checklists.
Developed and maintained working knowledge of the current supported mobiles devices to include activation.
Provided workstation support to users; Serves as second tier support for end user.
Provided User Provisioning support to include creating User Provisioning tickets, creating/routing asset acquisition forms, and ensuring timely and accurate completion of User Provisioning requests.
Worked collaboratively with others (internally and externally) to achieve common objectives, goals and results.
Demonstrated fiscal responsibility with all Company assets.
Supervised daily activities of Desktop Support personnel and advised on priority projects by consulting with IT Leadership.
Monitored and assigned tasks/user requests and monitored urgency levels in the Desktop Support ticketing queues.
Troubleshoot and resolved trouble tickets related to technical difficulties with hardware, software and password resets.
Used remote access tools to transfer files to client pcs and or mobile devices while troubleshooting user problems.
Verified issue resolution with the customer and updated the Service Desk ticketing system and Knowledge base system as needed.
Worked closely with infrastructure, database, and development personnel to resolve user issues and or requests.
Actively contributed to ongoing process improvement.
Documented fixes and contributed to the standardization of processes and procedures.
Managed Hardware image configuration for desktops and laptops.
Effectively directed the work of others.
Diagnosed and resolved hardware/software BOS/POS issues.
Provided support for maintenance and 3rd party vendors.
Assisted unit level management with inventory & cost audits.
Streamlined efficiencies of cell phone account management 1200+ lines.
Provide technical support and resolved all issues for cellular telecommunications.
Collaborated with accounting of any changes/charges made to Sprint/ATT account to properly bill depts., while resolving billing charges discrepancies.
Each year, HDI honors the very best in the technical support and service management profession, recognizing the individuals, teams, and organizations that have achieved and maintained the highest standards of quality and customer satisfaction.
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