Remote Help Desk Support Manager Resume Example

Serve as technical point-of-contact (POC) for Business-to-Consumer (B2C) and Business-to-Business (B2B) operations. Engage in incident resolution, project planning, and implementation processes. Provide remote IT customer service support, including help desk support, ticket management, and software installation services on mobile devices, notebooks, laptops and desktops. Perform diagnostics and troubleshooting of system issues, documented help desk tickets and resolutions. Guide customers through e-commerce B2C and B2B checkout process; assists in placing orders and closing sales. Recommend solutions to management regarding software and data problems, and ensures issues are resolved in timely and accurate manner. Acquire feedback from customers about User Experience integrations on B2C and B2B online platforms. Review daily reports to mitigate recurring system malfunctions. Manage support ticket database and follows up with assigned personnel regarding ticket status; increased ticket closures by 90%. Manage system-wide operating system and software deployments, as well as related software upgrades; ensures 100% compliance with organizational security policy; ensuring no down-time. Define and document technical support best practices for POS, E-Commerce and Ticket Management technologies. Perform functionality test to ensure security and performance of workstations and mobile devices. Maintain and update Square POS customer service and inventory management database; ensures database accuracy. Utilize cloud-based ticketing system to manage and process internal and external support actions and requests. Identify and solve technical issues using variety of diagnostic tools and tactics. Process over 50 support requests weekly for technical assistance on wide range of issues related to e-commerce and POS data. Test applications prior to release to assist development team in bug identification. Install software patch updates to eliminate security problems and protect data. Remove malware, ransomware and other threats from laptops and desktop systems. Schedule automatic server backup; increased data security and data accessibility by 100%. Review computer related issues by assessing system hardware and software; suggest modifications to reduce lag time; improved overall speed by 20%. Investigate and correct problems with printers, copiers and other peripheral devices. Work closely with co-workers and customers to assess their needs, provide information, and resolve problems in timely manner. Carefully analyzes details and guidelines; effectively conveys ideas and information to diverse audiences. Identify problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.