senior it help desk manager resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
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Experienced and proactive Senior Help Desk Manager offering 19 years of progressive warehouse settings serving all IT needs of over 600 users. Well versed in rapidly resolving technical issues, managing and training the help desk team, helping to ensure that the help desk is constantly developing and improving, and ensuring that service standards are met.

Senior IT Help Desk Manager, 09/2004 - Current
Selco Community Credit Union Eugene, OR,
  • Responsible for the day-to-day operation of the Help Desk.
  • Manages PC's, Phone, Copies, Printers, and user admins across global company of over 600 users.
  • Supply purchase requisitions of all PC and Company phones
  • Help to determine budget across company for all IT processes
  • Assists and trains Help Desk personnel in the resolution of support tickets and administration of systems.
  • Creates and manages escalation procedures and ensures service standards are maintained and customer expectations are met.
  • Anticipates problems by monitoring key department indicators; develops contingency plans and/or corrective actions.
  • Provides guidance to staff regarding interpretation of policies, procedures and guidelines.
  • Ensures productivity and quality standards are met.
  • Communicates difficult/sensitive information tactfully.
  • Clearly documents all communications and issues and monitors problems to ensure resolution in a timely manner.
  • Evaluates new information systems, products, or helps and suggests changes to existing products or helps to better aide the end user.
  • Develops and monitors metrics to assess the overall quality, performance, and productivity of both staff and business function using quality monitoring, survey results, and user feedback.
  • Hires, coaches, develops, counsels, Help Desk staff by communicating performance expectations, providing on-going feedback, and ensuring training resources and plans are in place.
Territory Manager - Market Development, 12/1999 - 09/2004
Trader City, STATE,
  • Selling print and internet advertisement in my territory, prospecting new business, helping my customers get the most effectiveness out of their advertising dollars by showing them the features and benefits of our publications and the website, achieving weekly quota
  • ACHIEVEMENTS-Accomplished 101% of quota in 2002
  • Met with customers to provide information, answer questions and offer solutions to concerns.
  • Attended industry and promotional events to build networks and boost customer relationships.
  • Monitored sales competitor activity within designated areas and made appropriate adjustments and improvements.
  • Developed and implemented quality brand promotion and marketing techniques and improved brand awareness according to company expectations.
  • Executed brand and sales strategy to effectively demonstrate product value to key customers.
  • Implemented effective territory plans and leveraged available resources to effectively meet and exceed sales targets.
  • Boosted market share with clearly defined drivers and tactics as well as strategic use of team capability and resources.
  • Collected and analyzed market research data for use in forecasting.
  • Conducted research to determine ideal markets for products and services.
  • Developed marketing strategies based on corporate objectives and market trends.
Inside Sales, Assistant Manager,Manager Trainee, 06/1996 - 12/1999
Porter Paint Company City, STATE,
  • Sold paint and sundry items, gave product recommendations, ordered inventory on weekly basis, handled phone orders, also mixed and matched custom colors.
  • Delegated daily tasks to team members to optimize group productivity.
  • Directed and led employees, supervising activities to drive productivity and efficiency.
  • Cultivated and strengthened customer relationships to drive revenue growth.
  • Collaborated with store manager to develop strategies for achieving sales and profit goals.
  • Contacted new and existing customers to discuss product and service solutions.
  • Processed customer sales transactions, adjustments and refunds.
  • Enforced company policies and procedures to strengthen operational standards across departments.
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
Teller Associate, 12/1990 - 06/1996
Terre Haute First National Bank City, STATE,
  • Taking care of customers at teller window Balancing ATM’s, ran cash vault, Collected Items(bad checks), trained new employees, balanced branch at close of business daily, helped other Tellers find errors in work on daily basis answered telephone.
  • Assisted customers by phone and in person by answering banking questions and recommending solutions.
  • Opened new accounts and served existing customers based on individual financial needs.
  • Promoted and sold banking products and financial services.
  • Maintained filing systems and other daily administrative and clerical support tasks to facilitate loans, deposits and account services.
  • Researched account information regarding loans and deposits.
  • Maintained confidentiality of bank records and client information.
  • Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
  • Directed specific questions to appropriate branch personnel.
  • Opened new checking, savings and lines of credit for customer accounts.
Education and Training
Associate of Science: Computer Science, Expected in 05/1991
Ivy Tech Community College of Indiana - Terre Haute, IN,
Status -

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Resume Overview

School Attended

  • Ivy Tech Community College of Indiana

Job Titles Held:

  • Senior IT Help Desk Manager
  • Territory Manager - Market Development
  • Inside Sales, Assistant Manager,Manager Trainee
  • Teller Associate


  • Associate of Science

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