, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Resourceful Team Lead with diverse IT service experience for various hardware and software platforms. Tech-savvy computer expert with passion for teamwork and helping others while adapting to unexpected challenges. Committed to keeping abreast of new technologies and proven at uncovering new, timesaving solutions to common service issues.
Skills
Computer Networking
Network Security
Time Management
Teamwork
Windows Operating System
Mac Operating System
Microsoft Office Applications
Problem-solving Abilities
Computer maintenance
Technical troubleshooting
Service desk support
Software upgrades
Call center experience
Hardware diagnostics
Application installations
Hardware configuration
Hardware upgrades
Flexible
Multitasking
Basic math
Supervisor Responsibility
Experience
05/2021 to CurrentService Desk Team LeadSaic | Independence, MO,
Delegated daily tasks to team members to optimize group productivity.
Handled escalations from analysts and customer management.
Fostered positive employee relationships through communication, training and development coaching.
Integrated process improvements to increase overall workflow.
Developed and monitored weekly staff schedules.
Worked with stakeholders to improve and improve daily processes.
Provided daily/monthly reports to leadership.
Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss.
08/2020 to 05/2021Service Desk AnalystGood Shepherd Hospice | Ardmore, OK,
Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
Developed, wrote and maintained detailed troubleshooting guide and knowledge base for use by other service desk staff and field service staff.
Supported and assisted less experienced technicians in resolving client issues requiring advanced or specialized expertise and experience.
Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss.
Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
05/2020 to 08/2020Help Desk Support SpecialistActionet, Inc. | New Orleans, LA,
Offer Support and Technical Assistance using Software, Hardware, and other computer systems.
Troubleshooting all systems, including telephone and hardware.
Respond to queries from staff either in person or over the phone.
Run diagnostic programs to resolve problems.
Configure workstations with appropriate software and applications.
Offer relevant information to managing partner about features needed for practice management software and deficiencies in current software.
07/2012 to 08/2020SupervisorUcla Health | Redondo Beach, CA,
Customer Service Experience.
Money Handling.
Multitasking in a Work Environment.
Instructing/training Employees.
Conflict Resolution.
Aid in Scheduling of Employees
Money Handling.
Multitasking in a Work Environment.
Monitored equipment, checked supplies and coordinated manpower to meet expected demand.
Resolved customer complaints and adjusted policies to meet changing needs.
Provided ongoing training to address staff needs.
05/2018 to 10/2018Customer Service RepresentativeAshley Furniture | Burlington, WA,
Customer Service Experience.
Money Handling.
Multitasking in a Work Environment.
Coordinating Delivery Schedules.
Operating Heavy Machinery.
Assessed customer needs and upsold products and services to maximize sales.
Informed customers about billing procedures and processed payments.
Reviewed account and service histories to identify trends.
Education and Training
Expected in 06/2014High School Diploma | North Carroll High School, Hampstead, MD, GPA:
Expected in 06/2017Associate of Arts | General StudiesCarroll Community College, Westminster, MDGPA:
Major in Cybersecurity.
Completed coursework in computer hardware and software, network security procedures and penetration testing best practices.
Information Systems Security Association (ISSA) Student Chapter Member
Expected in 12/2019Bachelor of Science | Computer Networks & CybersecurityUniversity Of Maryland, Global Campus, Adelphi, MD, GPA:
3.28 GPA
Completed coursework in designing network topologies, implementing, administrating and securing networks and resolving system vulnerabilities.
Activities and Honors
People To People Student Ambassador
Attended a travel program to the country of Japan in order to experience different cultures and partake in an educational experience to bridge connections between citizens of different countries.
Learning For Independence (LFI) Volunteer
Participate in lessons/school outings with students that have special needs to aid in their education.
Special Olympics Volunteer
Aid individuals with special needs to their assigned tasks in order to participate in the Olympics.
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.