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Service Desk Lead Resume Example

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SERVICE DESK LEAD
Summary
Performance-driven professional with diverse experience in installation, support, and maintenance of complex enterprise technology solutions. Skilled in providing systems administration and network operations management with a focus on all aspects of system integrity, reliability, and business continuity. Well-versed in troubleshooting, identifying and resolving critical technical issues, and supporting end users. Recognized for leadership abilities and capacity to excel in team-driven environments. Respected for ability to simplify issues when communicating with non-technical people. Extensive hands on experience dealing with the removal of Viruses, Malware, Spyware, and Ransomware as well as performing data recovery due to unprotected network assets. Lab experience performing security analysis through threat modeling, penetration testing and vulnerabilities assessments. Penetration Testing Threat Modeling Vulnerabilities Assessments Password Recovery Cloud-Based Applications Data Migration Business Needs Analysis Installation Project Management Procurement Inventory Management Back-Ups System/End User Data Recoveries Virtual Server and Workstation Management Troubleshooting Technical Support Security Security Audits Software/Hardware Sourcing Infrastructure Administration User Access End User Training Strategic Planning Business/Technology Alignment Teamwork/Strong Leadership
Experience
01/2012 to 01/2014
Service Desk LeadCompany Name － City, State
  • Provided client support, data protection, and implemented technology solutions, backup strategies, and network backbone and support infrastructures.
  • Prepared and maintained budgets in excess of $1 million.
  • Identified business requirements.
  • Loaded operating systems in conventional/virtual environments.
  • Sourced software applications.
  • Oversee network installations, upgrades, and data migration projects.
  • Perform remote system administration, cabling, testing, and field assignments.
  • Develop and deliver end user training.
  • Manage user profiles and security functions.
  • Key Accomplishments.
  • Deployed Cisco Managed Switches and Resolved network issues such as IP Address Conflicts due to faulty workstation NIC.
  • Installed Cisco Unified Computing products and setup VM Ware virtual server management.
  • Utilized SCCM Imaging to Deployed Dell and HP Workstations for network use.
  • Established and implemented inventory controls using Service Desk Plus.
  • Directed procurement activities, managed relationships, and negotiated favorable terms with a numerous vendors and service providers.
  • Implemented, Tested, and Deployed Ticketing system to streamline the Helpdesk Support platform and add empower users and technicians to resolve issues more efficiently.
  • Established and led high-performing teams.
  • Set assignments, provided training, monitored progress, and provided feedback to ensure excellent performance throughout each project.
  • Designed and implemented training plans that were successful in introducing new users to systems.
  • Performed Malware removal and data recovery.
01/2005 to 01/2012
IT operations ManagerCompany Name － City, State
  • Developed and implemented technology solutions and performed remote system administration, field assignments, and training.
  • Identified business needs.
  • Designed, configured, and built network backbone and support infrastructures.
  • Sourced software applications and oversaw complex technical projects.
  • Protected clients' data, administered user profiles, and managed security activities.
  • Established inventory controls.
  • Key Accomplishments.
  • Generated outstanding satisfaction levels while providing high level support and improving revenue.
  • Executed procurement activities, negotiated terms, and managed key vendor and service provider relationships.
  • Led complex projects including planning, scheduling, resources, personnel, activities, quality, and follow-up.
  • Established cohesive teams, provided leadership, monitored quality, and ensured projects were on time and target.
  • Engaged in employee development that supported new and existing users; devised training plans, designed courses, tracked progress, and maintained records.
  • Developed lasting relationships with clients by establishing trust and by providing a high level of customer service.
  • Planned and installed secure networks for retail, legal, and medical businesses.
  • Performed Viruses, Malware, Spyware, and Ransomware removal.
01/2004 to 01/2005
Network / Computer TechnicianCompany Name － City, State
  • Delivered comprehensive client support.
  • Performed network installations, upgrades, and data migration projects.
  • Developed and implemented backup strategies focused on protecting client data.
  • Managed user profiles and security activities.
  • Maintained inventory and implemented controls.
  • Key Accomplishments.
  • Engaged in troubleshooting and resolved diverse hardware, software, and server issues.
  • Employed expertise to manage projects, including planning, scheduling, resources, personnel, activities, quality, and follow-up activities.
01/1997 to 01/2002
Hull Technician HT2(SW)/Emergency Nuke Welder/Quality Control InspectorCompany Name － City, State
  • Undertook challenging projects that directly impacted the success of the ship and crew while operating in demanding, high pressure, and adverse environments.
  • Performed effectively while in working on high profile projects.
  • Recognized as a key member of a close knit team with a common goal to accomplish mission critical tasks.
  • Key Accomplishments.
  • Worked collaboratively with team members.
  • Adhered to safety standards and requirements.
  • Employed expertise to consistently meet high quality standards.
Education
2017
Master of Cyber Security Technology: Cyber Security TechnologyUNIVERSITY OF Maryland University College － City, StateCyber Security Technology
2014
Master of Business Administration: Business AdministrationUNIVERSITY OF PHOENIX － City, StateBusiness Administration
2005
Associates of Applied Science: Networking and Computer ManagementUNIVERSITY OF PHOENIX － City, StateNetworking and Computer Management
Willing to relocate: Anywhere
Skills
streamline, backup, budgets, cabling, Cisco, hardware, client, clients, customer service, client support, data migration, Dell, HP, Imaging, inventory, IP, leadership, legal, network, networks, NIC, operating systems, personnel, procurement, progress, quality, retail, safety, scheduling, Switches, system administration, user training, employee development, troubleshooting, upgrades, VM
Additional Information
  • Willing to relocate: Anywhere Authorized to work in the US for any employer
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Resume Overview

School Attended

  • UNIVERSITY OF Maryland University College
  • UNIVERSITY OF PHOENIX

Job Titles Held:

  • Service Desk Lead
  • IT operations Manager
  • Network / Computer Technician
  • Hull Technician HT2(SW)/Emergency Nuke Welder/Quality Control Inspector

Degrees

  • Master of Cyber Security Technology : Cyber Security Technology
    Master of Business Administration : Business Administration
    Associates of Applied Science : Networking and Computer Management

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