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service desk supervisor resume example with 17+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Over 20 years of experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs. Certified in Security+ and CASP. Committed to providing efficient, high-quality support.

Skills
  • Policy writing
  • Task delegation
  • Data transfer equipment
  • Equipment purchasing
  • Decision-making
  • Troubleshooting
  • LAN/WAN
  • Software/System upgrades
  • Service desk support
  • Hardware upgrades
  • Technical troubleshooting
  • Organizational skills
  • MS Office
  • Multitasking
  • Communication
  • Network repairs and maintenance
  • System updates
Experience
07/2021 to Current Service Desk Supervisor Engility Corporation | Kings Bay, GA,

Resolve Service Desk tickets for over 4000 users across multiple areas of operations

  • Maintained 3 domains including troubleshooting, updating and repair of network connectivity to achieve 97% uptime
  • Active Directory and Exchange administrator for over 4000 users
  • Served as Information Assurance (IA) Manager; quarterly trained over 60 staff members on IA protocol to ensure proper information handling
09/2018 to 07/2021 Senior System Administrator Engility Corporation | Macdill Afb, FL,
  • Maintained over $40,000,000 in equipment with no loss by using Information Technology and customer service skills.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Recognized by management for providing exceptional customer service.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Improved operations by working with team members and customers to find workable solutions.
  • Orchestrated and oversaw upgrades to system hardware and software.
  • Improved job tasks and mentored junior team members on best practices and standards.
08/2015 to 07/2018 IT Operations Project Manager Bae Systems | Cherry Point, NC,
  • Installed system updates, patched programs and optimized functionality.
  • Maintained performance level and up-to-date hardware for laptops, mobile device, taclane and printer systems.
  • Completed problem analysis to evaluate system issues and determine root causes.
  • Researched, planned and implemented small- and large-scale improvements to address changing conditions and needs.
  • Supported over 1000 customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Increased number of resolved job tickets by 100% over previous year.
  • Spearheaded system upgrade project worth $4,000,000 through on-time, under-budget completion.
  • Managed user profiles, security access and shared file structures.
  • Devised automation, backup and recovery protocols to preserve and safeguard data.
  • Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
  • Directed account management and customer training on company technical software and tools for new accounts and new users.
  • Kept hardware and software systems current with latest patches and current licenses.
  • Conducted end-user training and provided technical support on hardware, software and network issues.
08/2012 to 07/2015 Information System Technology Instructor/Content Writer Dakota County | Apple Valley, MN,
  • Taught hardware development and software programming courses, using case studies to give students real-world scenario experience.
  • Developed lectures addressing variety of computer science topics to engage and educate students.
  • Facilitated computer lab sessions, supervising such tasks as penetration testing, coding and script creation.
  • Created technology coursework for 500 students to teach latest software and hardware.
  • Trained students on CCNA, Security+ and Microsoft Server use.
  • Monitored student progress through frequent assessments of various computer tasks.
  • Scheduled group and private tutoring sessions to assist students requiring extra help.
  • Developed new technology competencies by attending continuing education courses.
  • Monitored 500 computer lab assets, including cisco routers, switches, microsoft server, vmware and computers.
  • Maintained computer lab of 24 computers and performed computer repairs.
  • Planned detailed lesson plans with related handouts to teach step-by-step computer use to students from beginners to intermediate-level grade computer literacy.
07/2011 to 07/2012 Assistant COMSEC Manager US Army | City, STATE,
  • Periodically reviewed existing policies and procedures and made recommendations to improve security.
  • Worked efficiently in busy, high-risk settings while maintaining best-in-class standards of excellence for security initiatives.
  • Held routine and surprise drills to keep help security team members practice response plans.
  • Carried out routine inspections of sites to observe activities and compliance with rules and procedures.
  • Maintained over 3000 communications security keys which provided consistent backup material for 100% organization operations.
03/2009 to 06/2011 Senior Information Systems Specialist US Army Fort Detrick | City, STATE,
  • Analyzed network structures, inspected firewalls and tested software permissions.
  • Spearheaded server infrastructure development, quality control, staging and production operations.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Prevented security breaches by analyzing systems and researching risks.
  • Presented reports, findings and recommendations to upper management and relayed information regarding potential threats.
  • successfully migrated the organization's over 200 devices to Windows Vista with 100% network compliance
12/2003 to 03/2009 LAN Manager US Army Fort Huachuca | City, STATE,
  • Planned, tested and supported high-availability infrastructures.
  • Spearheaded server infrastructure development, quality control, staging and production operations.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Programmed, maintained and operated servers, routers, switches and call manager to provide continuous uptime for operation success.
Education
Expected in 01/2021 to to Bachelor of Arts | Business Information Systems Ashford University, San Diego, CA GPA:
Expected in 05/2017 to to Associate of Arts | General Studies Liberty University, Lynchburg, VA GPA:
Certifications
  • CompTIA Security+
  • CASP, Comptia - 2018

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Resume Overview

School Attended

  • Ashford University
  • Liberty University

Job Titles Held:

  • Service Desk Supervisor
  • Senior System Administrator
  • IT Operations Project Manager
  • Information System Technology Instructor/Content Writer
  • Assistant COMSEC Manager
  • Senior Information Systems Specialist
  • LAN Manager

Degrees

  • Bachelor of Arts
  • Associate of Arts

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