Service Desk Supervisor Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:

Multi-talented Service Manager successful at handling customer issues quickly and effectively. Demonstrated record of developing successful store-wide policies to promote customer engagement and reduce issues. Bringing 25+ years of progressive Computer Technology and Service Desk experience.

  • Time management
  • Data entry
  • Task delegation
  • Data analytics
  • Process optimization
  • Coaching and mentorship
  • Microsoft Office
  • Report writing
Service Desk Supervisor, 01/2019 to 10/2020
Clifton Larson AllenGlendora, CA,
  • Work together with the Joint Fighter Program based in Crystal City, VA supporting users at Wright Patterson in the F35 Program with Help-Desk Tier 1 and 2 operations.
  • Provide technical support for microcomputer hardware, network, account administration and office automation software to the users in the F35 Program Office.
  • Demonstrate ITR problem solving/troubleshooting and working within the Remedy /Helpdesk management systems.
  • Address any users concerns and problems to offer a solution for any hardware or software issues with performing their jobs in a productive manner.
  • Maintain Hardware and image laptops with patches and updates.
  • Maintain printer toner and track supplies for printers.
  • Track and create a Excel spreadsheet to assist with annual inventory for equipment.
  • Troubleshoot and identify any problems users has with their laptop and connecting wireless.
  • Track and assign hardware and software in the Database for ADPE inventory purpose.
  • This includes Prepare equipment for turning to DRMO.
  • Received all incoming calls and coordinated with other Team members to fulfill requests and resolve issues.
  • Responded to inquiries and requests made online, by phone or email.
  • Created and optimized employee schedules for shift coverage.
  • Received all incoming calls and coordinated with other Team members to ensure requests and any issues were resolved.
  • Responded to inquiries and requests made online, by phone or email.
  • Welcomed new users to the F35 Organization and engaged in friendly conversations while conducting check-in process.
  • Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
System Support Analyst, 08/2011 to 02/2015
3M CompaniesSpringfield, MO,
  • Task Lead: Harry Bouris Phone No: (937)713-6890.
  • Provide both hardware and software support through the AFLCMC/WW Directorate.
  • Answer and assist users with hardware, software and application problems by providing limited user training with trouble calls.
  • Entered trouble tickets in Remedy and track unsolved issues.
  • Provide New User training on both unclassified and classified systems to users in-processing into the AFLCMC/WW (Fighter and Bombers) Directorate.
  • Track and assign hardware and software in the Database for ADPE inventory purpose.
  • Perform routine maintenance of already existing systems include patching, anti-virus updates, on equipment within the SCIF environment.
  • Two years’ experience working with account creation /deletion on Siprnet.
  • Knowledge and work as ADPE Custodian maintain various accounts for the AFLCMC\WW Directorate.
  • Perform and provide tech refresh for hardware and software.
  • Build and image Siprnet systems for deployment and ensure no vulnerabilities were or had been installed on the system before deploying.
  • Update and sign logs for any CD\DVD used for coping data purpose.
  • Ensured that equipment was properly working.
  • Swap out defective equipment for service call to the vender for replacement.
  • Familiar with setting up and troubleshooting printers, scanners, desktop PCs and monitors.
  • Assist in conducting and coordinating discussing with other team members instruction with any changes for classify and Siprnet systems.
Computer Support Analyst, 11/2000 to 08/2011
State Of ArkansasSporingdale, AR,
  • Assist and answer customers (users) via telephone or in person with helpdesk issues and "how to" questions concerning software and hardware.
  • This may require that I visit their desk or workstation for further assistance.
  • Setup and support video teleconferences (VTC's) for the SPO Director and other RSW SPO personnel.
  • Monitor VTC system with MGM software for any problems which may arise with the connection.
  • This includes providing support in conference rooms with projectors when scheduled.
  • This includes supporting AFLCMC/EN as Oasis/Wyle Contractor working at the helpdesk for two years and deploying and imaging equipment.
  • Education and Training
    : , Expected in 2020
    - ,
    : Information Technology, Expected in
    CompTIA -On Line Class - Ohio City, OH,
    • Completed continuing education in AZURE and Security +
    : , Expected in 2007
    - ,
    Associates of Technical Studies: Computer Science & Office Information, Expected in 1998
    Sinclair Community College - Dayton, OH
    : , Expected in
    - ,
    REFERENCE: Furnished upon request
    • Consistently maintained high customer satisfaction ratings.
    • Trained new hires in corporate policies and procedures.
    • Microsoft AZURE Training - 2019
    • Comptia Security + CE, CompTIA - 2019

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    Resume Overview

    School Attended
    • CompTIA -On Line Class
    • Sinclair Community College
    Job Titles Held:
    • Service Desk Supervisor
    • System Support Analyst
    • Computer Support Analyst
    • Some College (No Degree)
    • Associates of Technical Studies

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