Service Desk Technician Lead Field Support Resume Example Company Name

SERVICE DESK TECHNICIAN LEAD - FIELD SUPPORT

Professional Summary

Adaptable professional with 25+ year of experience, proven knowledge of field service management, digital projector maintenance, installation and staff training. An enthusiastic ﬁeld service technician who understands the importance of customer satisfaction. Looking to contribute knowledge and skills in an institution that offers a genuine opportunity for career progression. Versatile Field service technician skillful in troubleshooting with top-notch repair knowledge and technical expertise. Accustomed to reviewing highly technical documentation to assess scope and develop repair strategy. Focused, reliable and results-driven with good safety records and attention to detail. Ambitious, always ready to adapt and change to any job.

Skills

Project Management
Team Supervision
Employee training
Teamwork
Organization and Time management
Customer Service
Excellent work ethic

Conflict resolution
Written Communication
Technical Support
Installation and maintenance
System repairs
Diagnostics and troubleshooting

Work History

07/2021 to Current

Service Desk Technician Lead - Field SupportCompany Name – City, State

Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Patched software and installed new versions to eliminate security problems and protect data.
Conducted in-depth product and issue resolution research to address customer concerns.
Maintained servers and systems to keep networks fully operational during peak periods.
Performed tests of functionality, security and performance of different workstations and devices.
Monitored systems in operation and input commands to troubleshoot areas.
Installed, modified and repaired software and hardware to resolve technical issues.
Trained and supported end-users with software, hardware and network standards and use processes.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

11/2004 to 07/2020

Quality Assurance SpecialistCompany Name – City, State

Modified and directed project plans to meet organizational needs.
Provided management for internal personnel, contractors and vendors.
Achieved project deadlines by coordinating with contractors to manage performance.
Headed project teams specializing in design and launch activities.
Drove team success through shared vision and recognition of quality performance.
Managed all phases of projects from procurement to commission.
Provided accurate, detailed quantity take-offs from project drawings and technical specifications.
Oversaw high profile projects for by planning, designing, and scheduling phases.
Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
Trained over 100 personnel in Barco Projector installation equipment maintenance and enforced participation in exercises focused on developing installation skills.
Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

01/2001 to 11/2004

Movie Theater Booth Manager Company Name – City, State

Effectively supervised staff of 15 personnel by implementing company policies, protocols, work rules and disciplinary action.
Planned marketing initiatives and leveraged referral network to promote business development.
Prepared quotes for new products and services and composed budgets.
Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
Taught managers and theater technical assistants effective projector maintenance techniques.
Utilized exemplary negotiation skills to obtain manufacturing service agreements and assure quality standards.
Maintained store equipment, including computers, printers and fax machines.
Coordinated all companies, business executives and site leadership teams by interacting effectively and establishing communication best practices.
Evaluated existing operations and current market trends to identify necessary improvements and capitalize on changes.
Excelled in every store position and regularly backed up front-line staff to keep expertise fresh and relevant.
Spearheaded overhaul of company best practices, leading to significantly increased staff retention rates and top-ranking as industry leader.
Evaluated employee performance on quarterly basis and conveyed constructive feedback to improve skills.
Supervised site investigations, reported issues and escalated those that required further assistance.
Conducted forecasting to determine possible changes and issues for supply chain business.
Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Led company to successful product launch and growth by developing initial product roadmap and go-to-market strategy.
Defined clear targets and objectives and communicated to other team members.
Proved successful working within tight deadlines and fast-paced atmosphere

01/1997 to 01/2001

Field Service TechnicianCompany Name – City, State

Managed maintenance activities, including supervising staff and inspecting equipment.
Wrote and revised maintenance procedures.
Effectively installed commercial 35mm projector equipment.
Trained staff on maintenance of all projection booth equipment.
Area of service during this time was 15 locations in California.
Increased customer satisfaction by resolving projector and sound issues.
Prepared variety of different written communications, reports and documents to ensure smooth operations
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Demonstrated respect, friendliness and willingness to help wherever needed
Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades
Developed and maintained relationships with customers and suppliers through account development
Approved regular payroll submissions for employees
Wrote and revised maintenance procedures.
Managed maintenance activities, including supervising staff and inspecting equipment.
Managed on-site and off-site installation, repair, maintenance and test tasks

Education

06/2005

Associate: Business Management
University of Phoenix - City

Resume Overview

School Attended

University of Phoenix

Job Titles Held:

Service Desk Technician Lead - Field Support
Quality Assurance Specialist
Movie Theater Booth Manager
Field Service Technician

Degrees

Associate : Business Management

Service Desk Technician Lead - Field Support Resume Example

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