sr av it service desk associate resume example with 15 years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :

A dedicated professional Sr. IT Service Desk Admin with 10 years of inside and field experience analyzing and solving challenging IT issues. Relentless troubleshooter with persistence and customer service orientation to leave no service problem unsolved. Ambitious go-to person passionate about collaborating, teamwork and resolving issues.

  • Customer Service
  • Problem Solving & Conflict Resolution
  • Performance Coaching & Staff Training
  • Administrative Support
  • Inventory Monitoring and Management
Sr. AV/IT Service Desk Associate, 08/2018 - 11/2020
American Medical Response Louisville, KY,
  • Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
  • Collaborated with customers on troubleshooting room systems, upgrades and updates resolving issues in a timely manner.
  • Production manager. Helped produce all company local and global town halls, events and parties.
  • Broadcast expert in the use of Bluejeans, Zoom and Webex ensuring all broadcast were free of issues.
  • Lead AV Instructor. Held and created training material and training courses for staff resulting in a competent and confident staff.
  • Trained and mentored new service desk personnel and managed IT portion of employee onboarding and orientation process.
  • Developed, wrote and maintained detailed troubleshooting guide and knowledge base for use by other service desk staff and field service staff.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
  • Provided expert level (tier 3) service desk support to all users on multiple platforms. ( Crestron, Bi Amp, Zoom, Bluejeans, O365, Sharepoint & Onedrive)
Operations Manager, 08/2013 - 08/2018
Covid Clinic Seattle, WA,
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Conducted performance reviews providing coaching and feedback to benefit both company and employee.
  • Managed company operations with responsibility for profit and loss, scheduling, training and inventory control.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Planned daily operational strategies, including delivery routing, team workflows and promotional initiatives.
  • Maintained safety and emergency readiness among personnel by disseminating information on and monitoring compliance with regulatory and organizational policies.
  • Recruited, hired and trained crew members on application of projects, customer relations and customer service.
  • Enforced security policies and procedures to protect company assets from theft, loss or damage.
IT Manager, 02/2008 - 07/2013
A+ Products Inc. City, STATE,
  • Supervised all lifecycle processes pertaining to IT framework.
  • Provided technology consultation for growing businesses, making recommendations and upgrading existing systems.
  • Reviewed network policies and infrastructure to evaluate sub-optimal areas and develop solutions.
  • Streamlined established processes by implementing client and employee feedback.
  • Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss.
  • Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
  • Maintained strong knowledge of applicable regulations to guarantee that designs, operations and IT systems met those requirements.
  • Assessed system needs, improved design processes and enabled systems to align more closely with business expectations.
Head Teller - CSA, 09/2005 - 01/2008
PNC Banki City, STATE,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Educated customers on special pricing opportunities and company offerings.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Supported company and clients, including addressing inquiries, resolving issues and managing customer relations.
  • Helped customers open and close accounts, apply for loans and make sound financial decisions.
  • Maintained optimal financial controls by securing funds and making accurate transactions.
  • Met or exceeded sales goals by promoting bank products and services in customer interactions.
  • Managed and balanced cash vault, audits and general ledger accounts.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Supplied tellers with coin and currency.
Education and Training
Associate of Science: Music Technology, Expected in 06/2022
Brookdale Community College - Lincroft, NJ
Status -
  • Dean's List Honoree
Associate of Science: Business Administration And Management, Expected in 06/2024
Brookdale Community College - Lincroft, NJ,
Status -
English :
Negotiated :
Spanish :
Negotiated :
Additional Information

I have extensive knowledge of media and production. I DJ and provide audio technology consulting services.

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Resume Overview

School Attended

  • Brookdale Community College
  • Brookdale Community College

Job Titles Held:

  • Sr. AV/IT Service Desk Associate
  • Operations Manager
  • IT Manager
  • Head Teller - CSA


  • Associate of Science
  • Associate of Science

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