Helpdesk Manager RESUME Florence Ky - Hire IT People

Technology Summary

Certifications:

CompTIA A+

Systems:

Windows 9X/NT/2000/XP/Win 7

Ticketing Systems:

Remedy, Clarify, Heat, Track-It, Microsoft Service Manager

Telephones:

Blackberry Enterprise Server Admin, Shortel Director Admin., Android, Windows Mobile, IPhone, Blackberries, Avaya

Software:

CenterVue Call Tracking

IT Experience

Confidential,Florence Ky

Helpdesk Manager, (2005 to 2012)
Managed analysts for 24x7 coverage.
Performed yearly evaluations
Provided monthly reports to upper management covering SLA’s, ROFL and Call Volume as well as Customer Satisfaction Surveys results.

Selected Contributions:

Researched and developed knowledge-based articles, resulting in an increase in first-call-resolutions to almost 70%.
Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%).

Confidential, Florence Ky

Account Lead, (2000 to 2005)
Managed analysts for 24x7 coverage.
Responsible for taking care of various clients
Provided monthly reports to both GE’s upper management and Clients covering SLA’s, ROFL, Average Answer Speed, Average Abandonment Rate, Call Volume as well as Customer Satisfaction Surveys results.
Windows XP and Windows 7
Office 2003. 2007 and 2010
Shoretel phone system with Avaya VOIP Phones
System Management Suite by Microsoft
Symantec
Blackberry Enterprise Server
Active Directory
Exchange Server
Support all Mobile devices including IPhones, IPads, Android and Windows Mobile devices
Altiris
Numerous company custom applications
Cisco VPN
Aventail VPN
Adobe Products
Hardware Supported – Laptops, Desktops, Printers

My Qualifications:

6 plus years administrating user accounts with both Active Directory and Exchange. Including the creation of email distribution groups.
Over 12 years of supporting end users for both hardware and software. This included, printers, scanners, fax machines.
6 plus years supporting mobile devices including Blackberries, android and smart phone as well as IPhones and IPads.
Researched and developed knowledge-based articles, resulting in an increase in first-call-resolutions to almost 70%.
Managed user request or issues received via email, phone or voicemail in a 24/7 environment.
6 plus years managing the BES server.