Help Desk Manager Resume

EFFECTIVE HELP DESK MANAGEMENT

Talented and tech-savvy information technology specialist with demonstrated success in providing comprehensive support for network connectivity, applications, hardware, and operating systems for business-critical technologies. Process innovator with a track record of developing value-added tools and procedures that improve service quality. Outstanding troubleshooter with the ability to quickly diagnose and resolve both small and large scale systems issues.

Core competencies include:

* Network & Systems Administration

* LAN & WAN Implementation

* Systems Deployments & Integration

* Technical & User Documentation
* Network Security

* User Support & Training

* Vendor & Contract Management

* Staff Training & Supervision

HELP DESK LEADERSHIP

ABC INTERNATIONAL, Miami, FL

Help Desk Manager / Systems Technician (20xx – 20xx): Managed thousands of installations, upgrades, and deployments for Windows-based and Mac-based networks. Supported numerous government facilities across Florida. Configured existing networks, providing data transfers and imaging services. Implemented Active Directory for migration from NT Server to Windows 2000 Servers. Trained new employees in daily operations.

* Contributed to research and implementation of help desk database.

* Chosen from IT Department to develop and establish help desk operations.

* Selected to serve as one of top ten Dell service providers in U.S.

BCD SYSTEMS, Miami, FL

Help Desk Manager (20xx – 20xx): Organized and developed the company’s first centralized help desk, supporting 3,000 users in a mutual fund and investment firm with offices worldwide. Devised and programmed a help desk automation system with the Remedy Action Request application to track, monitor, and report on all support and task activities. Provided support services for all company systems and networks, including all PC desktop applications and stock market systems such as Market Vision, Bridge, Reuters, and Bloomberg. Supported internally developed interfaces to MFI and DST, company-developed mutual fund management applications for SEC compliance and reporting, correspondence management, enterprise-wide e-mail, and user data management tools such as Access, FoxPro, and Paradox. Built up, maintained, and supervised help desk staff. Scheduled and managed ten support analysts.

* Served on the Service Level Assurance Committee; interacted with IT and user groups to involve the user community in
setting service and support objectives and activities.

* Established and documented the first company-wide service level goals, help desk procedures, policies, and requirements.

* Performed and oversaw all analysts’ training, performance evaluations, and career development planning.

TECHNICAL:

POSSESS BACHELOR’S DEGREE IN COMPUTER SCIENCE FROM XYZ UNIVERSITY, MIAMI, FL, 20XX

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