Resume of Help Desk Manager

Title
Help Desk Manager

Primary Skills
Managed team of 7 support technicians; providing team building activities, onsite & offsite training.

Location
US-CO-Englewood

Posted
Feb-07-08

PROFESSIONAL SKILL SUMMARY

* Managed team of 7 support technicians; providing team building activities, onsite & offsite training as well as cross training with other IT departments.

* Managed multiple projects; delegating tasks as necessary to ensure on time completion of assignments.

* Adept at extinguishing unexpected instances or circumstances as they arise through analytical problem resolution; giving confidence to customers, promoting loyalty.

* Documented software integration techniques; departmental policies, procedures and process flows in support of Sarbanes/Oxley and to certify team efficiency.

* Maximized effectiveness and morale by promoting professionalism, teamwork and empowering staff.

* Worked with Integrated Software Suites (Corel & Microsoft), a variety of Operating Systems (MS-DOS, Windows 3x/9x/XP), Active Directory for Exchange 5/2k/'03, Global Max Systems for AS400, Crystal Reports, McAfee AV Software, HP/Peregrine, InfraActive & McAfee Ticket Tracking Systems; and multiple Global Data Systems (travel reservation systems).


PROFESSIONAL EXPERIENCE

2000 - 2007 CARLSON WAGONLIT TRAVEL
(FORMERLY TQ3NAVIGANT, FORMERLY SATOTRAVEL)
Help Desk Manager
Arlington, VA and Englewood, CO

* Hired, supervised, coached, evaluated and disciplined staff in accordance with company and divisional policies.
* Generated and distributed bi-weekly status/management reports with key productivity statistics of Service Desk operations.
* Conducted weekly team meetings with support staff and participated in meetings with other departments within IT to facilitate and improve communication and operation between the teams.
* Coordinated support efforts with IT staff, customers, and vendors for new products and services that were supported by the Service Desk.
* Served as liaison between the Service Desk and other IT support teams and ensured that technical and non-technical information was communicated and understood, service levels were met and standard operating procedures were followed.
* Managed multiple projects based on technological initiatives such as transitioning in-house support to a 3rd party vendor and bringing Data Center Monitoring from a 3rd party vendor in-house.
* Worked with AS400 and Operations teams for Disaster Recovery preparedness.

1996 - 2000 CARLSON WAGONLIT TRAVEL (FORMERLY SATOTRAVEL)
Help Desk Support Technician
Arlington, Virginia

* Provided support for internal customers through careful listening, diagnosis and offering solutions in issues related to supported hardware, software and systems of moderate to high complexity.
* Served as resource to Level I personnel by way of documented resolutions and training.
* Instrumental in the implementation of a major contract which involved connectivity for multi-branched offices to Arlington's Headquarters; including installation and setup of LAN modems, routers and workstation configurations.
* Maintained the Helpdesk database through case documentation and input of personnel records.

1987 - 1996 CARLSON WAGONLIT TRAVEL (FORMERLY SATOTRAVEL)
Branch Manager/Travel Consultant

* Full service travel consultant to external customers, providing support for leisure travel with airline, car, and hotel reservations.
* Worked with government employees to provide official travel through car, hotel, rail bookings as well as special tour packages.
* Assisted with the conversion from a "SABRE DOS" platform to "SABRE with Windows" in multiple offices.
* Served as liaison between local branch offices to SatoTravel International Service & Support Center and SABRE Software & Hardware departments.


EDUCATION & CERTIFICATION

2006 ProPoint Solutions Colorado Springs, CO
ITIL Foundations Certification (Cert #77904)

2004 - 2006 SkillPath Seminars Denver, CO
Leadership Conference, Managing Unacceptable Employee Behavior, Becoming a Better Communicator

2004 - 2006 TQ3Navigant (in-house) Training Denver, CO
Managing Differences, Leadership for Results, Six Sigma 101, Writing Performance Evaluations

1999 ICTS/Computer Certified Training Alexandria, VA
A+ Certification

1997 - 1981 Mesa Community College San Diego, CA
General Education

Certifications
See above


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