Help Desk Manager Resume

Title
Help Desk Manager

Primary Skills
Help Desk Management

Location
US-IL-Montgomery

Posted
Sep-29-09


OBJECTIVE
Help desk management position that utilizes my extensive help desk experience, project management skills, excellent oral and written communication abilities and wide-ranging computer troubleshooting knowledge.

EXPERIENCE
Millward Brown Naperville, IL
Operations Manager for North America 5/08 to Current

? Supervise the day to day Technical Support operations for the North American region. This includes working with regional office management to determine support needs, scheduling vacations, coverage support, interviewing potential help desk candidates, working with contractors, performance reviews of the help desk staff, etc.
? Manage 9 technical support specialists, supporting 9 offices and 2500+ users
? Help desk administration which includes monthly summaries of help desk calls, asset management, training documentation and development of SOP's and SLA's.
? Responsible for ordering and purchasing new equipment and software packages. Working very closely with outside vendors on ordering, pricing and contracts.
? Schedule training of the help desk staff on and off site
? Responsible for benchmark testing of desktop/laptop computers, testing of deployment methods, identifying machine specs (ram, drives, etc?)
? Member of the Global Desktop Committee which is responsible for determining the standards for each region. This entails determining the specific type of laptop/desktops standards, what OS and software upgrades will be performed, type of training that will be provided to the regional help desk staff, etc
? Responsible for traveling to each of the offices for quarterly office visits
? Management of IT Projects

Paragon Global Resources Warrenville, IL
Global Technical Services Supervisor 5/00 to 5/08

• Manage day to day Technical Support operations and technical staff for four domestic and three international locations.
• Administrator for Microsoft Exchange 5.5 and 2003, Active Directory 2000 and 2003 server - create departmental login scripts, new user setups, mailbox creation, departmental drive management
• CITRIX XP Metaframe and SQL Administration -- Set up shared applications, setting up new users and locations with VPN and Citrix applications
• System upgrades which include NT, Win2000 and 2003 Servers, Win95/98/2000/XP workstations
• Perform telephone and in-person technical support to on-site and off-site employees at five 7 global locations
• Help desk administration which includes monthly summaries of help desk calls, asset management, ordering of telecommunications equipment, procedure and FAQ development
• Repair and service Gateway and Dell desktop and laptops
• Conduct user training on different software packages
• Set up new images and updating current images to reflect any new updates
• Administer voicemail accounts on a Mitel 3300 phone system, pager accounts, cell phone accounts
• Create monthly reports that pertain to help desk calls, inventory, server outages, SLA agreements, and vendor contacts
• Daily system backups
• Organize Windows XP and Office 2003 upgrade -- benchmark testing of desktop/laptop computers, testing of deployment methods, identifying machine specs (ram, drives, etc?)

Andersen Worldwide St. Charles, IL
Staff Technician - Technology Information Services 4/98 to 4/00
• Responsible for software and hardware upgrades
• Performed telephone and in-person technical support to employees and contractors
• Conducted employee training and preparation of new procedures
• Set up remote dial-up for users, including local dialing program and Microsoft dial-up networking
• Assisted in the image approval process of IBM Thinkpad laptops and Compaq Deskpro desktops
• Configured laptops and desktop computers for use on a Novell LAN

Preferred Solutions, Inc. Woodridge, IL
Network Administrator 10/93 to 4/98

• Setup workstations on a NOVELL network
• Added and deleted users and assigned rights to individual users
• General maintenance and upgrades of seventeen workstations
• Hardware repair and installations
• Installation of computer software programs
• Interfaced with hardware and software engineers regarding computer equipment
• Purchased hardware equipment and software
• Daily backups of the network and individual workstations

U. S. Navy U.S.S. Kitty Hawk
Intelligence Specialist 8/89 to 8/93

• Collected and disseminated intelligence information for targeting purposes
• Researched and presented daily intelligence briefs to high-ranking officers (held a Top Secret/SCI clearance)
• Interfaced with software engineers in the daily operation of systems


EDUCATION
Westwood College
Bachelors of Science in Computer Network Management 7/06

College of Du Page Glen Ellyn, IL
Associate of Arts 06/97



AWARDS/RECOGNITION

I have earned 6 Monthly Peak Performer awards for customer service and 1 Double Diamond Paragon Global Resources for quarterly employee recognition.

Certifications
See above


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