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  • Career Summary
  • Driven marketing professional with several years of success utilizing marketing and sales skills to achieve client goals across a wide array of industries. Dedicated to staying updated on marketing trends and innovations, aligning strategies to clients' short and long-term objectives and helping grow businesses and portfolios. Skilled in marketing, sales and account management that improves marketing and sales performance. Proven success in leveraging sales, marketing and client services experience to meet objectives within large corporate and start up environments. Seeking a role that will utilize my marketing and communication skills as an Account Manager.
  • Client Services
  • Marketing Strategy
  • Content Development
  • Account Management
  • Inbound Marketing
  • Project Management
  • Sales
  • Email Marketing
  • Account Management, advisement, advertising, budget analysis, Content Development, copywriting, financial management, instruction, lesson plans, Marketing Strategy, market trends, marketing materials, multimedia presentations, proofreading, property management, sales skills, Sales, vendor management
08/2015 to Current
Digital Marketing Consultant R. REYNOLDS CONSULTING Washington, DC
  • Led team to develop digital marketing strategy and manage digital marketing across channels.
  • Create marketing materials and implement marketing initiatives, campaigns, and strategies to promote clients' brand.
  • Leverage marketing tools, services, analytics and channels to measure marketing strategy impact and success.
  • Develop engaging, content to significantly increases website traffic over 3 month periods.
  • Provide copywriting, proofreading services and html & CSS editing.
  • Manage expectations and collaborate with various stakeholders to ensure projects success throughout life cycle.
08/2013 to 08/2015
Business English Instructor Li'Xin University of Commerce Shanghai, China
  • Collaborated with Director of Studies and Senior Teacher to design cutting edge programs, resulting in 10% increase in student engagement and enrollment.
  • Led international team to execute marketing campaigns via social media, increasing attendance at language events by 50%.
  • Spearheaded classroom instruction and IELTS preparation courses to strengthen students' English-language oral, listening, and writing skills.
  • Prepared engaging lesson plans, classroom materials, and multimedia presentations.
  • Assessed student progress and performance; generated performance reports and prepared worksheets for students as well as earned top ratings for outstanding teacher.
  • Gathered and analyzed student data and leveraged to better serve student learning and advancement.
12/2012 to 08/2013
Help Desk Manager and Trainer XEROX Raleigh, NC
  • Developed strategies to enable high quality support for healthcare customers, including pharmacists and physicians, focusing on customer success and satisfaction, retention, and productivity.
  • Devised policies and procedures, and contributed to development and introduction of operational improvements.
  • Analyzed and assessed key performance metrics to improve associate effectiveness and executed performance reviews to improve service quality and drive organizational objectives.
  • Assisted HR department during selection process and management, resulting in 30% retention rate increase from previous quarter.
  • Coordinated weekly meetings to recognize and reward positive behaviors and foster effective working relationships resulting in improved agent satisfaction and lower than average monthly absence incidence rate.
  • Trained new associates resulting in a 10% increase in quality and post-call survey scores.
05/2011 to 11/2011
  • Advised clients on budgeting, bankruptcy, and credit, bankruptcy, and money management.
  • Completed comprehensive budget analysis, examined client options, and educated clients to enable informed decision-making related to individual financial situations.
  • Followed up with clients to assess program effectiveness and better understand impact of advisement.
11/2010 to 08/2013
VP Raleigh, NC
02/2008 to 11/2010
Customer Account Manager II BANK OF AMERICA Atlanta, GA
  • Priority Card Services.
  • Serviced VIP Elite clients with $50MM+ assets and improved client satisfaction, retention, and experience through relationship-based service; earned numerous client commendations.
  • Leveraged consultative marketing and sales expertise to achieve 57% increase in sales over previous month; ranked in Top 25% of sales achievers.
  • Delivered quality account management and problem resolution, resulting in 100% quality scores during 3 consecutive months.
  • Coached underserved community members on financial literacy to improve banking knowledge.
Property Manager
  • Oversaw all facets of property management, including tenant relations, financial management, contractor and vendor management, and marketing.
  • Launched marketing and advertising strategies, including digital marketing initiatives, to achieve 100% occupancy rate; monitored market trends and conditions to influence strategic planning.
  • Performed cost benefit analysis to select and budget cost-effective vendors, contractors, and maintenance projects.
  • Administered annual operating budgets and documented monthly financial activity, prepared year-end reports, and compiled tax-related documents.
Education and Training
Inbound Marketing Certification, HubSpot
Content Marketing Certification, HubSpot
Master of Business Administration: Marketing Strayer University Washington, DC
Bachelor of Arts: Theology Ambassador University Pasadena, CA
This resume is created in 7 minutes.
Marketing Director with senior knowledge of current marketing tools and strategies to lead integrated marketing campaigns from concept to execution. 
  • Mobile marketing
  • Digital advertising
  • Global marketing
  • Technical writing
  • Direct marketing campaigns
  • Market dynamics
  • Superior writer and editor

  • Leadership Mentoring
  • Organizational Design
  • Budget analysis
  • Cost Benefit Analysis (CBAs)
  • Technology architecture analysis
  • Project Management
  • Competitive and Trend Analysis
Graphic Design Director Jan 2014 to Current
Community Connections Washington, DC
  • Managed internal web-based demand generation campaigns by collaborating with internal channels to ensure brand consistency and best practices.
  • Led staff and external agencies to develop products and promotions, analyze sales, manage trade shows, purchase media, provide creative services, and conduct PR.
  • Led concept development and organized sales and operations resources.
  • Managed all company customer engagement campaigns. 
  • Wrote creative and engaging briefs for internal and external agencies.
  • Developed templates for e-newsletters, presentations and reports.
  • Adhered to all corporate brand guidelines when preparing graphic materials.
  • Overseeing daily operation of Graphical and Marketing department. 
Digital Marketing Manager Mar 2009 to Jan 2014
Samueli Institute Alexandria, VA
  • Identified, developed and evaluated marketing strategies based on knowledge of company objectives and market trends.
  • Evaluated return-on-investment and profit-loss projections.
  • Developed marketing strategies and campaigns each quarter.
  • Managed marketing and communications teams on standardization, design and production of marketing materials.
  • Analyzed performance of all marketing programs to identify the best opportunities for optimization.
  • Spearheaded the creation of blogs and social media content.
  • Partnered with internal stakeholders to define marketing program requirements.
  • Conducted market research to rationalize category and segment opportunities.
  • Designed program to eliminate silos in marketing and minimize barriers to ensure successful marketing designs and messaging.
  • Led staff and external agencies to develop products and promotions, analyze sales, manage trade shows, purchase media, provide creative services, and conduct PR.
Technical Security Service Manager Jan 2008 to Jan 2009
SFI Electronics
  • Managed corporate account digital recording system using NICE systems.
  • Contractor for The Protection Bureau.
  • Providing PC security services to all local AT&T accounts and monitoring recording systems.
  • Install and serviced commercial, industrial, and institutional CCTV/video, PC-based card access control, and alarm systems.
  • Drafted user stories, use cases and functional specifications to support product development.
  • Delivered detailed feature road maps that included action items and project targets.
Networking/ Assistant Help Desk Manager Jan 2007 to Jan 2008
Data Technologies Of Virginia Glen Allen, VA
  • Managed the [12-person local IT team, allocating resources to ongoing projects and enforcing deadlines.
  • Specified and upgraded all computer equipment from desktop to back-end servers for all locations Software; sharp help desk, Microsoft office, scan images.
  • Established and maintained productivity training of end users and supported all shrink-wrapped software applications including SHARP,MX2, ARM 237-277, MX 3, ARF 15, ARM162 Help Desk Support: Troubleshooting various customer problems over the phone.
  • Answering any application questions and providing Technical Support.
IT Technician Jan 2006 to Jan 2007
Electronic Systems ESI Ashland, VA
  • Supervising twelve technicians with day to day operation of repairing, imaging, and replacing laptop and desktop computer, while at the same time providing strong customer service.
  • Repairing replacing and networking system parts for dell computer systems Strong knowledge of DATA DESTRUCTION UNIT, destroying government hard drives and PC's Advanced Microsoft, ghost imaging, HTML, Casper, Adobe live, Dreamweaver, Quick book's, great plains, and Windows NT skills.
  • Drafted user stories, use cases and functional specifications to support product development.
Fraud Investigator Jan 2004 to Jan 2005
Capitol One Richmond, VA
  • Managing personal possible fraud cases by following many accounts for months at a time.
  • Conducting research using different systems (fast data web, credit browser, Unisys, tandem, HIAU, odyssey, excel, word, and outlook) to complete cases.
  • Working daily with SSA (Social Security Admin) to trace possible fraud accounts, and verify (TNP) true name person.
  • Training new employees on falcon auto detection unit, and DSRU (Recoveries Unit).
  • Gathered and analyzed market information and used findings to define product strategy.
  • Identified product problems and strengths and collected data on the customer experience.
Bachelor of Science, Marketing Management Virginia Tech Blacksburg, VA
SharePoint New Horizons Mcclean, VA

Microsoft 2010 Site Collection and Site Administration

Configuring and Administering SharePoint 2010

Windows SharePoint Designer 2010

Configuring and Troubleshooting Windows Server 2008

CEH/ Certified Ethical Hacker Learning Tree International Mcclean, VA
This resume is created in 7 minutes.

I am passionate about delivering top quality application software by striving for clean, bug free code.

I possess a deep understanding of all quality assurance methodologies including Agile and Scrum and am very adaptable when it comes to new workflows. I feel communication is the biggest factor in any project, whether it's between client and project manager or between the development and quality assurance teams. All communication must be clear and precise and inevitably affects the final product.

My background consists of 6+ years in video/audio production, content management, marketing, customer/client support, 2D/3D graphic design, web design and game/mobile app development. All of which have shaped the way I perform quality assurance and allows for effective communication amongst developmental departments.

Skill Areas
  • Software Development
  • Writing & Tracking Test Cases/Bug Reports
  • Content Management
  • Graphic Design
  • WordPress
  • Social Media Marketing
  • Adobe Suite
  • Microsoft Office Suite
  • Final Cut Pro
  • Selenium
  • Liquid Planner (bug tracking)

  • Amazon Web Console
  • Final Cut Pro
  • Operation of Camera & Sound Equipment
  • Propellarheads Reason
  • 3ds Max
  • Z-Brush
  • Pro Tools
  • 3D Modelling
  • GameSalad
  • Help Desk Portal Software
  • Balsamiq
Professional Experience
Quality Assurance Engineer 12/2013 to 03/2015 N3V Games Gold Coast, Australia
  • Build test plans for a variety of games/DLC on various devices and operating systems
  • Management of test planning, strategy and execution
  • Liaise with development teams and other technical departments to communicate and track bugs/faults
  • Performance testing to ensure that performance standards are being communicated and well documented
  • Oversee point of escalation for Liquid Planner (bug tracking) database for all testing phases
  • Partakes in weekly development meetings ensuring agenda is being met and appropriate time management
Help Desk Manager 01/2013 N3V Games Gold Coast, Australia
  • Provide first level technical support to users
  • Provide phone and email remote support to all incoming queries
  • Log tickets via helpdesk ticketing system
  • Monitor and coordinate the resolution of customer problems and queries in an effective and timely manner
  • Escalate incidents in accordance with procedures
  • Build effective working relationships with all business units
Founder 01/2013 Villa Valet -
  • Concepted and created Villa Valet Concierge App using design documents and concept UI designs
  • Liaised with programmers and build engineers in order to create successful updated builds
  • GUI/UX/Graphic Design
  • Developed the entire user experience and graphical interface for Villa Valet
  • Designed and coded - using WordPress
  • Worked closely with programmers and beta testers to bring concepts to reality
  • Extensive testing of web modules and iOS/Android applications
  • Liaised with all stakeholders of the Villa Valet application project, including; design team, programmers, main stakeholder investors, clients and public beta testers
Graphic Designer/Content Manager 06/2012 to 12/2012 N3V Games Gold Coast, Australia
  • Graphic design for online simulator game shop banners (, newsletters and other promotional content
  • Content Management – File management for online shop, using Amazon Magento. This included the management of games, game profiles, serial codes and user database
  • Low Poly 3D asset modelling and texturing for IOS and Android devices
Video Production and Content Management 06/2009 to 05/2012 Hotels TV London, United Kingdom
  • All stages of video production including: storyboarding, scripting, shooting, voice-over recording, post editing (video, sound and 3D/2D graphics) distribution/marketing, video SEO and monthly analytical reporting to hotel industry clients
  • Arranged location shoot permissions with various city councils across Europe
  • Created content for Hotels.TV site and all associated video channels
  • Liaised with Hotels TV clientele
  • Trained clientele on using Hotels.TV extranet as well as how to manage their own channels and SEO techniques
  • Designed and wrote content for monthly mailshot (sent out to over 20,000 clients)
Diploma: 3D Modelling & Animation 2012 London College of Communication (LCC) London, United Kingdom
Select One: Certificate 3 in Electrotechnology 2009 Gold Coast Institute of Tafe Gold Coast, Australia
Diploma: Diploma in Musical Production 2007 SAE Institute Byron Bay, Australia
High School Diploma: Year 12 2004 TSS (The Southport School) Gold Coast, Australia
This resume is created in 7 minutes.
Professional Summary
Results-driven Operations, Account Management, and Help Desk Professional leveraging 18+ years of contact center management success.  Client management and key account retention expert as well as a trusted adviser to high profile clients. Operations efficiency specialist, implementing best practices and improving KPIs.  Top performer who thrives in high-expectation, high-stress environments. Confident, take-charge executive with exceptional follow through. Enterprise change agent, establishing strong "success-based" cultures
  • Skilled in call center operations
  • Avaya Software knowledge
  • Budgeting expertise
  • Strong problem solving aptitude
  • Business process improvement
  • Process improvement specialist
  • Talented client relations manager
  • Operations management
  • Strategic objective execution
  • Risk mitigation and management
Work History
12/2011 to Current
Senior Technical Operations Manager Convergys Corporation Lake Mary, FL
Lake Mary, FL A $3Billion publicly-traded global leader in BPO services including call center/CRM services and IT outsourcing. The company provides call handling for sales, marketing, customer support, bill processing services, provisioning software, payroll operations, staffing, and training. The company has 70 contact centers worldwide. Senior Technical Operations Manager - Dec/2011 - Present Report directly to Program Director. Manage outsourced call center operations providing (inbound and Outbound Enterprise technical support services for NetApp. Manage all operational aspects including staffing, training, quality, and client relationship management. Responsible for strategic and tactical operations and investment decisions in the program. ♦ Manage 12 Technical Support Managers and 116 Technical Support Engineers ♦ Manage operating metrics within budgeted expense parameters ♦ Responsible for workforce management/scheduling. Measurable results? ♦ Responsible for profitability of existing programs, including revenue, margins, billing performance, seat utilization, and program turnover. ♦ Manage data collection, root cause analysis, action planning, contract expectations, and KPI compliance. ♦ Conduct internal and external account reviews.
07/2008 to 11/2008
Incident Manager/Service Desk Manager Starwood Hotels Orlando, FL
Orlando, FL At $5.9B in revenue, one of the world's largest hotel and leisure companies, with 950 properties in 100 countries. Its hotel empire consists of luxury and upscale brands such as Four Points, Sheraton, and Westin. Additionally, the company's Starwood Vacation Ownership subsidiary operates ~ 30 time-share resorts. Incident Manager/Service Desk Manager - Jul/2008 - Nov/2008 Reported directly to Director of support. Managed the internal 10 Service Desk Analyst Incident Management Team, providing all technical support for Internal Starwood Vacation ownership employees. Responsible for process development, escalations, and Delta Age cases. The reason for my short tenure with Starwood was the mortgage and banking down turn in 2008.
02/2006 to 07/2008
Product Support Manager Symantec Heathrow, FL
Heathrow, FL A $5.9B provider of content and network security software for both consumers and businesses, including virus protection, intrusion detection, and remote management. The company also provides professional services, including security assessment, consulting, and outsourced security management. Product Support Manager - Feb/2006 - Jul/2008 Reported directly to Senior Manager. Key member of the services support organization, managing 15 tech support engineers responsible for resolving escalated calls for corporate customers across multiple software, hardware, operating systems, and databases. Drove case management and follow-the-sun processes. ♦ Managed escalation process; called customers on all management-escalated cases. ♦ Identified deficiencies and recommended changes in training, tools, processes, reporting, and employee engagement. ♦ Assigned and scheduled staff members to manage cases within their specialty areas. ♦ Monitored severity 1 case management and Delta Age cases. ♦ Generated performance reports and customer survey responses to measure department success? ♦ Actively maintained the internal technical support knowledge base? ♦ Personally handled escalated issues as needed?
07/1999 to 11/2004
Senior Help Desk Manager Charles Schwab Orlando, FL
Orlando, FL A $4.4B provider of brokerage services to 10MM individual and institutional clients representing $1.4T in assets. With 300 offices in 45 U.S. States, London, and Hong Kong, Charles Schwab offers financial research, advice, planning, investment management, retirement plans, mutual funds, mortgages, CDs, and other banking products. Senior Help Desk Manager - Jul/1999 - Nov/2004 Reported directly to Director. Managed 24/7 internal help desk providing all technical issues to all Internal Schwab employees. Processed 27,000 inbound call per month. ♦ Travel and Training budget of $500,000 ♦ Managed 35 local and remote technical support and help desk analysts. ♦ Met/exceeded all KPIs, including 90% service levels, 85% C-Sat scores, and 80% first call resolution. ♦ Implemented employee retention initiatives, lowering attrition from what 10% to 7% and reducing absenteeism from wha12% to what 5%. ♦ Created and managed event management team, responsible for resolving severity 1 or 2 outages. ♦ Coached and developed direct reports, improving performance and expanding scope of responsibilities. ♦ Personally handled critical customer escalations from internal partners.
10/1997 to 06/1999
Supervisor Sprint LDD/ITS Kansas City, MO
Kansas City, MO A $35.6B wireless giant, providing a nationwide digital wireless network. The company serves 40MM subscribers with mobile voice, data, and Web services. The company also offers pre-paid mobile access through its Boost Mobile subsidiary. Sprint also offers cellular access to other carriers on a wholesale basis. Supervisor - Oct/1997 - Jun/1999 Reported directly to Senior Manager. Managed 35 technical support reps and a senior help desk analyst, processing 30,000 calls/month. Responsible for meeting all KPI metrics, including service levels and customer satisfaction. Achieved 99% customer satisfaction rating. Won "Help Desk of the Year" award for 1999 Number 1 out of 50
07/1993 to 09/1995
Operation Officer US Army Reserves
08/1983 to 03/1988
Pershing Missile Crewman US Army
Bachelor of Arts: History UNIVERSITY OF COLORADO AT COLORADO SPRINGS - Colorado Springs, CO
UNIVERSITY OF COLORADO AT COLORADO SPRINGS, Colorado Springs, CO Bachelor of Arts, History Professional Development, Notables
Military Experience
07/1993 to 09/1995
Army US Army Reserves Operation Officer Jul/1993 - Sep/1995 US Army Pershing Missile Crewman Aug/1983 - Mar/1988
* Certified Support Manager
of Orlando Help Desk Institute Chapter, and