Help Desk Supervisor resume examples

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Skillful Help Desk Supervisor resume

Mark T Rushie
Skills

CompTIA Healthcare IT Technician, A+ Certified, broadband, CISCO, hardware, corporate training, clients, Dell, desktops, email, financial, HP, IBM, IT management, IT support, LAN, Laptops, lotus, mac, director, exchange, Exchange Server, Microsoft office products, Microsoft Office, office, Windows 7, migration, Network printers, Network, OS, Peak, policies, Printer, technical documentation, Technician, phones, terminal server, Tivoli, Troubleshoot, troubleshooting, WAN

Professional Experience
06/2013 - Current
ICL New York, NY Help Desk Supervisor
  • Implement Mobile Device Management, Maas360 Trained all IT staff in the deployment of mobile devices. Worked closely with CIO to develop policies and procedures defined by HAACP.
  • Managed the 3-person local IT team, allocating resources to ongoing projects and enforcing deadlines.
  • Extensive experience working with office 365 as administrator migrating users from on premise to Office 365, one drive for business.  
  • Developed and documented Identity management process for outsourcing using help desk ticketing system to produce lean flow
  • Identify, report and resolve networking and security issues 
02/2013 - 04/2013
Peak Organization New York, NY IT Consultant
  • Performed custom builds in California for a company acquired by Experian. Migrating Data, installing applications and encrypting individual workstations, laptops and mac workstations.
  • Worked on large enterprise and business critical applications at Chase Bank.
  • Collaborated with the global team to resolve IT support cases.
02/2012 - 01/2013
We Recycle llc Purchase, NY IT Support Specialist
  • Provide IT equipment, support and training for all end users.
  • Troubleshoot and resolve network and system issues.
  • Single handedly directed the issuing and services for all Verizon Mobile lines and broadband devices
02/2009 - 08/2010
Peak Organization New York, NY IT support Tech
  • Set up equipment for employee use.
  • Installed and performed repairs to hardware, software and peripheral equipment, following design and installation specifications at chase mortgage office
  • Installed motherboards, processors, RAM and graphics cards.

Education
2013
New York, NY CompTIA Healthcare IT Technician: Information Technology
2010
CompTIA Network plus: Information Technology
2009
CompTIA A+ Certified: Information Technology
1998
Johnson and Wales University Providence, RI Bachelor of Science: Food Service Management
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Job-winning Help Desk Supervisor resume

SHANE DAVIS
Experience
Kelly Services Inc Las Cruces, NM T2 Mac+ Senior Advisor 04/2016 to 01/2018
  • Provided support for all lines of bussines.
  • Handled escalations from T1 Mac+ advisors when standard knowledge base articles did not resolve the issue.
  • Sent request for techincal assistance to Apple senior engineering to partner with the customer to resolve emerging issues.

VOLT Las Cruces, NM Technical Support Tier 1 Mac 05/2015 to 03/2016
  • Position started out as technical support for Apac IOS Tier 1 for the first 90 days.
  • Then Mac + was introduced so support for all areas was covered including Beats, Wireless Multimedia, all Iapp's.
  • Took calls for all apple products and scheduled apple store appointments, set up mail in repairs, and escalated all emerging issues to T2 and all other non agreement or unresolved issues.
AMWAY GLOBAL Las Cruces, NM Business Owner 05/2012 to 05/2015
  • Selling Amway products as an Independent Business Owner.
JCPENNEY Las Cruces, NM Men's Department Supervisor 04/2010 to 05/2012
  • Set sales floor each month according to planned set.
  • Place markers on sales floor for merch team the night before each truck.
  • Monitor sales and credit goals on a daily, weekly, monthly, and yearly basis.
  • Two hours each day as manger of the day.
  • Assist with customer issues.
  • Open and close store.
  • Maintain full displays and racks on sales floor to ensure maximum sales and customers can always find what they need.
FABRAL Grapevine, TX Machine Operator 03/2007 to 07/2009
  • Load machine with overhead crane. 
  • Operate machine by entering lengths to be cut and setting blades to proper width.
  • Box and band material for shipping.
  • Load & unload trucks with finished product via forklift.
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TSC STAFFING SOLUTIONS Bedford, Tx Temporary Worker for Fabral 01/2007 to 03/2007
  • Help catch and stack material coming off production line.
  • Sweep and throw away damaged material.
  • Help with other areas when work flow shifted.
Subway Bedford, Tx Cashier 07/2006 to 11/2006
  • Make bread and cookies each day.
  • Fill containers with meats.
  • Slice vegetables and fill containers with said vegetables.
  • Make sandwiches for customers and ring up on cash register.
  • Clean and mop lobby.
EMPIRE TODAY Grapevine, TX Forklift Operator / Machine Operator 02/2005 to 06/2007
  • Operate forklift each morning to load carpet cutting machine with carpet for the days jobs.
  • Operate carpet cutting machine by entering length needed for each job and specific carpet roll.
  • Wrap cut to length piece of carpet with plastic and drop from machine into the staging area.
  • Re-wrap main carpet roll and drop into return to inventory area.
  • Repeat process until all jobs have been cut and main rolls returned to racks.
  • Load cut carpet for jobs into installer trucks and add proper amount and type of padding.
  • Unload trucks with carpet rolls for warehouse and receive into system.
  • Put away received rolls in proper bins.
  • Select random bins for inventory check to maintain accurate system information on location of product.
THE PLANT SHED Euless, TX Sales Associate 09/2001 to 10/2003
  • Maintain and stock areas low on product.
  • Water plants when needed.
  • Help customers with loading plants into their vehicles.
  • Unloading trucks with product.
MARK OF EXCELLENCE PIZZA CALL CENTER Euless, TX Help Desk Supervisor 11/1999 to 08/2001
  • Maintain minimal call wait time between orders.
  • Correct customer address when entered incorrectly and provide mapsco code's so that they can be directed to the appropriate delivery location.
  • Monitor store's prep/cook time and amount of time delivery takes place once product is finished.
  • When any store fell behind policy standards I would page the general manager with the status so situations could be resolved as quickly as possible.
Accomplishments
  • Top representative in department first month in Mac+ T2 with customer satisfaction surpassing 90%.
  • Started Mac+ T1 after 3 months.
  • Promtoted to iPhone T2 after 4 months in Mac T1
  • Worked in iPhone T2 3 months then Started Mac+ T2
  • Over 1 year experiance in Mac+ T2
  • 13 weeks report at 100% CSAT twice in one year
Summary
Technical Support Advisor with 5 combined years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills.
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