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A distinguished IT Helpdesk Supervisor with over 10 years of experience in tier 1 & 2 technical support level daily functions with a unique blend of technical and communication expertise. Oversees the IT Helpdesk group's daily
functions of diagnosing/resolving technical issues and promoting excellent customer service for a firm of 500 employees.
Same responsibilities as the previous position (IT-Support Technician) including the following
Project Management Course - (Presenter- Valerie Colber, MBA, PMP, SCPM)
HDI Support Center Manager (HDI-SCM) Training course
Microsoft Certified Professional
Manage the development, support, configuration, and integration of business applications utilized across the company. ?
Appointed to facilitate new project recently awarded to company worth $30 million in international business.
Project Responsibilities includes:?
Migrating user systems support of application internally.
Sustaining the role of becoming the subject matter expert on system functionality and capabilities.
Executing strategies and roadmap for system support of international business.
Creating test measures, requirements documents, and best practices.
Collaborating with users, developers, integration, IT, and vendor to resolve problems or system malfunctions. Overseeing end to end application scoping, planning, development, implementation and post-implementation maintenance and support.
Provide technical leadership for deployment of application.
Hire and train a systems support analyst.
Served as a liaison between the business and technology teams in order to improve the products and services being delivered to users of the organization. Worked with business partners and internal IT teams to identify, define, and document business requirements for projects
Strengthened company's business by working with vendor and leading the implementation and creation of a new application (Carma) that is used to manage a large database of carriers in one central location. In addition, worked with internal IT team to Integrate Carma with other internal systems. This new application aided the company in many ways such as:
eliminating the need for employees to process
new carrier registrations
decreasing the time required to monitor carrier's
safety scores, and insurance requirements by 80%
decreased the time new carriers are accessible to
haul freight for our independent agencies from 24
hours to 30 minutes and providing an efficient and
quick method for allowing our users to find capacity
Worked as a liaison between Catherines's users and Corporate to provide technical solutions that meet user needs.
Troubleshoot, researched, diagnosed, and documented quality resolution of technical issues regarding connectivity and standard software usage questions for products on Linux and UNIX based platforms in the AutoZone stores across the United States.
Worked with programming team to facilitate requirements gathering sessions, create use-case models and specifications, design and populate requirements repositories, establish requirements trace-ability, and manage full life-cycle change against requirements.
MS Office Word, Access, Excel, PowerPoint, Visio, Publisher, Outlook, MercuryGate suite of applications (Carma, TMS, Edge), IES, XML, HTML, WebPDM (Gerber Technology), Test Director, WebPDM (Gerber Technology), Velocity coding, EDI
Managed print technical support analyst with 12 years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills.
Currently serving as the main contact for escalated MPS operational and tactical information technology (IT) or network issues. Monitor print volume metrics and supply consumption. Install and configure the HP printer. Monitor alerts using HP tools and take appropriate actions to resolve issues or facilitate repair calls. Provides the customer with overview of installation or repair activity. Resolve customer complaints and concerns with strong verbal and negotiations skills. Display courtesy and strong interpersonal skills with all customer interactions. Build and maintain successful relationships with service providers, dealers and consumers.
Experienced with Xerox 4635 printer for mainframe computer and network printing. Processed and printed reports, over 60,000 w2 forms and over 25,000 monthly checks with limited supervision on various shifts. Processed and distributed over 43,000 packages monthly, internal and external with limited supervision. Interfaced with customers and personnel. Maintained service levels and quality control. Operated Peragon, Comet and SCL systems, UPS WorldShip, FedEx PowerShip2 and DHL EasyShip. Maintain composure and patience in face of difficult customer situations. Informed customers about issue resolution progress. Supported customers having data connectivity issues. Provided thorough support and problem resolution for customers. Provided base level IT support to company personnel.
Provided tier 1/2/3 support in large enterprise and service provider environments. Awarded 5/10yr work recognition. Leadership as acting supervisor, team lead and manager. Teamwork to self supervision basis. Complex reasoning, tackle infrequent issues, handle escalations, and applied logic.
Escalation Team - Supervisor Takeovers assist customers with high priority issues.
Project Lead - Trained employees on customer service, with focus on tone and delivery.
Raising the overall center rating for customer service.
Project Assist -Culture Club - raising our internal culture gaining employee engagement for various company events.